Refund policy
Returns & Refund Policy
At JoolTree, we want you to love your jewellery. If something’s not quite right, we’re here to help.
How to Start a Return
To return an item, email us at returns@jooltree.com with:
- Your Order Number
- A short note confirming which item(s) you'd like to return
Returns are sent to our UK-based studio. Once we receive your email, we’ll reply with the return address.
You must use The Royal Mail with a Tracked Service (such as "Tracked 24" or "Tracked 48") when sending your item back.
No Exchanges – Just Reorder
We don’t offer exchanges. The fastest way to get the item you want is to:
- Return the item you don’t want
- Place a new order for the item you want
Return Eligibility
You have 14 Calendar Days from the date your order is delivered to request a return.
To be eligible for a refund, the item must:
- Unworn
- Undamaged
- In its original packaging (including any pouches or clear bags)
International Returns
If you’re returning from outside the UK:
- Clearly label the package as:
"RETURNED GOODS. ZERO CUSTOMS VALUE." - Any customs charges we incur will be deducted from your refund
Refunds
Once your return is received and inspected:
- We’ll notify you by email if your refund is approved
- Approved refunds will be issued to your original payment method within 14 Days
- Depending on your bank, it may take up to 5 Additional Working Days for the refund to appear in your account
Important Notes
- Customers are responsible for the cost of return shipping
- We do not refund any shipping charges
- We’re not responsible for returns that are lost or undelivered, so please make sure you use a Tracked Service with The Royal Mail.
Need Help?
Email us anytime at returns@jooltree.com – we’re happy to help.
Policy Updates
We occasionally update our returns and refund policy as our business grows.
By placing an order, you agree to the version of the policy in place at the time of purchase. You can always find the latest version right here on our website.