Refund Policy
1. CANCELLING OR CHANGING ORDERS
Unfortunately, we are unable to cancel or change orders once they’ve been placed. Please double-check your item selection, address, and contact details carefully at checkout. Once submitted, orders are final.
2. RETURNS
Due to hygiene reasons, we do not accept returns on earrings or any jewellery that passes through a piercing. For all other non-piercing items, we accept returns under these conditions: we are notified within 14 days of your delivery date, evidence of order number and brief reason for return.
Not eligible for return:
- Earrings or any pierced jewellery
- Worn/opened items/Pop-up shop purchases (cash transactions)
- Sale, promotional, or discounted items
- Gift cards or gift wrap
Return Outcomes
- Store Credit: Full item value
- Refund: Item value minus a £5 return processing fee
3. FAULTY OR DAMAGED ITEMS
Within 14 Days of Delivery If you believe you’ve received a faulty item, contact us on instagram with:
- Your order number
- Photos or videos showing the fault
Eligible issues include:
- Chains breaking
- Stones falling out
Not covered:
- Minor flaws (e.g., loose clasps or pendants detaching)
- Tarnishing, fading, or discolouration due to wear or material exposure
Resolution Options:
- One-time replacement
- Store credit Refund (excluding shipping).
4. INCORRECT ORDERS
If you received the wrong item, contact us within 7 days of delivery with:Your order numberPhoto evidenceIf an error is confirmed, we’ll send the correct item or issue store credit. We may review warehouse footage for verification.
5. FINAL SALE ITEMS
The following are final sale and not eligible for return or replacement:
- Sale or promotional items
- Free gift items
- Pop-up exclusives
- Gift cards
- Earrings
6. OUT OF STOCK ITEMS
If an item you ordered becomes unavailable due to a stock error, we will offer:
- A waitlist option for restock:
- A product swap
- Store credit
- Full refund.
Orders not shipped within 30 days will be automatically refunded.
7. LOST PARCELS
Once your order is handed over to Royal Mail or another courier, Victoria Nell is not liable for lost parcels.Please contact the courier with your tracking number for assistance.
8. WEBSITE & TERMS
We reserve the right to update prices, products, and content on our site at any time without notice. Orders placed due to pricing or system errors will be cancelled and fully refunded.
9. CUSTOMER CONDUCT & SUPPORT POLICY
All support queries must be sent to Instagram DM or our email (victorianelluk@gmail.com). We aim to be fair, clear, and kind — and we ask for the same in return 💖
10.CONTACT US:
Need help? DM us on instagram! victorianell.uk.
Please include your order number and photos or videos where relevant. Otherwise email us at victorianelluk@gmail.com