Our return promise

We want you to feel confident choosing HELIOR. In addition to any mandatory consumer rights that apply to you, we offer product-level return periods for eligible items. The applicable return period is shown on the product page and in your order confirmation. Once your return is authorised, send the item back within 14 days.

Return periods for eligible items

Eligible standard, non-personalised jewellery that is not made to a customer-selected size or length may be returned when you contact us within 30 days after delivery.

Eligible standard made-to-order rings and other pieces produced to a customer-selected standard size or length may be returned when you contact us within 30 days after delivery.

Selecting a standard metal, gemstone, ring size, bracelet length or necklace length shown on the product page does not by itself make an item bespoke. The product page and order confirmation will identify the applicable return period.

Sale and discounted items follow the same return rules as full-price items unless the item is genuinely bespoke, personalised or otherwise excluded below.

Items excluded from change-of-mind returns

1.   Genuinely bespoke items made to specifications outside the standard options offered on our website.

2.   Items that are clearly personalised or engraved.

3.   Items resized, altered or modified at the customer’s request after purchase.

4.   Earrings supplied with a tamper-evident hygiene seal, once that seal has been opened or broken after delivery.

5.   Items that have been worn beyond the handling reasonably necessary to inspect them, or that have been damaged after delivery.

These exclusions apply only to change-of-mind returns. They do not limit your rights if an item is faulty, damaged, incorrect or not as described.

Discretionary returns of excluded pieces

At our discretion, we may agree in writing to accept a voluntary return of a genuinely bespoke, personalised or engraved piece. Where we do, a 20% recycling and remanufacturing deduction may apply and will be disclosed before the return is authorised. This deduction does not apply if an item is faulty, damaged, incorrect or not as described, or where mandatory law gives you a cancellation or refund right.

Return condition

Please return the item unworn, unused and in the condition in which it was received, with all certificates, accessories and presentation packaging where reasonably possible. You may inspect the item as you would in a shop. If handling beyond what is reasonably necessary reduces the item’s value, we may make a lawful deduction reflecting that reduction.

How to request a return

1.   Email support@heliorstudio.com with your order number and the item you wish to return.

2.   Wait for written return authorisation and the correct return address. Do not send jewellery to an address shown on a shipping label without authorisation.

3.   Package the item securely and use a tracked, appropriately insured service. Keep your receipt and tracking information until the refund is complete.

Return shipping

For a change-of-mind return, the customer is responsible for return shipping unless we agree otherwise. The item remains the customer’s responsibility until it is delivered to the authorised return address.

If the item is faulty, damaged, incorrect or not as described, HELIOR will arrange or reimburse reasonable return costs in accordance with applicable law.

Refunds

We may withhold the refund until we receive the returned item or you provide satisfactory evidence that it has been sent back, whichever occurs first where required by law. Once approved, refunds are made to the original payment method within 14 days.

For an eligible cancellation, we refund the item price and the cost of our least expensive standard outbound delivery option. Any additional amount paid for express, premium or upgraded delivery is not refundable unless the order was faulty, damaged, incorrect or not as described.

Banks and payment providers may take additional time to display the refund after it has been issued.

Exchanges

We do not process direct exchanges. If your item is eligible, return it for a refund and place a new order. This helps us maintain accurate made-to-order specifications and pricing.

Damaged, faulty or incorrect items

Please contact us as soon as possible if an item arrives damaged, faulty or incorrect. For visible transit damage, we ask that you contact us within 48 hours and include clear photographs of the item, packaging and shipping label so that we can investigate promptly. The 48-hour request does not limit any statutory rights.

Nothing in this policy affects mandatory consumer rights. Where UK consumer law applies, faulty goods may carry a short-term right to reject within 30 days, followed by repair, replacement or other remedies as applicable.

Order changes and cancellations before dispatch

Contact us immediately if you wish to change or cancel an order. We cannot guarantee changes once production has begun. For eligible standard items, mandatory cancellation rights remain unaffected. Genuinely bespoke or clearly personalised items may not carry a change-of-mind cancellation right once the order is accepted.

International customers

This policy is offered globally, but mandatory consumer protections in your country or region may give you additional rights. Where those rights are more favourable, they apply.