RETURN & EXCHANGE

Returns & Exchanges

Returns and in-store exchanges may be requested within 14 days of receiving your order or purchase date.

All requests must be approved in advance. Please contact us at hello@byfirefly.co.uk with your order number or receipt before returning any item. Unauthorised returns or exchanges cannot be accepted.

Items must be unused, unworn, and returned in original packaging, including the jewellery box or pouch. Items showing signs of wear, damage, or alteration may be declined.

Non-returnable and non-exchangeable items include:
Earrings (for hygiene reasons), engraved or personalised pieces, altered items (including chain length changes), items returned after 14 days, and purchases made with gift cards or store credit.

Refunds are processed within 2–4 business days following inspection. Return shipping costs are the responsibility of the customer, and we recommend using a tracked service.

Exchanges are available in-store only, subject to stock availability. Exchanges may be made for items of equal or greater value, with any price difference payable.

 

 

Care & Repairs

Each By Firefly piece is crafted with care and designed to be worn and treasured. 

All repair requests are reviewed by our team to determine the most appropriate solution. Where possible, repairs may be offered complimentary; if costs apply, we will always confirm with you before proceeding. We do not offer direct replacements.

Unsolicited repair items cannot be accepted.