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Delivery

We offer free standard delivery within the UK.

We also offer free standard international delivery on orders of £250 or more. International delivery charges for orders below £250 are shown at checkout.

International orders may be subject to local taxes, duties or import charges. Where these are not collected at checkout, they are the responsibility of the customer.

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Returns, cancellations and refunds

We want you to feel confident when purchasing from Ayana Jade.

For eligible purchases made online, you may cancel your purchase within 14 days of receiving your order. Once you have notified us, the item must be returned within a further 14 days.

Please contact us before returning an item so we can provide the correct return instructions.

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Returns

Jewellery may be inspected or tried on only as you would in a shop and must not be worn or used beyond this.

If handling, wear, damage or alteration has reduced the value of an item, we may make an appropriate deduction from the refund.

Please return accompanying packaging and documentation with the item where reasonably possible.

For change-of-mind returns, you are responsible for the cost of return postage. We recommend using a secure, tracked and appropriately insured service and keeping proof of postage.

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Earrings

For health and hygiene reasons, earrings are supplied in protective hygiene packaging.

Where the statutory hygiene exception applies, earrings cannot be returned for change of mind once the protective packaging has been opened.

This does not affect your statutory rights if an item is faulty, damaged, not as described or incorrectly supplied.

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Bespoke and personalised pieces

Pieces made to your individual specifications, clearly personalised or altered at your request cannot normally be returned for change of mind where the statutory exception applies.

This does not affect your rights if an item is faulty, damaged or not as described.

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Refunds

Eligible refunds are made to the original payment method within 14 days of receiving the returned item, or evidence that it has been sent back, where applicable.

Where required by law, we will also refund the cost of the least expensive standard delivery option originally available. Additional charges for express or upgraded delivery are not refundable beyond the standard delivery amount.

We do not offer discretionary exchanges. If you return an eligible item and would like another piece, you can place a new order separately.

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Faulty, damaged or incorrect items

If your order arrives damaged, is faulty, is not as described or you receive the wrong item, please contact us promptly with your order details. We may ask for photographs to help us assess the issue and arrange the appropriate remedy.

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Jadeite Jade

Jadeite jade is a natural material. Variations in colour, translucency, veining, tone and texture are part of its natural character and are not faults where they are consistent with the product description and imagery.

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Nothing in this policy affects your statutory consumer rights.