How do I exchange an item?Updated 9 days ago
We want you to fall in love with every single piece you wear! If the item you received isn't quite the right fit, style, or size, we would love to help you swap it for something you'll adore ✨
Here is everything you need to know about setting up an exchange:
1. The Exchange Guidelines 💌
- 30-Day Window: You have 30 days from the date of delivery to request an exchange.
- Condition: Items must be unworn, in good condition, and returned in their original packaging.
- Note: Please remember to include a note inside your parcel with your Name and Order Number so we know it’s yours!
- Stock Notice: Because stock moves so fast, we’re unable to hold items for an exchange while your parcel is in transit. If you need your new piece urgently, we recommend placing a new order on the website and returning your original piece for a store voucher or refund.
Standard Items (Rings, Necklaces, Bracelets)
You can request an exchange through our returns portal or by emailing us at [email protected] with your order number.
- Re-Shipping Fee: A £3.95 re-shipping fee applies to cover sending your new piece out to you, along with any difference in product price.
Earrings & Pierced Jewellery (Hygiene Exception)
- Hygiene Rule: Due to hygiene reasons, earrings (except ear cuffs) cannot be returned for a cash refund.
- Important: Please do not try to use the automated portal for earrings, as it won't allow earring returns. Instead, email us directly at [email protected] and we'll set up the exchange for you manually!
2. Exchanging 3-for-2 Items 🛍️
- Like-for-Like Swaps: If you bought an item as part of a 3-for-2 promotion and want to swap it for a piece of the exact same price, your 3-for-2 promotion stays completely active!
- Upgrading/Changing Values: If you’d like a higher-priced piece, you will receive a store credit voucher so you don't lose the value of your promotion.
3. How to Get Started (Step-by-Step) 📦
Option A: The Aftercare Portal
- Head to our Returns Portal.
- Enter your order number and email address and select 'Store Credit'
- Follow the steps on screen to print your label and send your original item back to our warehouse.
Option B: Self-Postage
If you’d prefer to use your own courier service to post your piece back, send it directly to:
Milly Grace c/o Hutch Logistics
1 Atholl Road, Chelmsford, CM2 6TB, UK
( We always recommend using a Tracked & Signed For service so we can make sure it arrives safely!)
How It Works Once Posted 💫
- Processing: As soon as your return parcel reaches our warehouse, it will be processed within 5–10 working days.
- Payment Invoice: Once your return has been received, we issue a store credit voucher for you to complete the exchange on our website.
❓ Got a question or need a hand?
We are always happy to help! Reach out directly to us at [email protected] 🤍