Refund policy

We hope you enjoy your new piece of jewellery but if for any reason you decide you need to return it then we have a 14-day return policy, which means you have 14 days after receiving your item to request a return if unworn. 

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. 

To start a return, you can contact us at eily@eilyoconnell.com. Please note that returns will need to be sent to the following address: Eily O Connell, The Old Schoolhouse, Salisbury Street, Bristol, BS5 9UD. 

The customer will need to pay for postage of the returns as well as any custom duties that may occur if shipping back to the studio in Bristol. Please always ship securely, in a box and tracked for a safe return back to be assessed. 

You can always contact us for any return question at eily@eilyoconnell.com

Damages and issue
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. 

Exceptions / non-returnable items 

Made to order, bespoke and commissioned pieces are exempt from returns unless structurally faulty.  Please get in touch if an assessment/ repair or something can be done to fix the issue. 

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. Return payments will be made to the original card you paid from. 

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 eily@eilyoconnell.com.