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If you are for any reason not entirely satisfied with your purchase we are happy to offer a refund and exchange.

Our terms are:

To arrange a return, or if the item you received is faulty, or is not what you originally ordered, please email within 14 days of receiving the goods quoting the following:

·       your original order number

·       your name and address

·       details of the product you are returning & the reason for return

·       whether you require a refund or exchange/replacement.

You will need to return your order to the following address within 14 days of contacting us. Please ensure that you include your order number with your return. We do not offer free returns.


16 Marlborough Road


CT11 9BU

All products to be returned must be carefully re-packaged in their original packing and be in an unworn condition. We will not exchange goods that have been worn, do not have their original packaging, or show obvious signs of abuse. In this instance, the goods will be returned to the buyer at their own cost.

Refunds and exchanges will not be issued if you do not return your purchase within 14 days of notifying us of your request.

Please note, the return is your responsibility until it reaches us. For your own protection, we recommend that you send the parcel using a delivery service that insures you for the value of the goods. We cannot be held responsible for returns that are lost in transit. 

Your original postage costs will not be refunded unless the item you received was sent in error or is faulty.

In the case of an exchange, please remember to state clearly, the piece of jewellery you require. 


When ordering Rings, it is the customer’s responsibility to ensure that they have ordered the correct size.

If you are returning a gift we have to refund the person who paid for it. We are happy to exchange your gift but we will also have to inform the original purchaser.

In the interests of fraud prevention, your refund will be issued by the same method that you paid within 28 days of receipt of the return.

If you are returning goods from outside of the EU you must attach a customs declaration describing the goods as “BRITISH RETURNED GOODS” stating that the products are being returned because they are either unwanted or faulty.



All of our items are covered by our standard 6 month guarantee and will cover any manufacturing defects.

Please note this guarantee will not be valid if any damage is incurred by the customer. This includes any damage caused by perfumes, bleaching, heat exposure and general wear and tear.

Tarnishing or discolouration of silver or gold plated jewellery is not classed as a fault. All silver jewellery will naturally tarnish over time. Tarnishing is not a fault and there are steps that can be taken to ensure your jewellery does not tarnish, please see our JEWELLERY CARE section for details on this. 

We recommend that you store your Loel & Co jewellery in their original pouch and box in a dark, cool and dry place to help reduce tarnishing and scratching.

If your product is faulty we can offer a refund or exchange. If the item is out of stock we will issue a refund. 

Please note lost earrings are not faulty products. If the clasp of your earrings is loose or damaged please contact us before wear as we are unable to offer a refund on items that are not returned to us.