Curating your experience
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Elevate Your Elegance
Elevate Your Elegance
Curating your experience
Legal
Last updated: 27 March 2026
At ARCHANGEL by Shimz, every piece is crafted with the utmost care and attention to detail. We stand behind the quality of our work and want you to be entirely satisfied with your purchase. If for any reason you are not, this policy explains how we can make it right.
This policy supplements our Terms & Conditions and does not affect your statutory rights as a consumer under the Consumer Rights Act 2015.
We offer a 30-day satisfaction guarantee on all eligible purchases. If you receive a piece that is not right for you — whether the size, the style, or simply a change of heart — you may return it to us within 30 calendar days of the delivery date for a full refund of the item price, subject to the conditions set out in this policy.
We believe fine jewellery should bring joy. Our aim is always to resolve concerns promptly, courteously and to your complete satisfaction.
To be eligible for a return and refund, the following conditions must be met:
We reserve the right to decline a return if an item is received in a condition that suggests it has been worn, altered or inadequately packed for return transit.
The following items are not eligible for return or refund unless they are faulty or incorrectly sent:
Bespoke & Custom Commissions
Any piece designed and made to your personal specification — including custom engagement rings, personalised pendants, engraved items, or any other commission created to a client brief — is non-returnable once production has commenced. This applies irrespective of the 30-day window.
Earrings (Hygiene Exclusion)
For reasons of hygiene, all earrings (studs, drops, hoops and ear cuffs) are excluded from our standard returns policy once the sealed hygiene pouch has been opened. This does not affect your rights if the item arrives faulty.
Final Sale Items
Items clearly marked as "Final Sale" or "No Returns" at the time of purchase — including archive sale pieces and heavily discounted lines — are sold as final and cannot be returned or exchanged.
Customer-Damaged Items
Items that have been damaged as a result of misuse, accidental damage, improper storage, exposure to chemicals or cosmetics, or neglect are not eligible for return. We offer a repair service for such pieces — please contact us to discuss.
To begin a return, please follow these steps:
Contact Our Returns Team
Email us at returns@archangeljewellery.com within your 30-day return window. Please include your order reference number, the item(s) you wish to return, and a brief reason for the return.
Receive Return Instructions
Our team will respond within 2 business days with a Return Merchandise Authorisation (RMA) reference and step-by-step instructions for packaging and shipping your return safely.
Pack & Ship Your Item
Package your item securely in its original presentation box. Ship using the method specified in your return instructions. All returns must be sent by insured, tracked post — do not send items by standard untracked mail.
Confirmation & Refund
Once we receive your return, we will inspect the item and process your refund. You will be notified by email at each stage.
Unless the return is due to a faulty item or an error on our part, return shipping costs are the responsibility of the customer. We strongly recommend using a fully insured, tracked and signed-for service with a declared value sufficient to cover the item. ARCHANGEL by Shimz cannot accept responsibility for items lost or damaged in return transit.
Where a return is initiated due to a confirmed manufacturing defect, a quality issue, or because we dispatched the wrong item, we will provide a prepaid return label and cover all return shipping costs in full.
Upon receipt of your return, our quality team will inspect the item within 3 business days. We will notify you by email of the outcome of the inspection — whether the return has been approved, partially approved or declined.
Approved refunds are processed to your original payment method via Stripe within 7–10 business daysof inspection approval. The precise timing of when funds appear in your account depends on your card issuer or bank; most refunds clear within 5–10 business days of processing, though some banks may take longer.
The original outbound delivery charge is non-refundable unless the return is the direct result of our error (wrong item sent, manufacturing defect, or damage caused during dispatch). The refund will cover the item price only.
If your return is declined following inspection — for example, because the item shows signs of wear or damage — we will contact you to discuss options, which may include returning the item to you at your cost or exploring an alternative resolution. We will always endeavour to find a fair outcome.
We offer exchanges for a different size or style within the same 30-day return window, subject to availability of the replacement item. To request an exchange, please follow the same process as a standard return (see Section 4), specifying in your email the item you would like to exchange for.
If the replacement item is of greater value, you will be charged the difference. If it is of lesser value, we will refund the difference to your original payment method. Exchanges are subject to stock availability, and we cannot guarantee that a specific piece will remain in stock by the time your return is received and processed. In the event that your requested exchange item is unavailable, we will issue a full refund instead.
We hold ourselves to exacting standards of craftsmanship. In the unlikely event that you receive an item that is:
Please notify us at hello@archangeljewellery.com within 14 days of receipt, attaching clear photographs of the item and its packaging. We will arrange collection at no cost to you and offer your choice of a full refund or a replacement of the same piece. We cover all return shipping costs in these circumstances.
Natural variations in gemstone colour, inclusions, and metal texture are characteristics of fine jewellery and are not considered defects. Our team will review each case individually and with care.
If you wish to cancel an order that has not yet been dispatched, please contact us as soon as possible at hello@archangeljewellery.com or call us on +44 (0) 20 7000 0000. If we are able to intercept the order before dispatch, we will issue a full refund including any delivery charges.
Once an order has been dispatched, we are unable to cancel it in transit. In this case, please allow the delivery to arrive and then initiate a return following the process in Section 4. The standard return conditions and timeline apply.
Bespoke and custom-commission orders may be cancelled for a full refund at any time prior to the commencement of production. Once we have confirmed that production has begun, the commission cannot be cancelled and no refund will be due, except in the case of manufacturing defect. We will confirm the commencement of production by email.
Nothing in this Refund & Cancellation Policy limits or excludes your statutory rights as a consumer. Under the Consumer Rights Act 2015, you have the right to receive goods that are:
If goods do not meet these criteria, you may be entitled to a repair, replacement or refund under statute — regardless of whether the item falls within our standard return window. Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you also have the right to cancel most distance purchases within 14 calendar days of receipt without giving a reason (the “cooling-off period”), subject to certain exceptions including bespoke goods.
If you believe your statutory rights have not been respected, please contact us in the first instance. You may also seek advice from Citizens Advice (citizensadvice.org.uk) or the Citizens Advice consumer helpline on 0808 223 1133.
Our client care team is here to assist you with any questions regarding a return, refund or cancellation. We aim to respond to all enquiries within 2 business days.
ARCHANGEL by Shimz
12 Mayfair Row, London, W1K 4PL, United Kingdom
Returns: returns@archangeljewellery.com
General: hello@archangeljewellery.com
Telephone: +44 (0) 20 7000 0000
Monday – Friday, 9:00am – 5:30pm GMT (excluding UK public holidays)