Refund policy

Returns & Refunds

We hope you love your Laylea Jewelry order. If you change your mind, you may request a return within 30 days of receiving your items. Our 30-day return policy is additional to your statutory consumer rights, including the EU right of withdrawal.

Return eligibility

For a change-of-mind return under our 30-day policy, items must be unworn and unused, in their original condition, and returned with their original packaging and any tags. Please include your order number or other proof of purchase.

Earrings may be returned if they are unworn and their original packaging is unopened. We cannot accept change-of-mind returns of earrings that have been worn or removed from their packaging.

These conditions do not limit your rights if an item is defective, damaged, incorrect or otherwise does not conform to your order.

How to request a return

Email hello@laylea.com with your order number and the items you wish to return. We will provide the return address and instructions. Please do not send items back before contacting us.

Return shipping

For change-of-mind returns, you are responsible for the cost of shipping the items back to us. We recommend using a tracked service and keeping proof of postage.

If we offer you a prepaid return label, we will tell you its cost before you use it. That cost may be deducted from your refund.

If an item is defective, damaged or incorrect, we will cover reasonable return costs where required by law.

Promotional items and gifts

For a change-of-mind return under our additional 30-day policy, items purchased as part of a Buy 2, Get 1 Free offer must be returned as a complete group of three, including the free item. Where an order contains multiple qualifying groups, you may return a complete group of three without returning the other groups.

If returning items reduces your order’s qualifying merchandise value below the threshold for a free promotional gift, please return the gift with those items. The gift threshold is calculated from the merchandise total after discounts, excluding shipping charges and free gifts.

We refund the amount paid for the returned items. A free item has no separate refund value. These promotional return conditions do not limit statutory withdrawal rights or your rights concerning defective or non-conforming goods.

Damaged, defective, incorrect or missing items

Please inspect your order when it arrives and contact us promptly if something is damaged, defective, incorrect or missing. Email hello@laylea.com with your order number, a description of the issue and, where possible, photographs.

We will assess the issue and provide an appropriate remedy under applicable law. Your statutory rights and legal guarantee remain unaffected.

Exceptions to change-of-mind returns

Personalised or made-to-order items cannot normally be returned because you have changed your mind. Gift cards are non-refundable except where required by law.

Sale items may be returned under our 30-day policy unless a different condition was clearly disclosed before purchase. All items remain covered by applicable statutory rights if they are defective or non-conforming.

Exchanges

We do not routinely process direct exchanges. To choose another item, size or variation, return the original eligible item and place a new order. Availability cannot be guaranteed while a return is being processed.

For an unusual case, email hello@laylea.com and we will see whether an exchange is possible.

EU right of withdrawal

If the statutory right of withdrawal applies to your order, you generally have 14 days from receiving the goods to withdraw from the purchase without giving a reason. Notify us before that period expires by emailing hello@laylea.com. You may also use our EU Withdrawal Form.

After notifying us, send the goods back without undue delay and no later than 14 days after telling us of your decision. You are responsible for the direct cost of return shipping. You may inspect the goods as you would in a shop, but may be responsible for any reduction in value caused by handling beyond what is necessary to inspect them.

For withdrawal from the whole order, we will refund eligible payments, including the cost of the least expensive standard delivery option offered for that order. We may withhold the refund until we receive the goods or you provide evidence that you have sent them back.

The statutory right of withdrawal may not apply to personalised goods or hygiene-sensitive items supplied in sealed packaging once the seal has been broken. Your rights concerning defective or non-conforming goods remain unaffected.

Refunds

We will let you know when we receive and assess your return. Approved refunds are issued to the original payment method.

For returns under our additional 30-day policy, we aim to process the refund within 10 business days of approving it. Original delivery charges are generally not refunded for change-of-mind returns made after the statutory withdrawal period.

Where the statutory right of withdrawal applies, we will reimburse you without undue delay and no later than 14 days after you notify us of your withdrawal, subject to our right to wait until we receive the goods or evidence that you have sent them back. Your bank or payment provider may take additional time to make the refund available.

If more than 15 business days have passed since we approved your refund, contact hello@laylea.com.