Refund policy
At Kikyo Pearl, we want you to feel confident with every purchase. This policy explains our return conditions, process, timelines, and any applicable costs in a clear and transparent manner.
Return Eligibility
We offer a 30-day return policy for most items, which means you have 30 days from the date you receive your order to request a return, subject to the conditions outlined in this policy and your statutory rights.
To be eligible for a return:
- Items must be unworn, unused, and in the same condition as received
- Items must include their original packaging and tags
- Proof of purchase is required
Sale items are eligible for return only if you contact us within 7 days of receiving your order.
Items marked as “Final Sale” are not eligible for return, except where a return or remedy is required by applicable law.
For hygiene and safety reasons, return requests for earrings should be submitted within 48 hours of delivery. Earrings must be unworn, unused, and returned in their original packaging with all tags intact. This timeframe applies to change-of-mind returns and does not affect your statutory rights, including rights relating to faulty, damaged, or incorrectly supplied items.
How to Start a Return (Approval Required)
To initiate a return, you must contact us first at:
Email: info@kikyopearllondon.com
Please include your order number, the reason for your return, and clear photos showing the current condition of the item, including its original packaging and tags. These photos help us assess whether the item meets our return eligibility requirements before authorising the return.
Returns sent without prior approval may not be accepted. This does not affect any statutory rights you may have under applicable consumer protection laws.
Once your return is approved, we will provide detailed return instructions.
Return Address
Approved returns should be sent to the address provided in our return instructions.
Our primary return address is:
Kikyo Pearl
46 London Street
Reading
RG1 4SQ
United Kingdom
In some cases, we may provide an alternative return location or a return shipping label. Please follow the instructions provided by our customer service team after your return request is approved.
Return Shipping Costs
We do not charge any restocking fee.
For change-of-mind returns, where the item is not faulty, damaged, or incorrectly supplied, the customer is responsible for the return shipping costs. Customers may choose their preferred delivery service and are responsible for arranging and paying for the return shipment, subject to applicable consumer protection laws.
If an item arrives faulty, damaged, or incorrectly supplied, please contact us before returning it. We will review the issue and arrange an appropriate return solution, covering the applicable return shipping costs where required by law.
If the customer arranges and pays for their own return shipping, they are responsible for ensuring that the parcel is securely packaged and sent using a reliable, tracked delivery service. The customer is also responsible for retaining proof of postage and is strongly advised to purchase adequate shipping insurance to cover the full value of the returned item.
Kikyo Pearl cannot accept responsibility for parcels lost or damaged in transit when the return shipment is independently arranged by the customer, to the extent permitted by applicable law. This does not affect any statutory rights the customer may have under applicable consumer protection laws.
Damaged or Incorrect Items
Please inspect your order upon delivery.
If your item arrives damaged, defective, or incorrect, contact us as soon as possible so we can review the issue and arrange an appropriate solution.
Where a return is required because an item is defective, damaged, or incorrectly supplied, we will cover the applicable return shipping costs where required by law.
Exchanges
We do not offer direct exchanges.
If you wish to receive a different item, please contact us to arrange the return of the original item, subject to the applicable return conditions and your statutory rights. Once your return is approved, you may place a new order separately.
European Union Customers — 14-Day Cooling-Off Period
If your order is shipped to the European Union, you may have the right to cancel your online purchase within 14 days of delivery without providing a reason, in accordance with applicable EU consumer protection laws and subject to any lawful exceptions.
For customers outside the European Union, including the United Kingdom, the United States, and other international destinations, returns are subject to the return eligibility and timeframes outlined in this policy, without limiting any applicable statutory rights.
Returned items should meet the applicable eligibility conditions outlined above and include their original packaging and proof of purchase, where required. Nothing in this policy limits any mandatory consumer rights that apply to your purchase.
Refund Processing & Timeline
Once we receive and inspect your returned item, we will notify you of the approval status.
If approved:
- Refunds are issued to the original payment method
- For returns processed under our standard return policy, refunds are normally processed within 14 business days after approval
Where a statutory refund deadline applies, we will process the refund within the timeframe required by applicable law.
Please note that your bank or card issuer may take additional time to post the refund to your account.
If more than 15 business days have passed since your refund was approved, please contact us at info@kikyopearllondon.com.