Returns & Refunds

If a piece is not right, we would rather have it back than have you keep something you will not wear. This page explains the window, the conditions and exactly what happens after you email us.

The 30-day window

You may return an unworn piece within 30 days of delivery for a refund of the item price. The window runs from the delivery date recorded by the carrier, not the date you opened the parcel.

Returns that arrive after 30 days cannot be refunded, so please start the conversation before the window closes even if the parcel will not reach us in time.

Condition

The piece must be unworn and in the packaging it arrived in — pouch, card and box if your order included one.

Trying a bracelet on is expected and does not void a return. What we cannot accept is a piece that has been worn out, stretched, exposed to perfume or chlorine, or damaged after delivery.

How to start a return

1. Email 12thgems@gmail.com with your order number and which piece you are returning.
2. We reply within one business day with the return address and a short checklist.
3. Pack the piece securely and send it back. Please do not send anything before you have our reply — parcels without an order number are difficult to match to a refund.
4. We email you when it arrives, and again when the refund is approved.

Who pays for return shipping

You do, unless the piece arrived damaged, faulty, or was not what you ordered. In those cases we send a prepaid label and cover the cost ourselves.

Original shipping charges are not refunded on a change-of-mind return. They are refunded in full when the fault is ours.

Refunds

We inspect returns within two business days of arrival and email you the outcome. If approved, the refund is issued to your original payment method within three to five business days of that email.

Your bank or card issuer may then take a further five to ten days to post it. If the money has not appeared after that, email us with your order number and we will send you the transaction reference to take to your bank.

Exchanges

Exchanges follow the same 30-day window and condition terms. Tell us the size or piece you would like in your first email and we will hold it once your return is on its way, so it does not sell out while the parcel is in transit.

The difference in price, if any, is charged or refunded at the same time as the exchange.

What we cannot accept

• Custom and bespoke commissions — made to your specification and not resellable. If one arrives faulty or does not match the approved design, we remake or refund it.
• Gift cards.
• Pieces damaged by wear, water, perfume or accident after delivery.
• Returns sent after 30 days without arranging it with us first.

Sale items are treated exactly like full-price items. If a sale piece is unworn, it comes back on the same terms.

If it arrived damaged or wrong

Natural variation is not a fault

Natural gemstone is never uniform. Tone, banding, translucency and pattern will differ from the photograph and from piece to piece. That is a property of the material, and it is not grounds for a return on its own.

If a piece is materially different from what the listing described — wrong stone, wrong size, wrong design — that is our error, and it is covered under the damaged or wrong item section above.

Sizing

If the wrist size is wrong, email us before sending anything back. Depending on the piece, we can often restring it, and we will tell you what is possible and what it costs before you commit to either option.

Chargebacks and disputes

If something has gone wrong, email us first. A card dispute usually takes longer to resolve than a refund and freezes the money in the meantime. We have never refused a return that met these terms, and we are not going to start with yours.

Questions

Write to us with your order number and the question in your own words. One person reads every message and replies within one business day.

This page was last updated on October 28, 2026.