Refund policy

Returns & Refunds Policy

We want you to love your Balsa Blue pieces. If something isn't quite right, here's how returns work.

Your 30-day return window You have 30 days from the day you receive your order to request a return. To be eligible, items must be unused, in their original condition, and returned in their original packaging.

Items that can't be returned (hygiene) For hygiene reasons, pierced earrings (including studs and drops) cannot be returned or exchanged unless they are faulty or arrived damaged. This does not affect your legal rights in respect of faulty goods.

How to start a return Please email us at [your email] with your order number and the item(s) you'd like to return before sending anything back. We'll confirm the return address and next steps.

Return postage The cost of returning items to us is your responsibility unless the item is faulty or was sent in error. We recommend using a tracked or proof-of-postage service, as we can't be responsible for items lost in transit back to us.

Refunds Once we've received and inspected your return, we'll email to confirm. Approved refunds are issued to your original payment method within [14] days of us receiving the item. Original shipping charges are non-refundable except where the item is faulty.

Faulty or damaged items If your order arrives faulty or damaged, please contact us at [your email] within [14] days of delivery with a photo, and we'll arrange a replacement or full refund including any return postage.

Your right to cancel Under the UK Consumer Contracts Regulations, you have the right to cancel your order within 14 days of receiving it, for any reason, subject to the hygiene exclusion above. Our 30-day policy above is offered in addition to, and does not affect, your statutory rights.