Refund policy

Last updated: August 14, 2026

At Birchelle, every order matters to us. If your jewellery arrives damaged, defective, incorrect, incomplete, or does not arrive as expected, please contact us and we’ll do our best to make it right.

Please read the policy below before requesting a refund, replacement, return, or cancellation.

1. Returns

Because our products are fulfilled through international fulfilment partners, we do not generally accept returns for change of mind, personal preference, or accidental orders, except where you have a statutory right to return your purchase under applicable consumer law.

This does not affect your rights if:

  • Your item arrives damaged or defective;

  • You receive an incorrect item;

  • An item from your order is missing;

  • Your order is confirmed as lost in transit; or

  • Applicable consumer law gives you a right to cancel or return your purchase.

Please do not send an item back to the address shown on the shipping parcel. This may be a fulfilment or logistics facility that is unable to accept customer returns.

Always contact us at hello@birchelle.com before attempting to return an item.

2. Damaged or Defective Items

If your product arrives damaged or defective, please contact us within 30 days of delivery.

Email hello@birchelle.com and include:

  • Your full name;

  • Your order number;

  • A description of the problem;

  • Clear photographs of the affected item;

  • A photograph of the packaging and shipping label; and

  • A short video showing the defect where relevant.

Once the issue has been reviewed and confirmed, we may offer, as appropriate:

  • A replacement;

  • A full or partial refund; or

  • Another suitable resolution.

In most confirmed damaged or defective product cases, you will not be required to physically return the product unless we specifically ask you to do so.

Damage to external shipping packaging alone does not qualify as product damage where the jewellery itself arrived intact and undamaged.

Normal wear and tear, accidental damage after delivery, improper storage, misuse, or failure to follow our Jewellery Care instructions are not considered manufacturing defects.

3. Incorrect or Missing Items

If you receive the wrong item, wrong variation, or part of your order is missing, please contact us at hello@birchelle.com as soon as possible.

Please provide:

  • Your order number;

  • Clear photographs of everything you received;

  • A photograph of the original packaging;

  • A clear photograph of the shipping label; and

  • Details of which product is incorrect or missing.

Once the issue has been verified, we may issue a replacement or refund, depending on the circumstances and product availability.

Please keep the item and its original packaging until your claim has been reviewed.

Unless instructed otherwise, you should not return an incorrect item yourself.

4. Non-Returnable Items

Unless required by applicable consumer law, we do not accept returns or refunds for:

  • Change of mind;

  • Accidental purchases once the order has shipped;

  • Preference regarding colour, style, size, finish, or appearance where the correct product was supplied;

  • Products that have been worn or used;

  • Products damaged after delivery;

  • Personalised, engraved, customised, or made-to-order products;

  • Gift cards; and

  • Items specifically marked Final Sale.

A promotional or discounted item is not automatically considered Final Sale unless it was clearly identified as such before purchase.

Nothing in this section excludes rights that cannot legally be waived under applicable consumer protection law.

5. Lost or Delayed Orders

International delivery times can occasionally be affected by customs, carrier delays, local postal services, weather, or other circumstances outside our direct control.

If your tracking has not updated for an unusually long period or your order has passed its expected delivery timeframe, please contact us at hello@birchelle.com.

We will investigate the shipment with our fulfilment and shipping partners.

If an order is confirmed as lost in transit or qualifies as a delivery failure, we may offer:

  • A replacement shipment; or

  • A refund.

A delayed shipment is not automatically considered lost. We may need to allow the carrier's investigation period to pass before we can determine whether a parcel has been lost.

6. Orders Marked as Delivered but Not Received

If your tracking shows Delivered but you cannot locate your package, please first:

  • Check around the delivery location;

  • Check with other members of your household;

  • Check with neighbours;

  • Check with your building reception, concierge, mailroom, or management where applicable;

  • Allow 24–48 hours in case the carrier marked the parcel as delivered before final delivery; and

  • Contact the local carrier or postal service.

If the parcel still cannot be located, contact us at hello@birchelle.com.

We may ask you to obtain written confirmation or a non-delivery certification from the carrier or postal authority confirming that the parcel was not delivered.

Orders shown by the carrier as successfully delivered are not automatically eligible for a refund or replacement. Each case will be reviewed individually based on the available tracking and carrier evidence.

7. How to Make a Claim

For damaged, defective, incorrect, missing, or delivery-related orders, contact:

hello@birchelle.com

Please include:

  • Your name;

  • Order number;

  • Email address used for the purchase;

  • A clear description of the issue; and

  • Any requested photographs, videos, shipping labels, or carrier documentation.

Please submit evidence as soon as reasonably possible. Missing or incomplete evidence may delay our ability to review your claim.

8. Exchanges

We do not currently offer traditional direct exchanges.

If an item is damaged, defective, or incorrect and your claim is approved, we may send a replacement where appropriate.

For preference-based changes, including wanting a different style or item, you will generally need to place a separate order.

Any statutory exchange or return rights available under applicable consumer law remain unaffected.

9. Order Cancellations

If you need to cancel an order, contact us at hello@birchelle.com as soon as possible after placing your order.

If your order has not yet been processed or shipped, we may be able to cancel it and issue a full refund.

However, our fulfilment process can begin quickly, so cancellation is not guaranteed.

Once an order has shipped

Once an order has been shipped, it cannot normally be cancelled or modified.

You will need to wait for the order to arrive and any rights available under applicable consumer law will then apply.

Certain made-to-order, customised, preorder, or similar products may become non-cancellable earlier in the fulfilment process where disclosed at the time of purchase.

10. Refunds

If your refund request or claim is approved, the refund will be issued to your original payment method.

Once a refund has been issued, please allow approximately 5–10 business days for it to appear in your account.

The exact timing depends on your bank, card issuer, or payment provider and is outside Birchelle's control once the refund has been processed.

If more than 15 business days have passed since we confirmed that your refund was issued, please contact us at hello@birchelle.com.

Unless otherwise required by law, refunds will not be issued to an alternative card, bank account, or payment method.

11. Refunds for Lost or Failed Deliveries

For orders that have shipped but appear to be lost, returned, unclaimed, or otherwise unsuccessfully delivered, we may first need to complete an investigation with our carrier or fulfilment partner.

A replacement or refund will be provided where the shipment is confirmed as eligible.

We cannot guarantee an immediate refund simply because a parcel has exceeded its original estimated delivery date.

12. Incorrect Shipping Address

Customers are responsible for providing a complete and accurate delivery address when placing an order.

Please contact us immediately if you notice an error in your address.

We will try to update the address if fulfilment has not begun, but changes cannot be guaranteed.

Once an order has shipped, we may be unable to redirect it.

Birchelle may not be responsible for orders lost, returned, or undeliverable because an incorrect or incomplete shipping address was provided by the customer, except where otherwise required by law.

If the parcel is returned and a refund or reshipment becomes available, additional shipping charges may apply.

13. Refused or Unclaimed Deliveries

If an order cannot be delivered because:

  • The recipient refuses delivery;

  • The parcel is not collected;

  • The carrier cannot contact the recipient;

  • Required information is not provided;

  • Customs requirements are not completed; or

  • Applicable customs or import charges are not paid,

the parcel may be returned, abandoned, or otherwise handled according to the carrier's rules.

Any available refund or reshipment will depend on whether the parcel is successfully returned or otherwise qualifies for reimbursement.

Additional shipping, return shipping, customs, handling, or carrier charges may be deducted where permitted by applicable law.

14. European Union — 14-Day Right of Withdrawal

If you are a consumer located in the European Union, you generally have a statutory right to withdraw from an eligible online purchase within 14 days of receiving your order, without having to provide a reason.

This statutory right applies separately from Birchelle's standard policy.

To exercise your right of withdrawal, please use the withdrawal function provided on our website or contact hello@birchelle.com within the applicable 14-day period.

For an eligible withdrawal, the product must generally be returned in substantially the same condition in which it was received.

You may inspect the product as reasonably necessary, but you may be responsible for any reduction in value resulting from handling beyond what is necessary to establish the nature, characteristics, and functioning of the product.

Unless otherwise required by law, the customer is responsible for the direct cost of returning an item following a change-of-mind withdrawal.

Where applicable, we will refund the purchase price and the standard original delivery charge in accordance with EU consumer law.

Refunds will be made to the original payment method unless otherwise agreed.

We may withhold the refund until we receive the returned goods or you provide evidence that the goods have been returned, where permitted by law.

EU Return Address

Eligible EU withdrawal returns must be sent to our designated returns address:

[INSERT BIRCHELLE RETURN ADDRESS BEFORE ACCEPTING EU ORDERS]

Do not send EU withdrawal returns to the address appearing on the original shipping parcel unless we specifically confirm that address in writing.

Customised or personalised products and certain other products may be exempt from the statutory withdrawal right where permitted by applicable law.

Your statutory consumer rights are not affected by this policy.

15. United Kingdom and Other Consumer Rights

Customers in the United Kingdom, European Economic Area, Canada, United States, and other jurisdictions may have consumer rights that vary depending on their location.

Where applicable law provides rights that cannot legally be excluded, restricted, or waived, those rights take precedence over this Returns & Refund Policy.

16. Contact Us

For questions regarding refunds, damaged or incorrect orders, missing products, cancellations, or deliveries, please contact:

Birchelle Customer Care
Email: hello@birchelle.com
Website: www.birchelle.com

Please include your order number when contacting us so we can assist you as quickly as possible.

Birchelle