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Refund policy

You have up to 14 days to change your mind and cancel your order and return it for a full refund, with the exception of earrings for hygiene reasons, and pieces that have been made to a non-standard size or engraved at your request.

Our guarantee on all our jewellery lasts 12 months. If a fault appears within 12 months you can contact us for an exchange or a refund if it's a fault that cannot be repaired.  If it's a fault that can be repaired easily or exchanged for a new version of the same a refund cannot be requested, unless it's within the 14 day return period. If a fault develops after 12 months we are unable to exchange or refund but can offer a repair for a nominal charge.  Exceptions to this are if the piece has been damaged in use, for example a chain or bracelet catch that has been stretched due to being pulled over time, or a ring that's acquired scratches or surface damage due to general wear and tear.

To be eligible for the 14 day return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. If pieces show any evidence of wear they will not be eligible for a return.

Non-returnable items:

  • Gift cards and Gift Vouchers
  • Personalised Jewellery that's been engraved for you
  • Earrings - for hygiene reasons we are unable to accept returns of earrings
  • Bespoke or made to order items such as bespoke cast gold jewellery, gold plated items or non standard sized pieces that are not available online

To complete your return, we require a receipt or proof of purchase, a copy of your email order confirmation or receipt is ideal.

Refunds (if applicable)

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a few days.  If your order was placed at a show we will contact you to arrange a suitable repayment method.

Late or missing refunds (if applicable)

If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at

Sale items (if applicable)

Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Exchanges (if applicable)

We only replace items if they are defective or damaged, or if you need it in a different size that's a standard size available online. If you need to exchange it for a different size, send us an email at and send your item to: Scarlett, PO Box 5334, Hove, BN52 9UH, United Kingdom.


If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.


To return your product, you should mail your product to: Scarlett, PO Box 5334, Hove, BN52 9UH, United Kingdom

You will be responsible for paying for your own shipping costs for returning your item. It's important you send any items back to us using a tracked and insured service as we cannot be held responsible for any loss in transit.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.  During Christmas we offer an extended returns period running usually until 15th January of the following year for Christmas gift orders placed between November and December.