The short version. Unopened, you have 14 days to change your mind about anything — including earrings that go through a piercing. Once the hygiene seal on a piercing earring is broken, that item cannot come back. Clip-ons, cuffs and hooks are not sealed and are not affected. Anything faulty, damaged or wrongly sent is put right whatever state the packaging is in.
1. Unopened items — your 14-day right to cancel
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 you may cancel a distance-selling order within 14 days of the day you receive it, without giving any reason. This applies to every item we sell, including piercing earrings, as long as the hygiene seal is intact.
Once you have told us you are cancelling, you have a further 14 days to send the items back. We refund within 14 days of receiving the items back — or of you showing us proof of postage, whichever is sooner — to the same payment method you used. We refund the price of the goods and the standard outbound delivery charge. If you chose a faster delivery option than our standard one, we refund the standard rate rather than the premium.
Return postage for a change of mind is at your cost. We recommend a tracked service — until it reaches us the parcel is your responsibility.
Telling us you want to cancel
Email support@aajewelleryuk.shop with your order reference. You may use the model cancellation form below, but you do not have to — any clear statement is enough.
Model cancellation form
To A & A JEWELLERY LIMITED, 12-13 The Oaks Clews Road, Redditch, England, B98 7ST, United Kingdom, support@aajewelleryuk.shop:
I hereby give notice that I cancel my contract of sale of the following goods: [describe the goods]. Ordered on / received on: [date]. Name of consumer: [name]. Address of consumer: [address]. Order reference: [reference]. Signature (only if this form is sent on paper). Date.
2. Opened piercing earrings — the hygiene exception
Earrings that pass through a piercing sit inside broken skin. For that reason every piercing item is despatched in a sealed pack with a tamper-evident seal, and once that seal is broken the item cannot be returned or refunded for change of mind. This is the exception at Regulation 28(1)(e) of the 2013 Regulations, which removes the right to cancel for goods sealed for health or hygiene protection where the seal has been broken after delivery.
This is not a policy we chose in order to reduce returns — it applies to the item the moment the seal is broken, and it is the same rule that covers earrings everywhere they are sold in the UK.
What counts as opened
- Every piercing item arrives in a clear sealed pack, closed with a printed tamper-evident strip that reads “cannot be returned once opened”.
- The seal is intact if the strip is unbroken and the pack has not been cut, torn or resealed. An item in this state is returnable within the 14 days.
- The seal is broken if the strip has been lifted, split or removed, or the pack opened by any means. At that point the item is no longer returnable for change of mind.
- You can inspect the piece through the clear pack without opening it — the same look you would get in a shop. Handling it beyond that is what the seal is there to prevent.
If a parcel arrives with the seal already damaged, do not open it further. Photograph it and email us — that is our problem to fix, not yours.
3. Clip-ons, cuffs, hooks and non-metal items
Nothing in this group passes through skin, so the hygiene exception does not apply to any of it. Our clip-on studs, clip-on hoops, clip-on drops, ear hooks and slide-on cuffs carry the full 14-day right to cancel whether or not you have taken them out of the box and tried them on. Silicone comfort pads and replacement backs are also returnable unless their own outer seal has been broken.
We say this explicitly because “earrings cannot be returned” is a common shorthand and it is wrong. It would remove a right you have.
4. Faulty, damaged or wrong items — always put right
Nothing above affects your rights under the Consumer Rights Act 2015. If an item is faulty, not as described, or simply not what you ordered, we will replace it or refund it — sealed or opened, it makes no difference.
- Within 30 days of delivery: you can reject a faulty item and get a full refund.
- Within six months: we will repair or replace it. If that is not possible or does not resolve it, you can have a refund.
- Up to six years (five in Scotland): you may still have a claim if the item was not of satisfactory quality when sold.
We pay return postage on faulty or incorrect items. Email us first and we will send a returns address and cover the postage.
How a refund reaches you
| Situation | What you get back | When |
|---|---|---|
| Cancelled, unopened, returned | Price of goods plus standard outbound delivery | Within 14 days of us receiving the goods or your proof of postage |
| Faulty or wrong item | Full price, all delivery charges, and your return postage | Within 14 days of us receiving the item |
| Order cancelled before despatch | Everything you paid | Within 14 days of you telling us |
| Opened piercing item, change of mind | No refund — the item cannot be resold for hygiene reasons | — |
Refunds are always made to the original payment method. We do not issue store credit in place of a refund you are entitled to, and we do not charge a restocking fee.
Reductions for handling
You may handle a returned item as much as you would in a shop. If an item comes back with more wear than that — visibly worn, scratched, or missing parts — we may reduce the refund to reflect the loss in value, and we will tell you the amount and the reason before we process it.
Sending something back
- Email support@aajewelleryuk.shop with your order reference and what you are returning.
- We reply with the returns address within one working day. Please do not send anything to our registered office without asking first — it is not a returns address.
- Pack the items so they cannot move in transit, include your order reference, and use a tracked service.
- We email you when it arrives and again when the refund is issued.
Still not sure which of the four applies to you? Email support@aajewelleryuk.shop or call +44 7210559084 and we will tell you straight. If you think we have got a decision wrong, say so — we would rather sort it out directly than have you take it further, and nothing in this policy stops you from doing so.
See also: delivery, timescales and charges and terms and conditions.