REFUND POLICY

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Effective August 1st 2025 onwards.

 

1. CANCELLING OR ADJUSTING ORDERS

Due to our 20-minute weekday turnaround time, we cannot cancel or adjust orders once placed. Please double-check your order details,including item selections and shipping address, carefully at checkout. Once submitted, we cannot change or update anything.

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2. RETURNS

Due to hygiene reasons, we do not accept returns on earrings or any items that go through a piercing in any scenario.However, for all other eligible items, we accept returns under the following conditions:

• Contact ancora.jewellery@gmail.com within 14 days of your order’s delivery date. This timeframe is fixed and cannot be extended due to gifting, holidays, or personal circumstances.

• In your email, be sure to include your order number, the item you'd like to return, and the reason for the return.

• Items must be completely unworn, in original condition, and returned with all original packaging and materials. Returns will not be processed, and they will be returned to you if items appear worn or the packaging is incomplete.

• International orders follow the same terms.

• Return shipping is the customer's responsibility and expense. 

No returns on:

• Items that have been opened or worn

• Earrings or items that go through piercings

• Replacements

Return Outcomes:

• Store Credit: Full item value.

• Refund: Item value minus £5 return fee.

Other Notes:

• Return shipping is the customer's responsibility and expense.

• Shipping fees and additional charges are non-refundable.

• Refunds take 5-14 days.

• Store credit codes cannot be combined with discounts or gift cards.

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3. OUT OF STOCK ITEMS

In the rare event of a website glitch or warehouse error, you will be offered one of the following resolutions:

• Choose to wait for restock, select an alternative, or receive store credit.

• If none are suitable, a full refund will be issued.

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4. LOST PARCELS

We are not responsible for lost parcels once they are handed to Royal Mail or any courier. Please contact the courier directly.

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5. CONTACT US

If you need any assistance, please email us directly at ancora.jewellery@gmail.com with your order number and any relevant photo or video evidence.