RETURN & EXCHANGE

Return Policy

 

If you are not completely satisfied with your purchase, you may request a return within 14 calendar days of receiving your order. For eligible items returned in line with our policy, we will gladly issue a refund.

Before returning any items, please contact us at byfireflyjewellery@gmail.com with your original order number or receipt. All returns must be pre-approved. We cannot process unsolicited returns; any unapproved items will be sent back to you.

  • Returned items must be new, unused, and in their original packaging, including the jewellery pouch.

  • Items purchased in-store must be returned within 14 days with the original receipt, or you may contact us by email to request a refund.

  • Returns received damaged, worn, altered, or soiled may not be accepted and may be returned to you.

Non-returnable items

  • Items purchased in-store without a receipt

  • For hygiene reasons, earrings are non-returnable and non-exchangeable.

  • Engraved, personalised, or altered pieces, including items with chain length changes (e.g., added extenders or shortened chains)

  • Items returned outside of the 14-day policy

  • Items purchased with store gift cards or store credit

Refunds

  • Please allow 2–4 business days for your return to be processed.

  • All items are inspected by our Quality Assurance team. Additional fees may apply depending on the condition of the returned product—we will notify you in advance.

  • Customers are responsible for return shipping costs.

  • We recommend using a tracked delivery service, as we cannot be held responsible for lost returns.

 

Return address:
By Firefly
10 Church Street
Brighton
BN1 1US

Exchange Policy

We are happy to exchange any in-stock items purchased in-store.

  • Exchanges must be made within 14 days of the purchase date.

  • Items must be unused, in resalable condition, and accompanied by the original receipt.

  • You may exchange for an item of equal or higher value by paying the difference.

  • Exchanges cannot be processed by post—they must be made in-store.

Non-exchangeable items

  • Earrings (for hygiene reasons)

  • Engraved, personalised, or altered pieces (including chain length changes)

  • Items outside the 14-day exchange window

  • Items purchased with store gift cards or store credit

Repairs

For repair requests, please contact us in advance to arrange return shipping or an in-store assessment. We cannot accept unsolicited items; they will be returned to you.

  • Our specialists will evaluate the item to determine the cause of damage.

  • We do not provide direct replacements for damaged items.

  • If repairs can be offered free of charge, we will confirm this. If costs apply, we will email you beforehand to confirm whether you would like to proceed.

Earrings

For hygiene reasons and to ensure the safety of all our customers, we cannot accept returns or exchanges on earrings.

Please note: Sterling silver is a soft material. Small silver earrings may bend or shift slightly during wear. While we carefully check each pair before sale, issues such as bent posts or loose fittings caused by forceful bending or rough handling after purchase are not considered quality defects.

We do not offer refunds or exchanges for earrings that have become loose or damaged due to forceful bending or improper use.

If you require assistance with adjustments, you are welcome to bring the item into our store, or we can provide a video guide tutorial upon request.