Right of Withdrawal

If you are a consumer purchasing through our website, you may have the right to withdraw from your purchase within 14 days from the date of delivery, in accordance with applicable consumer protection laws.

To exercise your right of withdrawal, please contact us at info@soullondon.cp.uk with your order details and request.

Extended Holiday Returns: Orders placed between 27 November and 24 December [YEAR TO CONFIRM] may be eligible for extended returns until 1 February [YEAR TO CONFIRM], subject to the applicable returns conditions. This extended policy operates in addition to your statutory consumer rights.

30-Day Returns Policy

At Soul London, we want you to feel confident when shopping with us. We offer a 30-day returns policy, subject to the conditions below. For a refund or exchange under this policy, items must be returned in their original, unworn, and pristine condition.

This commercial returns policy is in addition to your statutory consumer rights.

Upon receipt, our team will carefully inspect each returned item within 7 to 10 days.

The following items are not eligible for return or exchange under our commercial policy:

  • Engraved items: Items that have been engraved cannot be returned or exchanged.

  • Bespoke jewellery: Custom-made or bespoke jewellery orders are not eligible for return or exchange.

  • Resized jewellery: Items that have been resized cannot be returned or exchanged.

  • Earrings: For hygiene reasons, earrings can only be returned if they have not been worn.

These exclusions do not affect any statutory rights or remedies that apply under consumer protection law.

How to Return Your Order

If you are not satisfied with your purchase and wish to return it for an exchange or refund, please follow these steps:

  1. Prepare your parcel: Use the original packaging or another package of similar size to securely pack your item.

  2. Include documentation: Return all certificates and accompanying documents supplied with your order. Missing documents may delay processing or affect eligibility under our commercial returns policy.

  3. Choose a delivery service: We strongly recommend using a trusted delivery service and insuring your parcel for the full value of your order.

  4. Contact us: Email info@soullondon.cp.uk with the following details:

    • Your full name

    • Your order number

    • The delivery service used for the return

    • The tracking number

    • The reason for your return

Return Address:

[Please insert Soul London’s confirmed return address]

Please contact us before sending your return to confirm the correct return address and any required return instructions.

For security, avoid displaying valuable product details on the outside of your parcel. We recommend using discreet external packaging.

Returning Your Order In-Store

[Please confirm whether Soul London offers in-store returns.]

If in-store returns are available, please contact us to arrange an appointment and receive instructions.

Any returned jewellery may need to be sent to our dedicated team for inspection. In-store staff may not be able to assess return eligibility or issue an immediate refund.

Refunds & Exchanges

Once your returned jewellery has been received, our team will carefully inspect it within 7 to 10 days.

If your return is approved, we will process your refund within 8 to 10 working days. The time taken for the funds to appear in your account may depend on your payment provider.

Approved refunds will generally be issued to the original payment method, subject to applicable law.

Exchanges are subject to product availability and the applicable returns conditions. We will contact you if further information is required.

Nothing in this policy limits any statutory refund, cancellation, repair, replacement, or other consumer rights that may apply.

Damaged, Faulty or Used Items

If you notice an imperfection, fault, or damage upon receiving your jewellery, please contact us as soon as possible at info@soullondon.cp.uk.

Please include your order number, a description of the issue, and photographs where helpful. Our team will review your concern and advise you on the next steps and any remedies available under applicable law.

If your parcel arrives visibly damaged, you may refuse delivery where possible or contact us immediately for assistance.

Items altered by a jeweller other than Soul London may be excluded from any applicable voluntary manufacturing guarantee, subject to the guarantee terms and applicable law. This does not remove any statutory rights you may have regarding an original manufacturing fault.

We strongly recommend returning jewellery using a trusted delivery service and insuring the parcel for its full purchase value. Please retain your proof of postage and tracking details until your return has been resolved.

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