Refund policy

RETURN PROCESS

  • You can return your item within 14 days of delivery.
  • To start a return, send an email to info@kataleya.co.uk
  • All jewellery is refundable except for earrings due to hygiene reasons.
  • The product you're returning must be in perfect condition and in its original packaging. The refund will be processed within 14 days from when we receive your product. It can take additional time for the refund to show in your account depending on your bank.
  • If an item arrives damaged or faulty, we will require photo evidence within one week of receiving the product. Please attach it in the email when starting a return.
  • The customer is responsible for the cost of return postage. Please make sure to obtain proof of postage. We suggest using tracked delivery.
  • Replacements for faulty items must be reported within 14 days of delivery.

Damages and issues

  • Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right. Replacements for faulty items must be reported within 14 days of delivery.

Exceptions / non-returnable items

  • Certain types of items cannot be returned, such as earrings due to hygiene reasons.

European Union 14-day right of withdrawal

  • If your order is being shipped into the European Union, you have the right to cancel or return your order within 14 days of delivery, for any reason and without justification. To exercise this right, please contact us at info@kataleya.co.uk with your order number and a statement of your decision to withdraw. Your item must be unworn, unused, with tags, and in its original packaging. The customer is responsible for the cost of return shipping. We will process your refund within 14 days of receiving the returned item, using the same payment method as your original purchase.

Refunds

  • We will notify you once we've received and inspected your return, and let you know if the refund was approved. If approved, you'll be refunded to your original payment method within 14 days. Please note it may take additional time for your bank or credit card company to process and post the refund.