Refund policy
Returns & Refunds Policy
Last updated: June 2026
At Twelve Silver Trees, we want you to be delighted with your purchase. If something is not quite right, we will always do our best to help.
1. Your Right to Cancel (Online Orders)
If you purchase from our website, you have the legal right to cancel your order within 14 days of receiving your goods (or, for orders with multiple items, delivery of the last item on your order), without giving any reason. Where the 14-day period would otherwise end on a weekend or public holiday, it is extended to the next working day.
For EU customers: Under the EU Consumer Rights Directive, you have the right to withdraw from your order within 14 days of delivery of the last item, without giving any reason. To exercise this right, you can initiate a return or cancellation directly through your account at https://account.twelvesilvertrees.com, or contact us at hello@twelvesilvertrees.com.
To exercise your cancellation right, please notify us within 14 days of delivery — either through your account at https://account.twelvesilvertrees.com or by email at hello@twelvesilvertrees.com.
Once you have notified us, you then have a further 14 days to return the goods.
2. Return Conditions
Returned items must:
- be unused and unworn
- be returned in their original condition
- include original packaging where reasonably possible
- be accompanied by proof of purchase
Returns that show signs of wear, damage, alteration, or misuse may not be eligible for a full refund unless faulty.
3. Pierced Earrings & Hygiene-Sensitive Items
For hygiene reasons, pierced earrings and certain sealed hygiene-sensitive items may only be returned if unworn and returned in their original sealed packaging (where supplied), unless faulty.
4. Custom, Personalised & Made-to-Order Items
Custom-made, personalised, or bespoke commissioned items may be exempt from cancellation and return rights where permitted by law, unless faulty, damaged, or incorrectly supplied.
5. How to Return an Item
The easiest way to start a return or cancellation is directly through your account at https://account.twelvesilvertrees.com. You can also contact us before returning any item:
hello@twelvesilvertrees.com
We will provide return instructions.
Customers are responsible for ensuring returns are packaged securely. We recommend using a tracked postal service, as returned parcels remain the sender's responsibility until safely received by us.
6. Refunds
Once your return has been received and inspected, refunds will be processed to the original payment method within 14 days of us receiving the returned goods, in accordance with applicable consumer law.
Where cancellation rights apply, we will refund the standard delivery charge originally paid (if applicable). Additional premium delivery upgrades beyond standard shipping may not be refundable.
Return postage costs are the responsibility of the customer unless the item is faulty, damaged, or incorrectly supplied.
7. Faulty, Damaged or Incorrect Items
If your item arrives faulty, damaged, or incorrect, please contact us as soon as reasonably possible at:
hello@twelvesilvertrees.com
Please include your order number and photographs where helpful so we can resolve the matter quickly.
Where a product is confirmed faulty or incorrectly supplied, we will offer an appropriate repair, replacement, or refund in line with your statutory rights.
8. Gifts
Where an item was purchased as a gift, refunds will normally be issued to the original purchaser. At our discretion, we may offer an exchange or store credit where appropriate.
9. Statutory Rights
Nothing in this policy affects your statutory rights under applicable consumer law, including UK consumer law and, where applicable, the EU Consumer Rights Directive.
10. Contact
For returns enquiries:
hello@twelvesilvertrees.com
Twelve Silver Trees
