Refund policy

Exchange, Return & Refund Policy

Last updated: July 22, 2026

We want you to love what you ordered. If something is not right, here is exactly how we will fix it.

The Short Version

  • You have 7 days from delivery to start a return or exchange.
  • Items must come back unworn, in their original packaging, with all tags attached.
  • We email you a prepaid return label; its cost is deducted from your refund.
  • If we sent the wrong item or it arrived damaged, the return is free and we cover everything.

What You Can Return

We accept returns and exchanges on items that are unworn, undamaged, and in the condition you received them — in the original packaging, with every tag still attached. Please try jewelry on over a clean surface and keep the packaging until you are sure you are keeping the piece.

For hygiene and safety reasons, we cannot accept returns on:

  • pierced earrings, once the sealed packaging has been opened;
  • any item that has been worn, altered, resized or damaged after delivery;
  • items marked final sale or clearance on the product page;
  • gift cards.

None of this affects your rights where an item is faulty. If a piece arrives defective, we will replace or refund it regardless of the category it falls into.

How to Start a Return or Exchange

  1. Email sales@toleel.com within 7 days of delivery. Include your order number, which item you are returning, and whether you want a refund or an exchange. If the item arrived damaged or incorrect, attach a photo — it lets us resolve things immediately.
  2. We will reply with a return authorization and a prepaid return shipping label.
  3. Pack the item securely in its original packaging, attach the label, and drop it off within 7 days of receiving the label.

Please use the label we send you. It is how we track your parcel and match it to your order. Returns shipped with your own carrier or label frequently arrive without any way for us to identify them, and often go to the wrong address entirely — which delays your refund and, where a parcel cannot be traced or does not reach our returns address, may mean we are unable to refund it at all.

Return Shipping Costs

Shipping to you is free on every order. Return shipping is not: the cost of the prepaid label is deducted from your refund. The exact amount depends on where the order was originally delivered, and we will tell you what it is before you send anything back.

We cover the full cost of return shipping, with nothing deducted, when the fault is ours — an item that arrived damaged, defective, or different from what you ordered.

Refunds

Once your return reaches us, we inspect it and email you the outcome within 2 business days. Approved refunds go back to your original payment method, less the return label cost, and are issued within 3 business days of approval. Your bank or card issuer then needs a further 5–10 business days to post the credit to your statement — that part is outside our control.

If an item comes back worn, damaged, or missing its packaging or tags, we will contact you before doing anything. You can have the item shipped back to you at your cost, or we can issue a partial refund reflecting its condition.

Exchanges

Tell us what you would like instead when you start your return. Once your original item arrives and passes inspection, we ship the replacement free of charge and waive the return label fee — you pay only any price difference, or we refund it to you if the new item costs less. If the piece you want is out of stock, we will refund you in full instead.

Cancelling an Order

You can cancel any order within 24 hours of placing it, provided it has not yet been packed or handed to the carrier. Email sales@toleel.com with your order number as soon as possible — we often pack same-day, so the sooner you write, the better.

Approved cancellations are refunded in full to your original payment method. We issue the refund within 3 business days; your bank typically takes another 5–10 business days to show it.

Once an order has shipped it can no longer be cancelled, but you can still return it under this policy after it arrives.

Lost, Damaged or Missing Parcels

If your order arrives damaged, or the tracking says delivered but the parcel is nowhere to be found, email sales@toleel.com within 7 days with your order number and photos of the packaging and contents where relevant. We will open a claim with the carrier and either replace the order or refund it.

Questions

Email us at sales@toleel.com. We answer every message and we would much rather sort a problem out than have you keep something you are not happy with.