Refund policy

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Delivery

Each Janolo piece is individually handmade and carefully packaged before being sent to its new owner.

UK Standard Delivery – Free for orders over £100 (£4.99 for orders below £100)
We offer complimentary tracked UK delivery on all orders. Please allow approximately 3–5 business days for delivery following dispatch.

UK Express Delivery – £6.99
Express tracked delivery is available at checkout. Please allow approximately 1–2 business days following dispatch.

Once your order has been dispatched, you will receive confirmation together with the relevant tracking information.

As many Janolo pieces are unique and cannot simply be replaced, we take particular care when packaging and sending your jewellery.

Returns

We hope that you will love your Janolo jewellery. However, if you change your mind about an online purchase, please contact us within 14 days of receiving your order to let us know that you wish to return it.

You then have a further 14 days to return the item to us. Jewellery should be returned in its original packaging and in the condition in which it was received, subject to your right to handle the item as you would reasonably do when examining it in a shop.

Unless the item is faulty or incorrect, you are responsible for the cost of returning it. We strongly recommend using an appropriately insured and tracked service, as many Janolo pieces are one of a kind.

Once the returned item has been received, your refund will be processed in accordance with your statutory rights. Where applicable, the refund will include the cost of our standard delivery service. Additional amounts paid for an enhanced or express delivery service are not normally refundable beyond the cost of standard delivery.

UK law generally gives online customers 14 days after receiving goods to notify the retailer of cancellation, followed by another 14 days in which to return them. Refunds are generally due within 14 days of receiving the returned goods, and standard outbound delivery charges must also be refunded where applicable.

Personalised & Bespoke Pieces

Jewellery made specifically to your requirements or clearly personalised cannot normally be returned simply because you have changed your mind.

This does not affect your statutory rights if an item is faulty, damaged, not as described or otherwise does not meet the requirements of applicable consumer law.

The normal 14-day cooling-off right generally doesn't apply to goods made to the customer's specifications or clearly personalised.

Faulty or Damaged Items

Every Janolo piece is carefully checked before dispatch. If your jewellery arrives damaged, is faulty, or is not as described, please contact us as soon as possible so that we can put things right.

Your statutory rights are not affected by this returns policy. UK consumers are entitled to remedies where goods are faulty, not as described or not fit for their intended purpose.