At PureJewels, we are committed to providing you with jewellery that you will cherish forever. However, if you are not completely happy with your purchase, we can offer you an exchange or a full refund.
We do not accept bespoke, personalised, or made-to-measure order pieces. All jewellery must be returned unworn in its original packaging.
Diamond and Gemstone Jewellery Return Policy
All diamond and gemstone jewellery, including nose pins, accompanied by a certification, must be returned with the original certificate. Returns without the certificate will not be accepted. If the certificate is not provided at the time of return, we reserve the right to deduct £25 as the cost of reissuing it from the refund amount.
Here’s what you need to do
Step 1
Inform us within 15 days of delivery with reference to your invoice/order number. You can do so by emailing info@purejewels.com or calling +44 (0) 208 470 1221.
Step 2
Pack your purchase securely in its original packaging and enclose the invoice/order form.
Step 3
Use the Royal Mail Special Delivery service to return your package to the following address.
PureJewels,
290-292 Green Street,
Forest Gate, E7 8LF, UK.
Please note that you are responsible for the insurance and return postage of your order, so we strongly recommend that you use a trackable service such as the Royal Mail Special Delivery. We do not accept liability for returned goods if you do not return them to us via Royal Mail.
https://www.royalmail.com/sending/uk/special-delivery-guaranteed-1pm
Step 4
You will receive a full refund once the product is received and passes the quality check. Unfortunately, we are unable to cover the cost of your parcel’s postage. The sales tax, import duties, and delivery charges for orders placed outside the UK are non-refundable.
In-Store Purchases – Exchange Only
For items purchased in-store, we now offer exchange only.
This policy reflects the highly personalised nature of our in-store experience. When you visit our showroom, our team dedicates time and care to help you explore our collections. There is no pressure to purchase — instead, we invite you to try pieces, feel the softness and warmth of 22ct gold, and receive expert, considered advice tailored to your taste and needs.
Each decision is made with intention, and your experience is crafted to ensure complete confidence before you leave with a piece you love.
In light of this, we are pleased to offer an exchange should you wish to choose an alternative item. However, refunds are no longer applicable for in-store purchases.
We welcome you to return within 15 days of purchase, along with the original receipt, to exchange for another item of equal or greater value. All returned pieces must be unworn and in their original condition.
This approach helps us continue offering a warm, attentive, and pressure-free environment — one where every selection is meaningful.
What if you miss the 15-day deadline?
In case you want to increase your return window due to special circumstances, please inform us, and we’ll be happy to provide assistance.
This does not affect your statutory rights.
If you have any questions related to how to return your jewellery, you can always contact us and we will guide you through the process.
You can chat with us via Live Assistance on the website, email us at info@purejewels.com or call us on +44 (0) 208 470 1221.
All orders that are returned are thoroughly disinfected.