PDP Return & Refund

Need to return or exchange something? No stress – we’ve got you. If something’s not right, you can return or exchange it within our returns period. All we ask is that the items are returned to us in its original condition with all original packaging, within the below stated timeframes from receiving your order:

UK – (14) days

EU – (14) days

To start your return have your order number ready.

Order numbers with 6 digits like #000000, use our returns portal here.
Order numbers starting with CUS like #CUS000000, use our returns portal here.

Buy One Get One Free Returns – Both items must be returned together. If only one is returned, your refund may be reduced or declined.

 

Return Exclusions and T&Cs

Cernucci Guarantee

We offer a 12-month guarantee on gold-plated/vermeil jewellery for manufacturing defects or damage on arrival. This includes a one-time replacement only (no refunds). The guarantee excludes user-caused damage like scratches or accidental breakage.
Submit photo/video evidence for claims. The guarantee applies only to products purchased from our website or app. For retail purchases, refer to the retailer's policy.
Please note if we cannot replace your item due to out of stock we will issue store credit.

*The guarantee does not cover lost or stolen items. Lifetime Guarantee cards are valid only for orders placed before 4th May 2022.

Moissanite Returns

Please ensure that you return your moissanite orders with all the original packaging including any certification. Not doing so may delay the processing of your return.

Return Exceptions

  • No returns on custom products, earrings, underwear, or swimwear.

  • Gift Card Purchases: Refunds are credited back to the original gift card.

  • Watch Returns: Must include all original components in new condition (box, tool, pins, pillow).

  • Bundle Returns: All items in the bundle must be returned.

  • TikTok Shop Returns: Must be processed via TikTok Shop, not the Cernucci portal.

  • Pop-Up Shop Returns: Exclusive products: Exchange for store credit voucher only. Onsite products: Refund or store credit via our returns portal
  • Sample Sale Returns: Please note that all sample sale purchases are final. As samples, items may show signs of handling, marks, or minor imperfections. We’re unable to offer returns, refunds, or exchanges.

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Buy One Get One Free Returns

We hope you love your purchase, but if you need to return part of an order placed under a Buy One, Get One Free (BOGOF) promotion, here's what you need to know:

  • The BOGOF offer is based on buying one item at full price to receive another item free.
  • If you return only the paid item and keep the free item, the promotion no longer applies.
  • In this case, you will be charged the full price of the item you kept, and this amount will be deducted from your refund.
  • If you return both items, you’ll receive a full refund as usual.
  • If you return only the free item, you will not receive a refund for that item

⚠️ BOGOF returns are manually reviewed to ensure the correct application of our promotional terms.

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Exchanges

We offer like-for-like exchanges for UK customers only on jewellery and clothing. This means you can exchange for the same product in a different size if your exchange is submitted within 14 days of ordering your item. T&Cs apply here. No exchange will be processed if part of a set or bundle is missing.

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Ready To Start Your Return?

Order numbers with 6 digits like #000000, use our returns portal here.
Order numbers starting with CUS like #CUS000000, use our returns portal here.

 

Find our full returns process and here.