Refund policy

Returns & Exchanges We want you to love your jewellery! If you change your mind, we accept returns on unused and unworn items within 14 days of delivery.

To be eligible for a return:

  • Items must be completely unworn, unused, and in their original, resalable condition.

  • Items must be returned in their original packaging (including presentation boxes and pouches).

  • For hygiene reasons regarding pierced earrings, items must be tried on or inspected without breaking any hygienic seals, where applicable.

Damaged or Faulty Items Every piece is hand-crafted and thoroughly inspected prior to dispatch. However, if your order arrives damaged or with a defect:

  • Contact us within 14 days of receiving your parcel.

  • Include your order number, a brief description of the issue, and clear photos of the damage.

  • If approved, we will offer a free repair, replacement, or a full refund (including standard delivery costs).

Natural Gemstone Variations Because we use genuine natural gemstones, subtle variations in colour, pattern, matrix, and shape are unique characteristics of each natural stone. These natural features make your piece one-of-a-kind and are not considered manufacturing defects.

How to Return an Item

  1. Initiate Your Return: Contact us within 14 days of delivery with your order number and details of the item(s) you wish to return.

  2. Package Safely: Securely pack the item in its original box and outer protective packaging to ensure it isn't damaged in transit.

  3. Dispatch: Send the item back to us within 14 days of your return request being approved. Return postage costs are the customer's responsibility unless the item is faulty. We strongly recommend using a tracked service, as we cannot issue refunds for items lost or damaged in transit.

  4. Refund Processing: Once received and inspected, your refund will be processed back to your original payment method within 5–7 business days.

Non-Returnable Items

  • Items showing clear signs of wear or use.

  • Custom or bespoke orders.

  • Items returned after the 14-day window without prior notice.

EU Customers – Statutory Right of Return

Under EU consumer law, you have the right to cancel your order within 14 days of receiving your items, without giving a reason.

How to Return To initiate a return, please contact us at info@paon-blanc.com within 14 days of receiving your order. Items must be returned within a further 14 days of notifying us.

Condition of Returns Items must be returned unworn, undamaged, and in their original packaging. We reserve the right to refuse a return or deduct from your refund if items show signs of wear or damage.

Return Shipping Return shipping costs are the responsibility of the customer unless the item is faulty or not as described.

Refunds Once we receive and inspect your return, we will process your refund within 14 days. Refunds will be issued to your original payment method.

Exclusions The right of return does not apply to personalised or custom-made items, which are exempt under EU consumer law.

Faulty Items If your item arrives damaged or faulty, please contact us within 48 hours of delivery with photos and we will arrange a replacement or full refund including return postage.