Refund policy

Contact@sylvaandstoneuk.com - Please contact us before returning, including your order number, full name and item(s) you would like to return and we will then provide you with the returns address via email.

We hope you are happy with your purchase from Sylva & Stone. However if you are not satisfied you may contact us and return your jewellery to us within 14 days of receiving your order, for a refund. Items must be in their original, unworn, resalable condition and original packaging. Please note, returns may take up to 10 days to be refunded back to you. Customers are responsible for return shipping fees. If you live in Guisborough, we accept free local returns. Once you have contacted us regarding a return we will provide you with the returns address.    

Non-returnable items:

  • Earrings - due to hygiene reasons we are unable to accept returns on earrings, unless faulty.
  • Personalised/custom pieces - where applicable 

How to return an item:

After contacting us and arranging a return we will provide you with our returns address. Simply re-package the item in its original packaging, ensuring it is securely sealed. Kindly include a note informing us of your order number, full name and email address. Attach the returns address to the parcel and take it to your local post office (we recommend choosing a tracked delivery service) Customers are responsible for return shipping fees. Once the item has been returned, fully inspected and accepted, a refund will be processed to the original payment method used (excluding any delivery charges). Please allow up to 14 days for the returns process to be completed. We will contact you via email when the refund has been processed. 

Faulty/Damaged items:

At Sylva & Stone we take pride in the quality of our jewellery and we carry out multiple quality checks before sending orders out to customers. If your item arrives damaged or faulty please contact us by email within 30 days of receiving your order contact@sylvaandstoneuk.com

Information to include in the email:

  • Your order number
  • Your full name
  • Clear photographs of the damaged/faulty item

Failure to report damage within this time frame may affect your eligibility for a refund or replacement.

What is not considered a fault:

  • Normal wear and tear. Scratching, tarnishing, discolouration over time from general day-to-day activities, exposure to water, chemicals, abrasive/hard surfaces.
  • Damage caused by accidental pulling, bending or dropping. 
  • Damage caused by Improper storage 

Tarnishing, discolouration or scratching due to chemical contact ie, perfumes, water, sweat, heat, cleaning products and general wear and tear is not a fault and returns will not be accepted and the item(s) will be sent back to you. Please see our ‘Jewellery Care’ instructions on how to keep your jewellery looking its best.