Refund policy

Returns

We hope you love your order, but if something isn’t quite right, returns must be created within 7 days of delivery, and sent back to us within 14 days. 
Items must be returned in brand new, unworn condition, including all original packaging.

Please note that some items are non-returnable for hygiene or sale reasons:

• Body jewellery and earrings (for hygiene reasons)
  
• Mystery bundles (final sale)
  
• Gift cards

 

How to return your order:

1. Create your return by emailing contact@illusivejewels.com  with your order number and reason for return (within 7 days of delivery)

2. We'll reply with the return address — you can use any shipping method you prefer, we recommend using tracked shipping

3. Include a note inside your parcel with your order number so we know it's from you

4. Once we receive your return, we’ll process your refund within 5 working days

 

A handling fee of £1 per item will be deducted from any returns to help cover the cost of packing, processing, and restocking. 

If your order originally qualified for free shipping (orders over £50) and you return part or all of the order, making the order value fall below £50, the free shipping offer will no longer apply. The original shipping cost will be deducted from your refund total.

 

Free Gifts

Orders over £60 include a free gift as a thank you from us!
If you return part or all of your order and your total falls below £60, the free gift must also be returned.
If it isn’t returned, we reserve the right to deduct the value of the gift from your refund.

Promotional Returns Policy

If items purchased as part of a promotion or multi-buy offer are returned, the refund amount will be adjusted to reflect the terms of the offer.

For example, if you return part of a “3 for 2” order, the discount will no longer apply, and the remaining items will be charged at full price.

This means that depending on which item(s) are returned, your refund amount may be reduced or cancelled out if the order no longer qualifies for the original offer.

 

Refunds, Exchanges & Store Credit

Once your return has been received and inspected, we’ll issue either a refund, exchange, or store credit, depending on your preference.
Refunds are processed to the original payment method.
Shipping costs are non-refundable.

Please allow up to 7 working days after we receive your return for it to be processed.

Return Shipping

Customers are responsible for return postage costs.
We recommend using a tracked service and keeping proof of postage, as we can’t take responsibility for parcels lost in transit.

Damaged or Faulty Items

If your item arrives damaged or faulty, please contact us within 7 days of receiving your order, including your order number and clear photos of the issue.
We’ll be happy to offer a replacement, refund, or store credit once reviewed.

All items are covered by a 3-month warranty from the delivery date.
If an issue occurs after this period (for example, wear and tear such as a stone loosening after several months), it’s not covered under warranty.

International Returns

We accept returns from outside the UK if you change your mind once receiving your order.
Refunds will cover the item cost only, not postage or customs fees.

If a customer refuses to pay customs charges and the parcel is returned to us, it’s considered a refusal of delivery — in this case, no refund will be issued.
You may choose to pay a new shipping fee for the parcel to be resent.

We cannot cover costs for orders that are returned because customs duties weren’t paid — as time, packaging, postage, and handling costs have already been incurred.

Address Accuracy & Failed Deliveries

Please double check your shipping details before checkout.
We ship orders exactly as provided and cannot be held responsible for delays, losses, or returns caused by incorrect or incomplete addresses.

If a parcel is returned to us due to an incorrect address or failed delivery attempt, we can resend it once new postage is covered.
We do not offer refunds in these cases.

 

Free Shipping & Returns

Orders over £50 within the UK qualify for free shipping as part of a promotional offer.

If an order is returned in full, causing the total order value to fall below the free shipping threshold, we reserve the right to deduct the original shipping cost from the refund.

This deduction reflects the shipping cost we’ve already paid to dispatch your order and ensures fair use of our free shipping promotion.

Shipping costs are non-refundable unless the item is faulty or sent in error.

 

 

We reserve the right to deny returns that don’t meet our policy conditions (e.g. used, worn, or damaged items).
We always handle returns fairly and kindly — we’re a small business and we appreciate your understanding.