Returns & Exchanges

We want you to be delighted with your Meerayah piece. For eligible online purchases, tell us that you wish to return the item within 14 days after receiving it. You then normally have a further 14 days to send it back using the approved Meerayah return label and instructions.

To qualify for a change-of-mind return

• The item must be unworn, unused, unaltered and undamaged, apart from reasonable handling needed to examine it.
• The jewellery should be returned in its original condition and, where reasonably possible, with its original packaging.
• Certificates, documents, detachable components and complimentary items supplied with the purchase should also be returned.
• The return must follow the reference, address, carrier and tracked label provided by Meerayah.

Items normally excluded from change-of-mind returns

• Earrings where an applicable hygiene seal or protective packaging has been opened, removed or compromised.
• Jewellery made to individual specifications or clearly personalised.
• Engraved, resized, altered or customised jewellery, except where required by law.
• Gift cards and digital gift products, except where cancellation rights apply by law.
• Items damaged through misuse, accidental damage, neglect or unauthorised alteration.

1. Start the request

Sign in to your Meerayah customer account, open the relevant order and tell us whether you need a refund, exchange, help with a faulty item or warranty support. Where you cannot access your account, email contactus@meerayah.com with your name and order number.

2. Wait for the return instructions

Meerayah will review the request. Where the return is accepted or otherwise required by law, we will provide the return reference, approved address, tracked label and any relevant packing or drop-off instructions.

Please do not purchase separate postage or send jewellery to an address that has not been approved by Meerayah. Independently sent parcels may be delayed or may not be linked correctly to the order.

3. Pack the jewellery securely

• Place the jewellery in its pouch, presentation box or another suitably protective container.
• Use a securely sealed padded outer parcel and prevent the jewellery from moving freely inside.
• Include certificates, documentation, complimentary items and detachable components where reasonably possible.
• Do not attach adhesive tape directly to a presentation box, pouch, certificate, document or jewellery item.

4. Use the approved carrier

Attach the Meerayah-supplied label securely and follow the specified collection or drop-off method. Always obtain and retain proof that the parcel was handed to the carrier, together with the tracking number and return reference.

Return shipping charges

For an ordinary change-of-mind return, the customer is responsible for the return shipping cost unless Meerayah agrees otherwise. Meerayah arranges the tracked service and may deduct the disclosed label cost from the refund.

Where an item is faulty, damaged on arrival, incorrectly supplied or not as described, Meerayah will provide the appropriate return label without deducting its cost from the refund.

Choose the exchange option when starting your request. Once the returned jewellery has been received and accepted following inspection, we will confirm whether the requested replacement is available.

• If the replacement costs more, the difference must be paid before dispatch.
• If it costs less, any applicable difference will be refunded to the original payment method.
• If the requested item is unavailable, we will offer an alternative or process a refund where appropriate.
• A made-to-order replacement may begin a new crafting period.
• Return and replacement delivery charges will be explained before the exchange is confirmed.

Where an exchange is required because Meerayah supplied a faulty, damaged, incorrect or misdescribed item, Meerayah will cover the reasonable return and replacement delivery costs.

We will notify you when the return has arrived and again after it has been inspected. Approved refunds are sent to the original payment method.

Meerayah will process the refund without undue delay and within the period required by applicable law. Your bank, card provider or payment service may take additional time to display the funds after we release them.

Possible deductions

Where legally permitted, a refund may be reduced to reflect:

• The disclosed cost of a Meerayah-supplied return label for a change-of-mind return.
• Diminished value caused by handling beyond what is reasonably necessary to examine the jewellery.
• The identifiable cost or value of missing certificates, chargeable components or complimentary items linked to the purchase.

We will explain any proposed deduction before completing the refund.

Start the request from your Meerayah account or email contactus@meerayah.com.

Where possible, contact us within 48 hours if the parcel or jewellery appears damaged in transit. This helps us investigate with the carrier but does not remove any applicable statutory rights if you contact us later.

We may request photographs of the jewellery, affected area, parcel, internal packaging and shipping label. Where a fault or fulfilment error is confirmed, the appropriate resolution may include repair, replacement, exchange, refund or another resolution consistent with your consumer rights.

Crafting and delivery

The product page, quotation or order confirmation will show the estimated production period. A stated crafting period is separate from delivery time and is not a guaranteed delivery date unless Meerayah confirms a fixed date in writing.

Cancellation and sizing

Contact us promptly if you wish to cancel before dispatch. Applicable rights depend on whether the piece is a standard product or a genuinely bespoke or personalised commission.

Repairs or alterations by another jeweller may invalidate the limited warranty where that work caused or contributed to the issue.

Do I have only 14 days to post the parcel?

No. Tell Meerayah within 14 days after receiving an eligible online order. You then normally have a further 14 days to send it back using the approved return label.

Can I buy my own return postage?

Please do not. Meerayah issues the approved tracked return label so the parcel remains linked to your order and can be monitored.

Can standard made-to-order jewellery be returned?

Potentially, yes. The position depends on whether the jewellery was made to unique specifications or clearly personalised.

Can earrings be returned?

Earrings are generally not returnable for a change of mind once applicable hygiene protection has been opened, removed or compromised. Faulty, damaged or incorrect earrings remain protected by your statutory rights.