Delivery & Returns

Please read our returns policy carefully to ensure your request can be processed as quickly as possible:

• You must request a return within 14 days of receiving your order. 
• You need to contact us at [email protected] to authorise your return, prior to posting.
• Items must be in the same condition as received and in their original packaging. Any returns that are damaged or returned without their original packaging will not be accepted.
• For hygiene reasons, earrings cannot be returned or exchanged, unless faulty. This does not affect your statutory rights.
• Accepted returned items will be credited to the payment method used to originally purchase the items, within 5 working days of receiving the return. Refunds to a credit or debit card can take up to 10 working days.
• If an item is faulty when you receive it, you need to inform our Customer Service team within 14 days from the date you received it, via email to [email protected] A photo and description of the fault will be required.
• Unless jewellery is damaged or faulty, the return delivery charge will be at a cost to yourself and we will refund you for the product price only.
• If your jewellery is faulty, we will either provide a returns postage label or refund your return postage up to £2.50 (UK) or £8.00 (international).
• Items that are damaged as a result of normal wear and tear, by accident, or through misuse will not be considered faulty.
• Unfortunately, we are unable to offer exchanges.

This returns policy is in addition to, and not instead of, your statutory rights.

All our jewellery is handmade by an amazing team of makers and they undergo careful quality control before being dispatched to you. However, faults can occasionally occur or jewellery can be damaged in the post. Should this happen to you – don’t fear, we will sort it for you as quickly as possible. All you need to do is email us within 14 days of receiving your order at [email protected], along with an image of your faulty item. Our customer care team will respond within 48 hours to arrange for a hassle-free return.

We will either provide a returns postage label or refund your return postage up to £2.50 (UK) or £8.00 (International).

Once we receive the returned item(s), a refund will be issued to your original payment method within 5 working days. Refunds to a credit or debit card can take up to 10 working days. You will receive an email when your return has been processed.

We can all be indecisive from time to time – if you change your mind about an item, just make sure you return it to us within 14 days, in the same condition as received and in the original packaging.

Unless jewellery is damaged or faulty, the return delivery charge will be at a cost to yourself and we will refund you for the product price only. We always recommend using a Signed For or Tracked delivery service to ensure your items arrive – we cannot be held responsible for items that go missing in the return post.

Once we receive the returned item(s), a refund for the product price will be issued to your original payment method within 5 working days. Refunds to a credit or debit card can take up to 10 working days. You will receive an email when your return has been processed.

1. Contact us within 14 days of receiving your order at [email protected] to request a return. All returns must be authorised, prior to posting. We aim to respond to you within 48 hours..
2. Once your item has been approved to be returned, please fill out the Returns form on the reverse of your invoice and enclose it in the return parcel. Make sure your items are securely wrapped back up in the materials they were delivered in. Need a new return form? Download it here
3. Print off a pre-paid Royal Mail returns label and attach it to the outside of your parcel. You can download a pre-paid Royal Mail returns label here: http://www.royalmail.com/track-my-return/create/2701
4. Finally, drop off your item at your local Post office® branch and keep your proof of postage. Your item will be fully tracked on its way back to us.
5. Once we receive the returned item(s), a refund will be issued to your original payment method within 5 working days.Refunds to a credit or debit card can take up to 10 working days. You will receive an email when your return has been processed.

International returns should be posted back to our address below, together with your completed Returns Form. We always recommend using a Signed For or Tracked delivery service to ensure your items arrive – we cannot be held responsible for items that go missing in the return post.

Ornato Ltd, Clyde Offices 
2nd Floor

48 West George Street – Glasgow G2 1BP

Unless jewellery is damaged or faulty,the return delivery charge will be at a cost to yourself and we will refund you for the product price only. If your jewellery is faulty, then we will refund your return postage up to £8.00.

If you have any queries regarding delivery and returns, please contact our customer service team at [email protected].