Returns & Refunds Policy

Returns & Refunds Policy (UK)

Last updated: 25 October 2025

We take pride in the quality of every piece we offer. If your order is not as expected, this page explains how to return an item or request assistance.
For delivery details, please refer to our Shipping Policy, as shipping options and costs may vary by supplier.

1) Your Consumer Rights

We follow all applicable UK consumer protection laws, including the Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015.

  • You have a 14-day cooling-off period from the day after delivery to cancel most online orders for any reason.

  • You must return the goods within 14 days of telling us you wish to cancel.

  • Refunds are processed within 14 days of receiving your return, using the original payment method.

  • We may deduct an amount if the item shows signs of handling beyond what is reasonable for inspection in a store.

  • If your item is faulty or damaged, you are entitled to a repair, replacement, or refund under the Consumer Rights Act 2015.

2) What Can Be Returned

Change-of-Mind Returns

You may return non-personalised, non-special-order items within the 14-day cooling-off period if they are:

  • Unused and unworn,

  • Returned in original packaging with tags, inserts, and certificates intact, and

  • Accompanied by your order number or proof of purchase.

Faulty or Damaged Items

If your order arrives faulty, damaged, or with a manufacturing defect, please contact us within 30 days of delivery.
We will offer a repair, replacement, or refund, depending on availability.

3) Special Orders (Made to Order / Non-Stocked Items)

Special Orders refer to items that are made to order or specially sourced upon customer request.
Because these pieces are produced specifically for you, they cannot be cancelled, exchanged, or returned once production has begun.

  • Returns for Special Orders will only be accepted if a manufacturing defect is present upon arrival.

  • Any manufacturing defect must be reported within 7 days of delivery, accompanied by photos and the product code.

  • If accepted, the item will be inspected and either repaired or replaced in coordination with the manufacturer.

  • Refunds for Special Orders are only issued if a replacement cannot be provided.

This policy ensures fairness to our customers while respecting our suppliers’ production terms and bespoke manufacturing process.

4) Hygiene and Personalised Exclusions

For hygiene and safety reasons, the following items cannot be returned unless faulty:

  • Earrings or any body-piercing jewellery, once opened or worn,

  • Engraved, resized, or personalised items,

  • Items that have been worn, used, or altered after delivery.

5) How to Start a Return

  1. Contact us first at our customer support email "support@ministryofluxury.co.uk"  with your order number, reason for return, and photos (if applicable).

  2. Wait for a Returns Authorisation (RA) confirmation before sending items back.

  3. Package the item securely in its original bag or box, including product codes and all packaging materials.

  4. Keep proof of postage and tracking until your return is fully processed.

Please refer to our Shipping Policy for postage options, as we work with different suppliers and carriers.

6) Return Postage

  • Change-of-mind returns: Return postage is the customer’s responsibility.

  • Faulty or damaged items:

    • UK returns – we will provide a pre-paid return label or refund reasonable postage once approved.

    • International returns – we will refund postage costs up to £28.50 when a receipt is provided (in line with our supplier’s policy).

  • For valid cancellations, we will also refund the standard outbound shipping charge; upgraded delivery services are non-refundable.

7) Inspection and Refunds

All returned goods are checked against the order and inspected upon arrival.
We reserve the right to:

  • Refuse or reduce a refund if items show wear, damage, or missing packaging beyond what is necessary to inspect.

  • Repair or replace faulty goods first where reasonable.

  • Issue refunds within 14 days of receiving approved returns.

8) International Returns

If you are returning items from outside the UK:

  • Mark the parcel clearly as “Returned Goods” to avoid unnecessary customs charges.

  • You are responsible for ensuring correct customs declaration; charges caused by mis-declaration are non-refundable.

  • Faulty item returns are eligible for up to £28.50 reimbursement when proof of postage is supplied.

9) Exchanges

For the fastest service, please place a new order for your desired replacement and return the original item following the process above.
This ensures your preferred size or style does not sell out while we process your return.

10) Items We Cannot Accept Back

We cannot accept returns where:

  • Items are returned without authorisation,

  • Items are used, worn, or damaged after receipt,

  • Packaging, certificates, or product tags are missing,

  • Hygiene-sensitive or personalised goods are returned for change-of-mind,

  • The item is a Special Order (unless faulty on arrival),

  • Returns are made outside the stated timeframe.

11) Need Assistance?

If your order is missing items or incorrect, please contact us immediately with your order number so we can resolve it promptly.

Summary of Supplier Alignment

  • Faulty items must be reported within 30 days and returned in their individual packaging with product codes, consistent with our supplier’s handling process.

  • International faulty returns are reimbursed up to £28.50.

  • Special Orders follow our supplier’s rule: no returns unless manufacturing defects are confirmed on arrival.

Your statutory rights are not affected.
For delivery times and courier information, please see our Shipping Policy.

!