Refund policy

We have a 60-day return policy, which means you have 60 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, you can contact us at hello@raenastones.com. Please note that returns will need to be sent to the following address: 

Raena Stones
James and James Fulfilment, Rhosili Road
Brackmills Industrial Estate
Northampton
NN4 7JE
UK

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. 

You can always contact us for any return question at hello@raenastones.com.

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

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

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

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, 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.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at hello@raenastones.com.

We want you to be completely happy with your new purchase. However, if for any reason you are not completely satisfied with any items you may return them to us within 60 days of receiving your order unworn and unused, together with the original packaging.

Please note that currently we do not cover the shipping costs for returns/exchanges. You are responsible for your own return process and any fees that might incur during the process.

To start your return please:
Email us at hello@raenastones.com.

To exchange your order for another size or item please send us an email at hello@raenastones.com

*Please also note that earrings and any other pierced jewellery cannot be returned or exchanged for hygiene reasons.

*Goods remain the responsibility of the customer until we receive them back. We cannot accept any responsibility for loss of items in the post, so please keep your proof of postage safe, just in case.

When will I be refunded?

Please allow up to 7 working days after the refund has been processed for the refund to be credited to your account. This is down to your bank or card issuer and is out of our control. Refunds will be credited to you via the original method of payment or store credit.

Missing or wrong items

We sincerely apologise if the items received are not the items that was originally placed by you. On the rare occasion that this may happen, we ask you to please contact us as soon as possible at hello@raenastones.com

In some cases, we may ask for you to return the item back to us through our returns process found here.

Please note that if you are missing/received the wrong items, you must claim for this within 30 days of the order being dispatched.