Refund policy

We want to ensure that your experience with StellarJWLondon is flawless. However, if your purchase doesn’t meet your expectations, we’re here to assist you!

You have 14 days from the date of delivery to return your order.

*Please note that we cannot offer refunds or exchanges on personalized products and earrings (unless they are faulty). If you have any questions about your order, our friendly customer service team is ready to help.

A few key points to remember:

  • All products must be returned in their original condition and packaging.
  • Personalized items, such as those in the name collection or items with added engraving or metal letters, cannot be returned (unless faulty).
  • Earrings cannot be returned (unless faulty).
  • We do not refund gift packaging.
  • Returns are processed within five working days of being received by our warehouse. Please allow a few extra days for the refunded amount to appear in your account.

For products purchased in a 2-for-1 offer, both items must be returned to receive a refund. If you wish to exchange just one of these items for another product, you only need to return the item you are exchanging.

To arrange a return or exchange, please email us at stellarjewelrystore@gmail.com. Our friendly team is happy to help!


Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.


Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at stellarjewelrystore@gmail.com.