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Refund policy

Return Policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

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, contact us at info@kolie.co.uk. Returns should be sent to:

Kolié Fine Jewellery
125 Rose Street
Edinburgh
EH2 3DT

If your return is accepted, we’ll send you a return shipping label and instructions on how and where to send your package. Items sent back without first requesting a return will not be accepted.
UK customers: we can provide a printable label or a QR code for Post Office drop-off.

You can always contact us with any return questions at info@kolie.co.uk.

Damages and Issues

Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so we can evaluate the issue and make it right.

Exceptions / Non-returnable Items

Certain items cannot be returned, such as:

  • Custom-made or personalised jewellery, including engraved or made-to-order designs.

  • Earrings and any jewellery intended for piercings, for hygiene reasons.

  • Items that have been modified or resized at the customer’s request.

  • Gift cards and sale items.

Please contact us if you have questions about a specific item before purchasing.

High-Value Items (£400 and Above)

Items with a value of £400 or more are subject to a material verification check. Refunds or returns for these items will only be processed after confirmation from the Edinburgh Assay Office. This ensures the authenticity and integrity of each returned piece and may add extra processing time.

Exchanges

The fastest way to get what you want is to return the item you have. Once the return is accepted, make a separate purchase for the new item.

14-Day Cooling-off Period (UK & EU)

For orders shipped to the UK or the European Union, you have the right to cancel or return your order within 14 days for any reason. The 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.

Important Notice

This policy applies only to purchases made through kolie.co.uk.
Our physical boutique(s) may have different return and exchange policies. Please check in-store for details.

Refunds

We’ll notify you once we’ve received and inspected your return and let you know if the refund was approved. If approved, you’ll be refunded to your original payment method within 10 business days. Please note it can take additional time for your bank or card provider to complete the transaction.
If more than 15 business days have passed since your refund was approved, please contact us at info@kolie.co.uk.