Refund policy

Returns & exchanges

As a small independent business, we do not offer refunds for change of mind or personal preference.

For eligible ready-made gifts, we may offer an exchange or store credit by prior arrangement. Pieces must be unworn, unaltered and returned in their original packaging with proof of purchase. Customer-arranged exchange shipping costs are the customer’s responsibility.

Custom, made-to-order, personalised and discounted pieces are excluded from this gift exchange policy. Gift cards cannot be returned or exchanged for cash, except where required by law.


Custom & made-to-order pieces

Every custom piece takes time, care and work carried out especially for you. Custom and made-to-order jewellery is final sale and cannot be returned, exchanged or credited for change of mind.

This includes custom sizing, bespoke designs, personalised details and one-off commissions.

The design deposit is non-refundable once design work begins. Payments covering agreed design, stone sourcing and coordination work already completed, along with authorised non-recoverable purchases and production commitments, are also non-refundable for change of mind.

If your circumstances change, please contact me promptly so we can discuss the stage your piece has reached and the options available.


Faults & repairs

If your jewellery arrives damaged or appears faulty, please contact elle@prettysteep.co promptly, ideally within 14 days of delivery, with your order details and clear photographs.

We will assess the issue and arrange an appropriate repair, replacement or other remedy where required. Please also get in touch if a suspected manufacturing fault becomes apparent later.

Minor variations in texture and finish are part of individually cast and hand-finished jewellery and are not, by themselves, faults.


Care & accidental damage

Normal wear, scratches and changes in surface finish are expected over time and are not manufacturing faults.

Our manufacturing-fault cover excludes damage caused by:

  • impact, excessive force or accidents, including resulting stone loss

  • exposure to chemicals, cleaning products, perfumes or cosmetics

  • hot springs, pools or salt water

  • improper care or alterations by another jeweller

Loss and theft are not covered. An unrelated alteration does not remove your rights concerning an existing manufacturing fault.

If your piece needs attention, please contact us. We can assess it and discuss repair options and any costs before proceeding.


Contact & returns

Please email elle@prettysteep.co before returning any jewellery so we can confirm the return address and arrangements.

Sending an item back does not, by itself, establish eligibility for a refund, exchange or credit.

Nothing in this policy limits your rights under applicable consumer law.