Refund policy

UK orders: changed your mind, 14 days to cancel

Under the Consumer Contracts Regulations 2013 you can cancel an online order for any reason within 14 days of the day you receive it (or the day you receive the last item of a multi-item order). You don't need to give a reason.

To cancel, email contact@shopsonelle.com with your order number and the words "I wish to cancel", or use the cancellation form at the bottom of this page.

Once you've told us, send the item back within 14 days, unworn and in its original condition and packaging, to the returns address we email you. You pay the return postage; we recommend a tracked service, as the item is your responsibility until it reaches us. We refund the price you paid plus our standard delivery charge within 14 days of receiving it back, or of you showing us proof of postage, whichever is first. If an item comes back worn or damaged, we can reduce the refund to reflect that.

Pierced earrings are exempt from change-of-mind returns for hygiene reasons once the seal is opened, as the law allows; they are of course still covered if faulty.

UK orders: faulty, damaged or not as described

Under the Consumer Rights Act 2015 our goods must be of satisfactory quality, fit for purpose and as described. If they aren't, you have 30 days from delivery to reject the item for a full refund. After that, you're entitled to a repair or replacement, and to a refund if that doesn't fix it. For the first 6 months a fault is presumed to have been there from delivery unless we can show otherwise.

In practice: email contact@shopsonelle.com with your order number and a photo. We reply within one working day. We'll ask you to post the piece back to our returns address; for a genuine fault we reimburse your return postage, as the law requires, and you choose a refund or a replacement. If you'd rather keep the piece, we can offer a discount code instead, but that's entirely your choice.

Australia and New Zealand orders

We don't offer change-of-mind returns, exchanges or refunds on orders delivered to Australia or New Zealand, including for size or colour choices. Every product page lists exact sizes, materials and colours, and we're happy to answer any question by email before you order.

Australia: our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

New Zealand: under the Consumer Guarantees Act 1993 our goods must be of acceptable quality, fit for purpose and match their description. If they don't, you're entitled to a repair, replacement or refund depending on how serious the problem is.

In practice: email contact@shopsonelle.com with your order number and a photo of the problem. We reply within one working day. For a genuine fault we either cover the postage to send the piece back to us, or let you keep it, whichever is simpler, and you choose a refund or a replacement as the law allows.

What isn't a fault

Our pieces are stainless steel, sterling silver or plated base metal with gold plating on the gold finishes. Plating wears with sweat, perfume, chlorine and knocks, and small colour differences between screens and real life are normal. Ordinary wear over time isn't a fault, but if you think something is genuinely wrong, email us and we'll take a look.

Cancelling before dispatch

Email contact@shopsonelle.com straight away with your order number and we'll cancel and refund in full if the order hasn't left the warehouse.

Model cancellation form

To Sonelle, contact@shopsonelle.com: I hereby give notice that I cancel my contract of sale of the following goods: [description]. Ordered on [date], received on [date]. Name of consumer: [name]. Address of consumer: [address]. Date: [date].