Last updated: 29 October 2026

We want you to love every piece from Denoon London. If something isn't right, here's how we put it right. Nothing in this policy affects your legal rights.

Contact us

Email: denoonlondon@gmail.com
Phone: 07886033292

Changed your mind? You have 14 days to cancel

• You can cancel your order for any reason within 14 days of the day after you (or someone you name) receive it. If your order comes in more than one parcel, the 14 days run from the day after the last item arrives.
• You don't need to give a reason. Just email us with your name and order number, or use the cancellation form at the end of this page. Any clear statement will do.
• You can also cancel before your order arrives.
• This applies to sale and non-sale items, including earrings.

Sending it back

• Please email us first. We'll reply with the address to send your return to.
• Once you've told us you're cancelling, you have a further 14 days to send the item back.
• Please pack it carefully and keep your proof of postage.
• You're welcome to handle and try on a piece the way you would in a shop. If an item has been handled more than that, or is returned damaged, we may take the loss in value off your refund.
• Return postage on website orders: if you've changed your mind, you pay the cost of sending the item back. If the item is faulty or we sent the wrong item, we pay (see below).

Earrings

Earrings are covered by the same 14-day right to cancel as everything else. For hygiene, please don't wear them before you decide, and send them back in their original packaging.

Made-to-order pieces

Nothing we sell is made or engraved to order, so every piece, including initial and name pieces chosen from our range, is covered by the 14-day right to cancel.

Your refund

• We'll refund you within 14 days of receiving the item back, or of you sending us proof that you've posted it, whichever is sooner. If you cancel before we've sent your order, we'll refund you within 14 days of you telling us.
• We refund the price of the item, any gift box you bought with it, and the standard delivery charge you paid. If you chose Express, we refund what standard delivery would have cost on that order, not the extra for Express.
• Refunds go back to your original payment method. We never charge a fee for a refund.

Faulty, damaged or not as described

By law, your jewellery must be of satisfactory quality, fit for purpose and as described. This applies to every item, including earrings and sale items.

• Within 30 days of delivery: you can reject a faulty item and get a full refund.
• After 30 days: we'll repair or replace it. If that isn't possible, or doesn't fix the problem, you can choose a price reduction or reject the item for a refund. We may make a deduction for use if you reject it more than 6 months after delivery.
• If a fault appears within 6 months of delivery, we'll assume it was there when it arrived unless we can show otherwise.
• You can make a claim for up to 6 years after delivery (5 years in Scotland).
• Please email us a photo of the problem and your order number, and we'll send you the returns address. We pay the return postage for faulty or wrong items.
• Normal wear and tear, accidental damage or misuse aren't faults.

Damaged or lost in the post

Under the Consumer Rights Act 2015, your order stays at our risk until it's delivered to you. If it arrives damaged, or doesn't arrive, email us and we'll send a replacement or give you a full refund.

Orders from TikTok Shop, eBay or Etsy

• TikTok Shop: start your return in the TikTok app. TikTok Shop's returns rules apply, and we pay return postage both ways on TikTok Shop orders.
• eBay and Etsy: start your return in the app. The returns settings shown on the listing apply, and they never take away your legal rights above.

Exchanges

We don't offer direct exchanges. Please return the item for a refund and place a new order for the piece you'd like.

Who can return

Returns are arranged by the person who bought the item, and refunds always go back to the original payment method. If you've received a gift, please ask the person who bought it to contact us.

Not happy with how we've helped?

Email us and we'll look into it personally. For free independent advice, contact the Citizens Advice consumer helpline on 0808 223 1133 (England and Wales), Advice Direct Scotland on 0808 164 6000, or Consumerline on 0300 123 6262 (Northern Ireland).

Cancellation form

Copy this into an email to us. You don't have to use it.

To: Denoon London, denoonlondon@gmail.com

I/We hereby give notice that I/We cancel my/our contract of sale of the following goods:
Ordered on / received on:
Order number:
Name of consumer(s):
Address of consumer(s):
Signature of consumer(s) (only if this form is sent on paper):
Date: