Shipping and Returns Policy

What is your return policy?

1. We provide a 30-day quality guarantee period for all damaged orders. If any quality problems (non-human factors) occur during this period, we will provide you with free return or exchange service.
2. Within 90-dayof purchase, you can enjoy a 50% discount replacement service. Each order can enjoy one, which can be used to replace the same product or Or deduct other goods of the same or higher value than the order value. This activity does not include customized order and DIY products.
3. Earring orders can enjoy one free restock within 15 days of purchase. If you lose or damage one of your earrings within this period, we will restock it for free. This offer is limited to one restock per earring order. This period will be extended based on your membership level. For more information, please visit: Loyalty Program.
4. If there is any quality problem, please contact us within the warranty period and we will provide return or exchange service.
5. If you return or exchange for personal reasons, such as you don’t like the style, the size is not suitable for you. Please contact us within 15 days for return or exchange. Please note that replacement products will not be accepted for return.
6. Please check and try on the package in time after receiving it, and please feel free to communicate with us if you have any questions!
   Engraving, custom works and gift packaging are final sales.
7. Please note that we do not cover the return/exchange costs incurred by personal reasons. You are responsible for your own return process and may incur fees in the process. Once we receive the returned items, we will refund or resend them to you.

Please note:

• The goods must be returned in their original condition. Incomplete, damaged, worn, soiled or altered returns or any items that we reasonably believe have been used will not be accepted.
• Customized products are final sales and cannot be returned or exchanged.
• Please contact us by email before returning the product. We do not accept return packages without advance appointment.
• Due to the characteristics of natural baroque pearls. The gemstone may have dents, textures and slight edge irregularities. Each pearl has an individual image and may differ from the photo. So this cannot be used as a reason for return, but we are willing to provide exchange services.

What is your return process?

When you need to apply for a return or exchange, please follow the following process:

1. Send an email to our after-sales service email (info@gretabaroque.co.uk) containing the following: the reason for the return/exchange application, the order number, and a photo showing the current status of the product.
2. We will respond to your application within 24-28 hours and provide a return address.
3. Please send your package to our return address by courier and send the tracking number of the return package.
4. Once the return package arrives at our warehouse, it may take up to 1-3 working days for us to process your refund. The refund will be paid to you using the payment method you used when making your purchase. Once completed, we will send you a confirmation email. Please allow 5-10 business days for the refund transaction to be reflected on your bank statement.

What is your delivery process and shipping policy?

1. After you complete the payment for your order, you will receive a confirmation email with the order information. Please check your information carefully and contact us in time to correct it if there is any problem.
2. To ensure the quality of our products, we use 100% handmade products and we start processing them only after you place an order.
3. If you are located in the UK or other European countries, the time from production to delivery of the order is about 7 working days. If you are located in the United States, it may take 15 days.
4. All orders are provided with unconditional free shipping.

My tracking number shows that it has been delivered, but I can’t find my package

We are sorry to hear this! We suggest the following:

• Check with your neighbors and check the situation near your residence. Sometimes carriers will leave packages in hidden places to prevent theft.
• Verify the shipping address on the order to ensure it is accurate.
• We kindly ask that you wait at least 3 business days to see if you receive it. Shipping carriers often mark packages as pre-empted due to operational errors.
• If you still have not received it, please contact us at info@gretabaroque.co.uk. We will try to help.

Which countries do you support orders from?

We ship to all parts of the world except Afghanistan, Cambodia, Comoros, Guinea-Bissau, Mali, Myanmar, Senegal, Democratic Republic of Congo, Uganda, Yemen, Russia, Ukraine.

Do your orders include taxes?

Our orders do not include taxes except for the UK and the US. We will charge certain taxes according to the laws of the corresponding countries, and you will see the specific taxes at the checkout page.