Refund policy
Earra — Refund & Return Policy
Last updated: 2 July 2026
Please read this policy in full before purchasing. Due to the nature of jewellery, our return conditions are strict.
Earrings — No Returns
All earrings (hoop earrings and stud earrings) are non-returnable once the original hygiene seal or packaging has been opened.
This applies without exception, regardless of reason. It is a legal and hygiene requirement under the UK Consumer Contracts Regulations 2013, which exempts sealed earrings from the standard right of return once the seal is broken.
If you receive earrings and do not open the packaging, see the "Bracelets" section below for cancellation rights. Once opened, no return is possible.
Bracelets — 14-Day Cancellation Window
For bracelets only, you have a statutory right to cancel your order within 14 days of the date your order is delivered.
To exercise this right, all of the following must apply:
- The bracelet is unworn and unused
- It is in exactly the same condition as received — no scratches, tarnish, or any sign of wear
- All original tags, packaging, and jewellery dust bag are fully intact
- You have not used a sale or discount code — sale items are final sale (see below)
- You contact us within 14 days of delivery — requests after 14 days will not be accepted
Return requests received after 14 days will not be considered under any circumstances.
Sale Items — Final Sale, No Exceptions
Any item purchased during a sale, promotional event, or with a discount code (e.g. EARRA20, BF30, BOXING25, or any seasonal code) is final sale for change-of-mind returns. No returns, no refunds on that basis.
This includes earrings and bracelets purchased at a discounted price.
Your statutory rights under the Consumer Rights Act 2015 in respect of genuinely faulty goods are not affected by this policy. If you believe an item has a manufacturing defect, see "Damaged, Defective, or Incorrect Items" below.
How to Request a Return
- Email itsearra@gmail.com with your order number and reason for return before sending anything back
- Wait for our confirmation. Items sent back without prior written authorisation will not be accepted and will not be refunded
- Once approved, we will provide the return address by email
Return Shipping
- You are responsible for all return shipping costs
- Use a tracked service (Royal Mail Tracked, Evri, or DPD). We are not responsible for returns lost in transit
- Pack the item securely. Returns received damaged due to inadequate packaging will not be eligible for a refund
Items We Cannot Accept Returns On
The following cannot be returned under any circumstances:
- All earrings (hoops or studs) once original packaging seal is opened
- Items showing any sign of wear, tarnish, scratching, bending, or exposure to water, chemicals, or perfume
- Items not in their original packaging or with missing tags
- Sale items or items purchased with any discount code
- Gift cards
- Bracelets returned after the 14-day window
Damaged, Defective, or Incorrect Items
Inspect your order immediately upon delivery. If your item arrives damaged, defective, or incorrect, contact us at itsearra@gmail.com within 48 hours of delivery with:
- Your order number
- Clear photographs of the item and any packaging damage
- A description of the issue
We will assess your report and offer a replacement as our first resolution. A replacement will be dispatched once the original item is returned and inspected. A full refund will be offered only if we are unable to fulfil a replacement.
Requests received more than 48 hours after delivery will not be considered for transit damage claims.
Please note: this 48-hour window applies to reporting transit damage only. Your statutory right to reject genuinely faulty goods under the Consumer Rights Act 2015 is not limited to 48 hours — see "UK Statutory Rights" below.
This does not apply to: tarnishing, discolouration, or physical damage caused by water, chemicals, perfume, sweat, improper storage, or normal wear and tear. These are not manufacturing defects and are not eligible for return or refund. See Jewellery Care below.
Exchanges
We do not offer direct exchanges of any kind. If you wish to purchase a different item, place a new order. We do not hold stock against potential returns.
UK Statutory Rights
Nothing in this policy removes or limits your statutory rights under the UK Consumer Rights Act 2015.
Under the Consumer Rights Act 2015 you have:
- A 30-day right to reject goods that are not of satisfactory quality, not fit for purpose, or not as described — and receive a full refund. This applies regardless of any discount or sale.
- After 30 days: a right to a repair or replacement as a first remedy, and a refund if that fails.
These rights apply regardless of any discount code or sale price, and regardless of the 48-hour transit damage reporting window above.
If you believe an item has a manufacturing defect (not wear, tarnish, or damage caused by improper care), contact us at itsearra@gmail.com with your order number and clear photographs. All reports are assessed individually.
Refund Processing
Once a return is received and confirmed eligible:
- We will notify you by email of the outcome
- If approved, your refund will be processed to your original payment method within 5–10 business days
- Refunds are issued to the original payment method only. We do not issue cash, store credit, or transfers to alternative payment methods
Jewellery Care — Important
Improper care voids return eligibility on quality grounds:
- Do not expose to water, swimming pools, the sea, perfume, hairspray, cleaning products, lotions, or sweat
- Remove before sleeping, exercising, showering, or swimming
- Store in the provided dust bag, away from sunlight and humidity
- Hypoallergenic properties, where stated, may degrade over time with exposure to moisture, chemicals, and friction — this is normal and not a defect
- Tarnishing, discolouration, or physical damage caused by failure to follow these instructions is not a manufacturing defect and is not eligible for a return or refund
Contact
For all return enquiries: itsearra@gmail.com Include your order number. Response within 2 business days.
Earra. itsearra@gmail.com