Refund policy
Our promise in short
30 days to return a plain ring in our listed sizes. Free size exchange. Free delivery of your new ring. Faulty items put right at our cost.
Free size exchange
If your ring does not fit, we will exchange it for the right size, free of charge. Tell us within 30 days of the day you receive it. Email support.steeque@gmail.com with your order number and the size you need. We will reply with the return address and confirm the next steps.
Please send the original ring back unworn and in the condition you received it, with any packaging, using a tracked service. You cover the postage of sending the original ring back to us. We make your new ring and send it to you with free delivery. As every ring is handmade to order, the new ring follows the same dispatch time as a new order. This applies to rings in our listed sizes (US 5 to 16).
Your right to cancel
You have the right to cancel your order within 30 days of the day you, or someone you nominate, receives the goods, without giving any reason. The statutory minimum is 14 days under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. We extend it to 30 days as our own policy.
To cancel, tell us before the 30 days are up. Email support.steeque@gmail.com with your order number and say that you wish to cancel. You may use the model cancellation form, but you do not have to.
Returning the item
Once you have told us you are cancelling, send the item back to us within 30 days. Items must be returned unworn and in the condition you received them, with any packaging. You are responsible for the item until it reaches us, so please obtain proof of postage and use a tracked service for anything of value.
Unless the item is faulty, incorrect or not as described, the cost of returning it is yours.
Refunds
We will refund you within 14 days of receiving the returned item back, or of receiving proof that you sent it, whichever is sooner. The refund is made to the original payment method and includes the standard delivery cost you paid on your original order. If you chose a more expensive delivery method than our standard one, we refund the standard cost only.
We may reduce a refund to reflect any loss in value caused by handling the item beyond what is necessary to establish its nature, characteristics and function, in other words, beyond how you could have examined it in a shop.
Faulty, damaged or incorrect items
If something arrives faulty, damaged or is not what you ordered, tell us and we will put it right. Under the Consumer Rights Act 2015 you have the right to reject faulty goods within 30 days of receiving them for a full refund, and after that to a repair or replacement. We pay the return postage in these cases. This is in addition to, and does not replace, your cancellation right above.
Items that cannot be cancelled
The cancellation right does not apply to goods made to your specification or clearly personalised, for example rings that are engraved to order or made to a size outside the range we list (US 5 to 16). A plain, un-engraved ring in one of our listed sizes can be cancelled, even though it is made after you order. Your rights in respect of faulty or misdescribed goods still apply in full.
Sizing
Please use our Ring Size Guide before ordering. If you are between sizes or unsure, ask us first. We would rather help you get it right. And if the size still turns out wrong, our free size exchange above has you covered.
How to start a return or exchange
Email support.steeque@gmail.com with your order number and what you would like to do. We will reply with the return address and confirm the next steps.
Nothing in this policy affects your statutory rights.