We want you to feel confident about your purchase. This policy explains change-of-mind returns, exchanges and your rights if something is wrong.

Change-of-mind returns

For eligible online purchases, tell us you wish to cancel within 14 days after delivery. You then have a further 14 days to send the goods back. You do not need to give a reason. Email contact@talia-rae.com with your order number or other proof of purchase so we can help identify your order.

You may inspect an item as you would in a shop. Please send it back carefully packaged, with its gift box and message card where possible. We may deduct a loss in value caused by handling beyond what is needed to establish the item’s nature, characteristics and functioning.

Personalised jewellery and earrings

Items made to your specifications or clearly personalised, including personalised engraving or custom message-card orders, are excluded from change-of-mind cancellation and returns. This does not affect your rights if goods are faulty, damaged, incorrectly supplied or not as described.

Non-personalised earrings are eligible for change-of-mind returns under the conditions above. Please avoid wearing them beyond what is necessary to inspect them.

Return postage

You pay the direct cost of a change-of-mind return. Please keep proof of posting. For faulty, damaged or incorrectly supplied goods, contact us first so we can arrange the appropriate return and cover reasonable return costs.

Refunds

For eligible cancellations, we refund the original payment method within 14 days after receiving the returned goods or evidence that you have sent them back, whichever is earlier. If you cancel the whole order, we also refund the cost of our least expensive standard delivery option. Any additional amount paid for express delivery is not refundable for a change-of-mind cancellation. Your payment provider may take additional time to show the credit.

Sale items have the same statutory cancellation and faulty-item rights as full-price items. Refunds for Clearpay purchases are handled through the applicable Clearpay refund process; continue scheduled payments unless Clearpay confirms an adjustment.

Exchanges

Contact us within the change-of-mind period if you would prefer an exchange, subject to availability. Any price difference is agreed before dispatch. For UK change-of-mind exchanges, you pay return postage and we cover delivery of the exchange item. For international exchanges, you pay return and replacement delivery charges. Statutory remedies for faulty goods are unaffected.

Faulty, damaged or incorrect goods

Please contact contact@talia-rae.com with your order details and, where possible, a photo of the issue. Your statutory rights may entitle you to a refund, repair or replacement. These rights apply to personalised items and earrings, and are not restricted to our change-of-mind period or voluntary warranty.

3-year warranty

Our jewellery, including personalised pieces, has a 3-year warranty against manufacturing faults. See our warranty policy for coverage and how to make a claim.

Return address

Talia-Rae Ltd, 100 Derby Road, Bootle, Liverpool, L20 1BP, United Kingdom

Please include your name and order number or other information that lets us identify your purchase. Contacting us first helps us process your return, but failure to use a particular procedure does not remove your statutory rights.

Optional cancellation notice

You can email or post a clear cancellation statement. For example: “I wish to cancel my order for [goods], ordered on [date] and received on [date]. My name is [name], my address is [address], and my order number is [number, if available].” Include the date and, if sending on paper, your signature. You do not have to use this wording.