Refund policy

 RETURN POLICY

 

If you are not completely satisfied with your purchase, you can create a return and send back your purchase within 14 calendar days. We are happy to offer a refund on unsuitable items that are returned to us in accordance with our Returns Policy.

  • Contact us at byfireflyjewellery@gmail.com before returning anything. In the email, please provide us with your original order number or receipt.
  • Please contact us in advance to arrange the return shipment. We cannot process refund that have not been requested; they will be returned directly to your address.
  • All items should be returned new and unused, with Jewellery bag and original packaging within 14 calendar days from the day after you receive your order.
  • Items purchased from the store must be returned to the store with a receipt within 14 days, or contact us via email to request a refund.
  • Returns that are damaged, soiled, worn or altered may not be accepted and could be sent back to you.

Non-returnable Items

  • We cannot accept items that have been engraved, personalized or altered.This includes items where the necklace length has been altered, such as adding an extension chain or shortening the necklace.
  • We do not accept returns we receive outside of our 14 days return policy.
  • We cannot accept items that were purchase with store gift cards or store credits.

Refunds

  • we will take up to 2 to 4 business days to process your return request. All returns will be inspected by our Quality Assurance team and there may be additional charges based on your return instructions. We will notify you of any such charges before processing your request.
  • Customers will be responsible for paying for your own shipping costs for returning your items.
  • We recommend to use the track service for delivery. We cannot be responsible for returning lost items.

 

  • The return address is:

    By Firefly
    10 church street, Brighton
    BN1 1US

 

EXCHANGE POLICY

 

 

We are happy to exchange the item for you with any in-stock product from our store.

Unworn resaleable item(s) purchased from our store within 14 days from the order date on your receipts.

Please take the unworn resaleable item and receipt to our store. We gladly exchange the item to the same value or higher should you choose to pay the difference.

Unfortunately, exchanges cannot be processed by post.

 

  • We cannot exchange items that have been engraved, personalized or altered.This includes items where the necklace length has been altered, such as adding an extension chain or shortening the necklace.
  • We do not exchange items we receive outside of our 14 days return policy.
  • We cannot  exchange items that were purchase with store gift cards or store credits.

 

 

REPAIR ITEMS

 

For any repair requests, Please contact us in advance to arrange the return shipment or to schedule an in-store repair. We cannot process repairs for items that have not been requested; they will be returned directly to your address.

Our professional staff will evaluate and determine the cause of the damage. We cannot directly replace your damaged item. After assessment, we can determine whether the repair can be done free of charge. If any repair costs arise, we will contact you in advance via email to confirm whether you wish to proceed with the repair.

 

 

EARRINGS

Due to the softness of silver as a material, small earrings made of sterling silver may have their posts bent or angles altered based on individual wearing habits, which can prevent the back from fastening securely. We will inspect the earrings before sale.Any loosening or loss of the earring post after purchase is not considered a quality issue. We cannot offer refunds or exchanges for earrings that become loose due to rough handling or incorrect wearing habits.

If you need assistance with restoration, please bring the item to the store or contact us to receive a video guide tutorial.