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Returns Policy

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Last updated: [27 October 2025]

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We hope you love your Thium piece. If for any reason you’re not completely happy, this policy explains how to return or exchange your item in line with your consumer rights.

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If you have any questions, please contact us at info@thium.co.uk.

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1. Cooling-Off Period (Online Orders)

If you are shopping as a consumer within the UK or EU, you have a 14-day cooling-off period from the day after your order is delivered.

To cancel your purchase within this time:

  1. Email info@thium.co.uk with your order number and reason for return.

  2. Return the item(s) within 14 days of notifying us.

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We’ll refund the item price and the cost of standard delivery within 14 days of receiving the return (or proof of postage, whichever comes first).

2. Conditions for Returns

To be eligible for a return, your item must:

  • Be unused and in its original packaging;

  • Be in the same condition you received it;

  • Include all tags, pouches, and boxes (if supplied).

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Please handle items with care when trying them on — especially delicate chains or clasps.

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Hygiene Notice

For health and hygiene reasons, earrings and other pierced jewellery cannot be returned once the hygiene seal or packaging has been opened, unless the item is faulty.

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Custom or Personalised Orders

Personalised, engraved, or custom-assembled items are non-returnable unless faulty.

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3. How to Return

  1. Email info@thium.co.uk with your order number and reason for return.

  2. You’ll receive return instructions and the appropriate return address.

  3. Package items securely. We recommend using a tracked postal service and keeping your proof of postage.

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Unless the item is incorrect, return postage costs are the customer’s responsibility.

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4. Refunds

  • Refunds are made to the original payment method only.

  • Once your return is received and inspected, you’ll receive an email confirmation.

  • Approved refunds are processed within 14 days.

  • Refunds include the item price and standard delivery, but not upgraded or express shipping.

  • If the item shows signs of wear or damage beyond what is necessary to check it, a deduction may be made from your refund.

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5. Exchanges

We don’t currently offer automatic exchanges. Please return your item for a refund and place a new order for the replacement.

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6. Faulty, Damaged or Incorrect Items

We take great care with every order, but if your item arrives damaged, faulty, or incorrect, please email info@thium.co.uk within 30 days of delivery.

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Please include:

  • Your order number;

  • A clear photo of the issue;

  • A brief description of the fault or problem.

We will arrange a replacement, repair, or refund as appropriate under the Consumer Rights Act 2015.

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7. Late or Missing Refunds

If you haven’t received a refund after 14 days:

  1. Check your bank or PayPal account again;

  2. Contact your card provider, as processing times vary;

  3. If you’ve done all this and still haven’t received it, please email info@thium.co.uk and we’ll investigate.

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8. International Returns

If you’re returning an order from outside the UK:

  • Mark the package as “Returned Goods” on customs forms to avoid import charges.

  • We cannot refund duties, taxes, or customs fees. Please contact your local customs office for guidance.

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Summary

  • You have 14 days to notify us of a return, 14 more to send it back.

  • Earrings & personalised items can’t be returned once opened.

  • Refunds go back to the original payment method within 14 days of receipt.

  • Contact: info@thium.co.uk.

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