Refund policy
Last updated: 15 December 2025
This Returns, Exchanges and Refunds Policy applies to purchases made through the Oriseau website and to deliveries within the United Kingdom. It should be read alongside our Terms and Conditions.
Nothing in this policy affects your statutory rights under UK consumer law.
Change of Mind Returns
In addition to your legal rights, Oriseau offers a 21-day goodwill returns period from the date you receive your order.
To be eligible for a return, items must be:
- unworn, unused, and in original condition;
- returned with all original packaging;
- returned with all authenticity and guarantee cards included; and
- returned with the tamper-evident security tag fully intact and undamaged.
Items showing signs of wear, scratching, damage, alteration, or missing components may be refused or may not be eligible for a refund.
Items That Cannot Be Returned
Unless faulty or incorrect, we do not accept returns for:
- Earrings and pierced jewellery, for health and hygiene reasons;
- Bespoke, personalised, made-to-order or made-on-request items, including items produced to a custom size at the customer’s request; or
- any item where the security tag has been removed, cut, altered, or damaged.
Exchanges
We offer size exchanges only for rings and sized bracelets.
Exchanges are limited to the same item in a different size and are subject to availability.
Please note:
- exchange requests must be made within 21 days of delivery;
- the item must meet all return conditions outlined in this policy; and
- all shipping costs for exchanges are the customer’s responsibility, including return and re-dispatch.
Exchanges are not available on earrings, necklaces, pendants, brooches, or non-sized items.
How to Request a Return or Exchange
To initiate a return or exchange, please email us at returns@oriseau.com with your order number and the item(s) concerned.
A UK return address and return instructions instructions will be provided once your request has been approved. Items sent without prior contact may be refused.
Once your return or exchange request has been approved, items must be dispatched back to us within 14 days. Returns sent outside this timeframe may not be accepted.
Return Shipping
For all change-of-mind returns and exchanges:
- return shipping costs are the customer’s responsibility;
- items must be returned via Royal Mail; and
- we strongly recommend using a Tracked and Signed For service appropriate to the value of the jewellery.
Items remain the customer’s responsibility until received by Oriseau.
Refunds
Where a return is accepted:
- refunds are issued to the original payment method;
- refunds are processed within 14 days of receiving and inspecting the returned item.
Original delivery charges are not refundable, except where required by law.
If an item does not meet the return conditions, we reserve the right to refuse the refund or issue a reduced refund where legally permitted.
Faulty or Incorrect Items
If your item arrives faulty, damaged, or incorrect, please contact us as soon as possible with your order number and clear photographs of the item and packaging.
We will assess the issue and provide an appropriate remedy in line with your statutory rights.
Shipping Destinations
Oriseau currently ships within the United Kingdom.
We are pleased to consider requests for delivery to other destinations on a case-by-case basis and will always endeavour to accommodate our customers wherever possible.
If you would like to enquire about international delivery, please contact us prior to placing your order and we will be happy to assist.
Contact
Oriseau Limited
Customer Care: hello@oriseau.com
Returns: returns@oriseau.com