Refund policy
At Eyelle London, we want you to love your purchase. If you're not completely satisfied, we're here to help.
Returns
We offer a 30-day return policy, meaning you have 30 days from the date you receive your order to request a return.
To be eligible for a return, your item must:
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Be unused, unworn, and in its original condition.
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Have all original tags attached.
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Be returned in its original packaging.
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Include proof of purchase (such as your order confirmation or receipt).
To request a return, please email us at eyellelondon@gmail.com with your order number and reason for the return.
If your return is approved, we'll provide instructions on how and where to send your item.
Please note that returns sent without first contacting us and receiving return instructions may not be accepted.
Return Shipping
Customers are responsible for the cost of returning items unless:
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The item is faulty or damaged.
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You received the wrong item.
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The item arrived with a manufacturing defect.
We recommend using a tracked shipping service, as Eyelle London cannot be responsible for returns lost in transit.
Damaged, Faulty or Incorrect Items
Please inspect your order as soon as it arrives.
If your item is damaged, defective, or you receive the wrong product, contact us within 48 hours of delivery by emailing eyellelondon@gmail.com with:
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Your order number
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A description of the issue
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Clear photos of the item and packaging
We'll assess the issue and arrange a replacement, exchange, or refund where appropriate.
Non-Returnable Items
For hygiene and safety reasons, the following items cannot be returned unless they are faulty:
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Earrings and other pierced jewellery
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Beauty or cosmetic products that have been opened or used
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Personalised or custom-made items
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Gift cards
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Items marked as Final Sale or Sale, unless faulty
If you're unsure whether your item is eligible for return, please contact us before sending it back.
Exchanges
We currently offer exchanges for eligible items.
If you'd like a different size, colour, or product, please contact us at eyellelondon@gmail.com. If the requested item is unavailable, we'll process your return and you can place a new order.
European Union Customers
If your order is delivered to a country within the European Union, you have the right to cancel or return your order within 14 days of receiving it without giving a reason. Return Courier charges apply.
To qualify, the item must be:
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Unused and unworn
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In its original packaging
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With all tags attached
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Accompanied by proof of purchase
Refunds
Once we receive your return, we'll inspect it and notify you whether your refund has been approved.
If approved, your refund will be issued to your original payment method within 10 business days.
Please note that your bank or payment provider may take additional time to process the refund.
If you haven't received your refund within 15 business days after approval, please contact us at eyellelondon@gmail.com.
Order Cancellations
Orders can only be cancelled before they have been processed or dispatched.
If your order has already been shipped, you'll need to follow our returns process once you receive your order.
Contact Us
If you have any questions regarding returns, refunds, or exchanges, please contact us:
Eyelle London