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Return & Refund Policy
At Inasé, we want every piece to arrive in beautiful condition and to match the expectations shown on our website. Please read our return and refund policy carefully before placing your order.
- Return Rights by Location
Return rights may depend on your location and the type of item purchased.
UK Customers
For most online orders, UK customers may have the right to cancel their order within 14 days of delivery without giving a reason, unless an exception applies.
After notifying us that you wish to cancel, you must send the item back without undue delay and within the time required by applicable consumer law.
Items should be returned unused, unworn, undamaged, and, where reasonably possible, in their original packaging with any certificates, tags, pouches, boxes, or accessories included.
EU Customers
For most online orders, EU customers may have the right to withdraw from their purchase within 14 days of delivery without giving a reason, unless an exception applies.
After notifying us that you wish to withdraw, you must send the item back without undue delay and no later than 14 days from the day you told us you wish to withdraw.
Items should be returned unused, unworn, undamaged, and, where reasonably possible, in their original packaging with any certificates, tags, pouches, boxes, or accessories included.
USA and Other International Customers
For customers outside the UK and EU, return rights may vary depending on your country, state, or local law. Unless required by applicable law, we only accept returns for items that are damaged, defective, or incorrect.
If your item arrives damaged, defective, or incorrect, please contact us as soon as possible, preferably within 7 days of delivery where the issue is visible on arrival. This does not affect any rights you may have under applicable consumer law.
- Damaged, Defective, or Incorrect Items
If your item arrives damaged, defective, incorrect, or later appears to have a fault, please contact us through the Contact Us page as soon as possible.
Where the issue is visible on arrival, we recommend contacting us preferably within 7 days of delivery so we can review the case quickly.
Please include:
Your order number
Clear photos of the item
Clear photos of the packaging, if relevant
A short description of the issue
Once we review the issue, we will contact you with the next steps. Depending on the case and applicable law, we may offer a replacement, refund, repair, price reduction, or another suitable solution.
For UK and EU customers, this policy does not affect your statutory legal rights. If an item is faulty, not as described, or does not conform to the contract, you may be entitled to a repair, replacement, price reduction, or refund under applicable consumer law.
- Non-Returnable Items
For hygiene and customisation reasons, some items cannot be returned unless they are damaged, defective, incorrect, or unless applicable law requires otherwise.
Non-returnable items may include:
Personalised or custom-made jewellery
Custom-sized items made specifically to your request
Earrings or pierced jewellery if delivered in sealed hygiene packaging and the hygiene seal or sealed packaging has been opened after delivery
Items that have been worn, damaged, altered, or used beyond what is necessary to inspect them
Items returned in a condition that affects their resale value, where permitted by law
Please note: earrings or pierced jewellery are not automatically excluded from return in every case. The hygiene exclusion applies where the item was supplied in sealed hygiene packaging and the seal or packaging has been opened after delivery, unless the item is faulty, damaged, incorrect, or the law requires otherwise.
- Condition of Returned Items
Returned items should be:
Unused and unworn
Undamaged
Returned with any certificates, tags, pouches, boxes, or accessories included with the order
Returned in their original packaging where reasonably possible
We reserve the right to reduce or refuse a refund where an item has been worn, damaged, altered, used beyond what is necessary to inspect it, or returned in a condition that affects its resale value, where permitted by law.
If certificates, tags, boxes, pouches, or accessories are missing, we may reduce the refund where this reduces the value of the item or affects resale, where permitted by law.
- Return Shipping Costs
Return shipping fees are the customer’s responsibility for change-of-mind returns or cancellation/withdrawal returns, where permitted by law and where this was clearly stated before purchase.
We recommend using a tracked shipping service when returning an item. We cannot be responsible for returned items that are lost in transit.
If the item is confirmed to be damaged, defective, or incorrect, we will review the case and provide the appropriate return instructions or solution in line with applicable law.
- Shipping Fees and Refunds
For UK and EU customers, we will follow applicable consumer law regarding cancellation rights, withdrawal rights, standard delivery refunds, and return shipping responsibilities.
For valid UK or EU cancellation/withdrawal returns, we will refund the standard delivery cost paid for the original order where required by law. We do not have to refund extra delivery costs if you chose a delivery method more expensive than our least expensive standard delivery option.
For USA and other international customers, original shipping costs are non-refundable unless the item is damaged, defective, or incorrect, or unless applicable law requires otherwise.
If free shipping was provided, the original shipping cost was covered by us as part of completing the delivery. For refused, uncollected, incorrect-address, or failed-delivery orders, the actual original shipping cost, return shipping fees, customs charges, or reshipping costs may be deducted from any refund where permitted by law.
- Uncollected, Refused, or Returned-to-Sender Packages
If a package is not collected, refused, or returned to sender due to incomplete or incorrect delivery details, it is not treated as a standard return claim.
Once the package is returned to sender, we will review the order and contact you to arrange the next steps. Depending on the situation, we may offer to resend the package, issue a refund where required by law, or provide another suitable solution.
Please note that refunds are not automatic for uncollected or refused packages. Any original shipping fees, return shipping fees, customs charges, handling fees, or reshipping costs caused by failed delivery may be the customer’s responsibility, where permitted by law.
- Order Cancellations
We begin processing orders as quickly as possible after payment. If you need to cancel or change your order, please contact us immediately through the Contact Us page.
Once an order has entered processing or has been shipped, we may not be able to stop the shipment. However, this does not affect any cancellation, withdrawal, return, or statutory rights you may have under applicable consumer law.
For UK and EU customers, you may have the right to cancel or withdraw from most online orders within 14 days of delivery, unless the item is personalised, custom-made, a hygiene-sensitive item that has been opened after delivery, or otherwise excluded by law.
For USA and other international customers, cancellations and returns are handled according to our policy and applicable local laws.
- Refund Processing
Once we receive and inspect your returned item, we will notify you of the refund decision.
If approved, your refund will be processed to your original payment method. Please allow time for your bank, card provider, or payment service to process the refund.
For UK and EU cancellation or withdrawal returns, we will reimburse eligible payments without undue delay and within the time required by applicable law. We may withhold reimbursement until we receive the goods back or until you provide evidence that you have sent the goods back, whichever happens first.
Refunds may be reduced, delayed, or refused if the item is not returned in the required condition, is missing certificates or accessories, has been worn or damaged, or does not meet the return conditions stated in this policy, where permitted by law.
- Exchanges and Resizing
At the moment, we are unable to offer resizing or custom size adjustments. Each piece is available only in the sizes shown on the product page.
If you ordered the wrong size or style, please contact us as soon as possible. Once the order has entered processing or has been shipped, we may not be able to change it.
For UK and EU customers, ordering the wrong size or style may still fall under your cancellation or withdrawal rights unless an exception applies.
- How to Start a Return
To start a return, cancel an order, withdraw from a purchase, or report an issue, please contact us through the Contact Us page.
Please contact us before sending an item back so we can provide the correct return instructions and return address.
For UK and EU customers, this does not affect your statutory right to cancel or withdraw where that right applies.
Returns sent without contacting us first may be delayed or may be more difficult to process, but your statutory rights remain unaffected where applicable.