Refunds & Returns Policy

Shipping

Orders are dispatched Monday to Friday. Once we have received your order, we aim to dispatch it within 1 to 4 working days.

We use secure tracked and signed-for delivery services, including Royal Mail Special Delivery for eligible UK shipments. UK delivery is complimentary.

For overseas shipments, we use secure international tracked and signed-for shipping.

Your jewellery is handled securely throughout the delivery process, from dispatch to arrival. During busy periods, public holidays and weekends, delivery may take a little longer. In your shipping confirmation email, you will receive a tracking number so you can follow your parcel.

For items valued over a few thousand pounds, the shipping method may vary depending on the destination country. In some cases, we may use a secure courier service or a higher security shipping option to ensure safe and timely delivery.

International

For international orders, return postage fees, customs charges and other international taxes are the responsibility of the customer. Please note that certain rules and regulations apply when purchasing internationally, and duties or taxes may also be charged when the parcel reaches the destination country.

All international shipments outside the UK are sent with secure tracked and signed-for delivery. Shipping costs are calculated at checkout.

What Is Your Return Policy?

If you have any questions about a piece before purchasing, please email us at lenacohenjewellery@gmail.com.

We accept returns or exchanges only where the item is unworn, unused, in its original condition, and returned with all original packaging, certificates, tags, security seals and proof of purchase.

Our standard return window is up to 28 calendar days from the date you receive your order. This includes 14 calendar days to notify us that you would like to return your item, followed by a further 14 calendar days to send the item back.

Refunds are issued to the original payment method within 5 to 10 business days after the returned item has been received, identified and inspected.

Personalised, resized, engraved, bespoke and made-to-order pieces are non-returnable unless faulty.

Earrings, Piercing Jewellery and Hygiene

For hygiene reasons, earrings, piercing jewellery and any jewellery intended to pass through the ear or body must be checked immediately on receipt and before being worn, tried on or inserted.

Earrings and piercing jewellery cannot be worn, tried on, inserted or used and then returned because they feel uncomfortable, unsuitable or not the right style for the piercing.

Returns of earrings and piercing jewellery can only be considered where the item is completely unused, unworn, uninserted, hygienically safe to return.

High Value Returns

High value jewellery returns are handled with enhanced checks. Returned pieces may be unpacked and inspected under video to verify condition, identity and authenticity.

All original packaging, certificates, tags and security seals must be returned intact. This includes grading certificates such as GIA, HRD or IGL where applicable.

High value returns must be sent using a secure, insured and trackable service suitable for the value of the item.

Return Instructions

To request a return, please email lenacohenjewellery@gmail.com with your order number, the condition of the item and the reason for return.

Once your return request has been accepted, we will confirm the correct return address and return instructions by email.

Please include your name, order number and any return reference inside the parcel so the return can be identified when it arrives.

Customers are responsible for return shipping costs unless the item is faulty, damaged on arrival or incorrect.

Please return jewellery using a secure, insured and trackable shipping method suitable for the value of the item.

Once the parcel has been posted, please email us with the tracking number, carrier name and the date the parcel was sent. This helps us identify and monitor your return correctly.

Please keep your proof of postage and tracking information until your return has been received, inspected and processed.

We cannot issue a refund if the original item is not received back by us in the required condition. We reserve the right to refuse returns that are worn, used, damaged, altered, late, unidentified, missing required packaging, missing certificates, missing tags, missing security seals, or otherwise not in line with this policy.