Refund policy

1. Return & Exchange Period

You may request a return or exchange within 7 calendar days of receiving your order.

2. Eligibility Conditions

To be eligible for a return or exchange your item must:

  • Be in unworn, undamaged condition, with no visible signs of wear, scratches or alteration.
  • Be returned in its original packaging, including all certificates, tags, presentation boxes, and any free gifts.
  • For exchanges: likewise, it must meet the above criteria.
    Please note: personalised, engraved or bespoke items cannot be returned or exchanged unless faulty.
  • Pre-ordered and Made-to-order products is/are not eligible for refund/return/exchange.

3. Non-Returnable / Non-Exchangeable Items

The following items are not eligible for return or exchange unless faulty:

  • Earrings and other pierced jewellery (for hygiene reasons).
  • Custom, personalised, engraved or made-to-order pieces.
  • Sale or discount items (unless explicitly stated otherwise in your order).
  • Items missing original packaging, tags or showing signs of wear, damage or alteration. 

4. How to Initiate a Return or Exchange

  1. Email us at info@theodoraonline.com with your order number, the item(s) you wish to return or exchange, and the reason.
  2. We will respond with instructions and provide our returns address and any necessary return/reference number.
  3. We must receive the intent to return the products and return tracking number via email within 7 calendar days from the delivery date of your shipment.
  4. You are responsible for returning the item at your cost (unless we have explicitly agreed to cover the cost due to our error). We strongly advise using a tracked shipping service — we cannot accept liability for parcels lost in transit.
  5. The item must be returned within 7 days of your approval reference. Items sent outside that window may be refused.

5. Shipping Costs & Refunds

  • Return shipping costs (for change-of-mind requests) are borne by the customer; these are non-refundable.
  • Original shipping/delivery charges are not refundable unless we have made an error.
  • Once we receive and inspect the returned item and approve the return, we will refund the purchase price (excluding the non-refundable shipping cost) to the original payment method within 10 business days.
  • If more than 15 business days have passed since approval and you have not received your refund, please contact us.

6. Exchanges

  • For hygiene and safety reasons, Theodora Limited does not accept exchanges on any jewellery items. We only offer returns and refunds in accordance with our Return & Refund Policy. This ensures that every piece you receive is brand new, unworn, and handled with the highest standards of care.

7. Faulty or Incorrect Goods

  • If the item you received is faulty, damaged in transit, or not as described, please email us within 24 hours of delivery with a photo and your order number.
  • We will assess the issue and if accepted we will provide a prepaid return label (where applicable) and either replace the item, exchange it or issue a full refund, including reasonable return shipping costs.
  • If you report a fault after 24 hours, we may still assist under statutory rights, but we reserve the right to refuse returns for faults resulting from misuse or damage after delivery.
  • Post 24 hours we reserve the right to refuse prepaid return label. It may be borne by the customer until agreed up on or otherwise. 

8. Returned to Sender / Undelivered Parcels

If a parcel is returned to us because you refused delivery, provided an incorrect address, or failed to pay customs/duties, the original item cost will be refunded but not the original shipping cost. If you still wish to receive the item, a new order will need to be placed, and fresh shipping charges incurred.

9. Statutory Rights

This policy does not affect your statutory rights under consumer law (e.g., for faulty goods) which remain in full force.

10. By Placing an Order

By purchasing from Theodora Limited, you acknowledge that you have read, understood and agree to this Refund, Return & Exchange Policy, and accept the terms herein.