Refund policy

Returns & Refunds Policy

Last updated: October 2025

Twelve Silver Trees Jewellery & Gifts

Thank you for shopping with Twelve Silver Trees Jewellery & Gifts. We want you to be delighted with your purchase, but if you’re not completely satisfied, we’re here to help.

1. Your Right to Cancel (Online Orders Only)

If you’ve purchased from our website, you have the legal right to cancel your order within 14 days of receiving your goods, without giving any reason.

To exercise this right, you must notify us in writing (by email) within 14 days of delivery.

Once you have notified us, you then have another 14 days to return the goods to us.

2. Returns Eligibility

To be eligible for a return, your item must:

Be unused, unworn, and in the same condition that you received it.
Be returned in its original packaging, including any gift boxes, pouches, or certificates supplied.
Be accompanied by proof of purchase (order confirmation or receipt).

Please note:

For hygiene reasons, we cannot accept returns of earrings (unless faulty).

Custom, personalised, or made-to-order items are non-returnable unless they arrive damaged or faulty.

3. How to Return an Item

To arrange a return, please contact us first at:

📧 hello@twelvesilvertrees.com

We will provide you with return instructions and the correct return address.

Please ensure all items are securely packaged; we recommend using a tracked or insured postal service as we cannot be responsible for items lost in transit.

4. Refunds

Return postage costs are the customer’s responsibility unless the item is faulty or incorrect.

Once your return is received and inspected, we will notify you by email.

If approved, your refund will be processed within 7–10 working days to your original payment method.

Please note that original shipping costs are non-refundable, except where items are faulty or incorrect.

5. Exchanges

We currently do not offer direct exchanges.

If you wish to replace an item, please return the original for a refund and place a new order through our website.

6. Faulty or Damaged Items

If you receive a faulty, damaged, or incorrect item, please contact us within 7 days of delivery with photos of the item and packaging.

We will arrange a replacement or refund, and cover all return postage costs.

7. Gifts

If your item was received as a gift, the refund will be issued to the original purchaser.

Alternatively, we can offer a credit note or exchange if preferred (where applicable).

8. Contact Information

If you have any questions about our returns and refund policy, please contact us at: