Policies
Returns & Refund Policy
Last updated: June 2026EU Statutory Right of Withdrawal
Under the EU Consumer Rights Directive (2011/83/EU), consumers in the European Union have the right to withdraw from an online purchase within 14 days of receiving their order, without giving a reason.
To exercise this right, you must notify us by email within 14 days of receipt:
Your email must include your order details and a clear statement that you wish to withdraw from the purchase. Once we have received your withdrawal request, you must return the item within a further 14 days. The conditions set out below (item condition, packaging, return postage, and the restocking fee) apply to all returns, including those made under this statutory right.
Exception: The right of withdrawal does not apply to items that have been resized, altered or customised in any way after purchase, as these constitute goods made to the consumer's specifications under Article 16(c) of the Directive.
Material Defects
If you believe you have received an item with a material defect that was not disclosed at the time of sale, you must notify us by email within three days of receipt:
Your email must include:
- Your order details
- A clear written description of the defect
- Photographic evidence of the defect
We will review your submission and respond within three business days. We reserve the right to assess whether a reported issue constitutes a material defect.
Items That Cannot Be Returned
The following are non-returnable under any circumstances, including under EU withdrawal rights:
- Items that have been resized, altered or customised in any way after purchase
- Items that have been worn, damaged or altered by the buyer after receipt
Once a piece has been resized or customised, whether by us at a buyer's request or by a third-party jeweller, it is final sale and non-refundable without exception.
Approved Returns: Conditions
If a return is approved, the item must be sent back in the exact condition in which it was received, in its original Robyn & Gold packaging. Items that are returned in a different condition will not be eligible for a refund.
Approved returns must be dispatched within seven days of our written approval.
Return Postage
All return postage costs are the sole responsibility of the sender. We do not cover return shipping under any circumstances, including approved defect returns. We strongly recommend using a fully tracked and insured postal service. Robyn & Gold cannot be held responsible for items lost or damaged in transit on their return journey.
International customers must clearly mark packages as "Returned Goods" on all customs documentation. Any customs duties, taxes or fees incurred due to incomplete or incorrect documentation are the responsibility of the sender and may be deducted from any refund due.
Restocking Fee
A non-negotiable 5% restocking fee will be deducted from all approved refunds. Original shipping charges are non-refundable.
Refund Processing
Once a returned item has been received and inspected, we will notify you of the outcome by email. Approved refunds will be processed to your original payment method within 7–14 business days of approval, minus the 5% restocking fee and any applicable deductions noted above.
Questions
If you have any questions about a piece before purchasing, please get in touch. We would rather you feel completely confident before you buy.
Email: robynandgold@gmail.com
Instagram: @robynandgold