Returns and Exchanges

RETURNS

If you are not satisfied with your order for any reason, you have 14 days from the day of delivery to return your order.

For us to be able to carry out the return requested, the item must be in perfect conditions, unworn or unused, with tags attached and in its original packaging. You’ll also need the receipt or proof of purchase.

If the items are received in poor conditions we won't be able to proceed with the return as requested.

To start a return, you can contact us at marketing@stushxo.com. If your return is accepted, we’ll send instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

Due to hygiene concerns, we can't accept the return or exchange of earrings.

Please note personalised orders are non-returnable. Customised pieces are made specifically for you and therefore refunds and exchanges or cancellations after 24 hours are not applicable with these items. 

Mystery boxes are not eligible for returns unless the seal has remained unbroken or an item is received damaged or faulty.

It is important to retain a proof of posting to ensure you can prove that the item has been returned.

If your order arrives damaged or faulty, please take photos or videos where we can see the fault of the product in question and email our customer service team via marketing@stushxo.com with the details.

Failure to provide a photo of the defective/faulty item will result in the cancelation of the refund or exchange.

Tarnishing or discolouration due to chemical contact, perfumes, bleaching, heat exposure, general wear and tear is not a fault. Please see our jewellery care instructions on how to properly take care for your items.

If your piece is lost, stolen, damaged purposely or damaged via a third-party, we can't offer a refund or exchange.

 
IMPORTANT

• It is the customer's responsibility to pay for the return postage and the original postage is non-refundable.
• If you have damaged your items or they show signs of wear, we cannot accept a return.
• If your order is returned after the 14-day period has passed, we have the right to deny it and ship it back to you.
• Free items must be returned with your order. If not, any free items (as part of a qualifying purchase) granted at the time will be prorated and applied to the amount of refund.
• Please remember to keep your proof of postage receipt and keep hold of it until your refund has been received.
• We reserve the right to deduct the original postage cost from your refund if you no longer qualify for free shipping.