Refund policy

Overview

We have a 14-day return policy - for all items other than commissions - which means you have 14 days after receiving your item to request a return and receive a refund or an exchange. 

Your item must be in the same condition that you received it in, unworn or unused and in its original box and packaging, alongside with any accompanying polishing cloths or care cards originally provided. You’ll also need the receipt or proof of purchase.

Please note we are unable to accept returns on commissions unless the item is faulty, or on earrings for hygiene reasons. Exceptions may be made, for commissions if the item is unwearable, and on earrings if they are unworn and we are contacted as soon as your order is received.

As with any handmade item, each piece is individual and may have areas of imperfection and difference: please check the product photos and description before making your purchase. Should you be unsatisfied with your piece of jewellery upon receipt, for any reason, please get in touch. 

To start a return, you can contact us at dawn@foundbydawn.co.uk referencing your order number. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package.

Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at dawn@foundbydawn.co.uk: please title your email 'Return request'.

You are responsible for paying your own shipping costs for returning your item and these are non-refundable. If you are posting back an item over £50 you should consider using a trackable postal service or a service which offers compensation in case the item is lost or damaged. We do not guarantee that we will receive your return. Any items that do not reach us are the customer's responsibility. 

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Tarnishing or discolouration is not a fault. Any damage to an item caused by wearing it - including any damage from perfumes, hand santiser, heat or water exposure, bleaching or general wear and tear - will not be covered by this returns policy.

Please see the care card provided with the item's purchase, for information on how to avoid such issues and details about how to maintain the jewellery's original appearance. 

In exceptional circumstances where an item is faulty, we may be able to offer a repair or replacement, up to 3 months from its purchase. Please contact dawn@foundbydawn.co.uk with full details of the issue (including photos where possible) so we can assess whether this is possible. 

Exceptions / non-returnable items

Certain types of items cannot be returned, such as special orders, personalized or made-to-order items, bespoke pieces and commissions. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges

The fastest way to ensure you get what you want, is to return the item you have.  Once the return is accepted, you are advised to then make a separate purchase for the new item.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.