Returns & Refunds
If something arrives damaged, faulty or not what you ordered, we will put it right. This page sets out exactly how, and what your rights are depending on whether you're buying as a consumer or for your reselling business.
Damaged, faulty or incorrect items
This applies to every order, business or personal. If your order arrives damaged in transit, faulty, or containing the wrong items, contact us within 48 hours of delivery with your order number and clear photographs of the problem - including the outer packaging if the damage happened in transit.
We will replace the affected items, or refund them in full including the original postage, whichever you prefer. We do not ask you to return damaged goods at your own cost.
Your right to cancel (consumer orders)
If you are buying as a consumer rather than for a business, UK law gives you 14 days from receiving your order to change your mind, and a further 14 days to send the goods back. You do not need to give a reason.
To cancel, contact us with your order number and tell us you are cancelling. Return the items unused and in their original condition and packaging. Return postage for a change of mind is at your cost unless the item was faulty or incorrectly supplied.
Once we receive the goods back in a resalable condition, we refund within 14 days to the original payment method.
Wholesale and business orders
Statutory cancellation rights apply to consumers, not to business purchases. Wholesale packs bought for resale are supplied as described and are sold as-is once received in good condition - we cannot accept returns simply because a pack did not sell as quickly as you hoped.
This does not affect your rights above: damaged, faulty or incorrectly supplied stock is always covered, whoever you are. If you are unsure whether a pack is right for you, ask us before you order and we will give you an honest answer.
How to start a return
-
Contact us within the relevant window with your order number and, for damage or faults, photographs.
Contact us -
We reply confirming whether to return the items, and to which address - please don't send anything back before this.
-
Pack the items securely. Use tracked postage and keep your proof of postage until the refund lands.
-
We inspect on arrival and confirm by email.
-
Your refund is issued to the original payment method. Banks typically take a further 3-5 working days to show it.
What we can't accept back
For hygiene, safety and practical reasons, we cannot accept returns of:
- Pierced jewellery, including earrings, once the sealed packaging has been opened.
- Cosmetics, skincare or any personal-care item once opened or used.
- Items that have been worn, washed, altered, relabelled or otherwise used.
- Items returned without their original packaging, tags or components.
- Items returned outside the timeframes set out above.
- Anything bought from another seller. If you bought a GBG product from a reseller, their returns policy applies, not ours.