Refund policy
Refund Policy
We want you to be happy with what you ordered. If you are not, here is exactly where you stand.
Right of withdrawal
Under EU consumer law you have 14 days from the day you receive your order to change your mind, without giving a reason. We extend this to 30 days.
Conditions
- The item must be unworn and show no signs of use.
- It must be returned in its original packaging, including any pouch or box.
- You must be able to provide proof of purchase (your order number is sufficient).
Items that cannot be returned
For reasons of hygiene and health protection, we cannot accept the return of earrings, ear piercings and any pierced jewellery once the sealed packaging has been opened. This exemption is provided for by Article 16(e) of EU Directive 2011/83/EU on consumer rights and is standard practice in the jewellery industry.
Gift cards and items explicitly marked as final sale are also non-returnable.
This exclusion does not apply to items that are faulty, damaged, or not as described.
How to return an item
- Contact us at contactsavannahco@gmail.com with your order number and the item concerned.
- We will reply with the return address and instructions. Please do not send items back before contacting us: unannounced parcels cannot reliably be matched to an order.
- Return the parcel using a tracked service. Until the parcel reaches us, it remains under your responsibility.
Return costs
The direct cost of returning the goods is borne by the customer, except where the item is faulty, damaged, or not what was ordered, in which case we cover the return cost in full.
Refunds
Once we have received and inspected the returned item, we will issue your refund within 14 days, using the same payment method you used for the original transaction. Depending on your bank, the credit may take a few additional days to appear.
We refund the price of the item together with the standard delivery cost originally paid. Where an express delivery option was chosen, the refund is limited to the cost of our standard delivery option.
Faulty or damaged items
If an item arrives faulty or damaged, contact us with a photograph within 14 days of delivery. We will arrange a replacement or a full refund, including return postage. This is in addition to, and does not limit, your statutory rights under the legal guarantee of conformity.
Exchanges
The quickest way to exchange an item is to return it for a refund and place a new order. Contact us and we will guide you through it.