Returns & Refunds
RETURNS AND REFUNDS POLICY
Last updated: 19th October 2026
We hope you love your new jewellery and accessories from hostinears.com. If something is not quite right, we are here to help. This policy explains how to return an item and how refunds work. It does not affect your statutory rights as a consumer.
YOUR RIGHT TO CHANGE YOUR MIND
You have 14 days to cancel your order, starting from the day after you receive your items. You do not need to give us a reason.
Once you have told us that you want to return your items, you then have a further 14 days to send them back to us.
HOW TO START A RETURN
1. Email us at support@hostinears.com within 14 days of receiving your order. Please include your order number, your name and the items you would like to return.
2. We will reply with the return address and instructions. Please do not send items back to our registered office address, as this is not a returns address.
3. Pack your items securely, ideally in their original packaging, and include a note with your order number.
4. Send your parcel back to us within 14 days of telling us you want to return it. We recommend using a tracked and insured postal service and keeping your proof of postage, as we cannot be responsible for returns that are lost on the way back to us.
CONDITION OF RETURNED ITEMS
To be accepted for a change of mind return, items must be:
unworn and unused;
in their original condition, with any tags, labels and protective packaging still in place; and
returned with their original box, pouch or packaging where possible.
For hygiene reasons, earrings for pierced ears and other body jewellery can only be returned if they are unworn and the hygiene seal or packaging has not been opened or removed.
Personalised or made to order items cannot be returned for a change of mind, unless they are faulty. Where this applies, it will be clearly stated on the product page.
We may reduce your refund to reflect any loss in value if an item has been worn, damaged or handled more than needed to check it, in the same way you would in a shop.
RETURN POSTAGE COSTS
If you are returning an item because you have changed your mind, you are responsible for the cost of sending it back to us.
If your item is faulty, damaged or not what you ordered, we will cover the reasonable cost of returning it.
YOUR REFUND
Once we have received and checked your return, we will email you to confirm and process your refund within 14 days.
Your refund will be made to the same payment method you used to place your order. Depending on your bank or card provider, it may take a few extra business days for the money to appear in your account.
If you return your whole order, we will also refund the original delivery charge, up to the cost of our Free Standard Delivery option. This means that if you chose Insured Express Delivery, the £4.95 express charge is not refunded for change of mind returns. If you return only part of your order, delivery charges are not refunded.
If you paid using a buy now, pay later service, your refund will be sent to that provider, and they will update your account and payment schedule.
If you used a discount code, your refund will be based on the amount you actually paid for the item.
EXCHANGES
If you would like a different size, colour or style, the quickest way is to return the original item for a refund and place a new order for the item you want. If you need help, just get in touch and we will be happy to assist.
FAULTY, DAMAGED OR INCORRECT ITEMS
Every piece is checked and carefully packed before it leaves us, but occasionally things can go wrong. If your item arrives damaged, is faulty or is not what you ordered, please contact us as soon as possible, ideally within 48 hours of delivery, at support@hostinears.com. Please include your order number and clear photos of the item and the packaging.
Under the Consumer Rights Act 2015, if an item is faulty:
within 30 days of delivery, you are entitled to a full refund;
after 30 days, you are entitled to a repair or replacement, and if this is not possible or does not fix the problem, a refund.
Normal wear and tear, accidental damage, or damage caused by not following the care advice for your jewellery is not considered a fault. To keep your pieces looking their best, we recommend keeping them away from water, perfume, lotions and cleaning products, and storing them in a dry place when you are not wearing them.
ORDERS THAT ARE NOT COLLECTED OR ARE REFUSED
If a parcel is returned to us because it was not collected from the courier, was refused on delivery, or could not be delivered because of incorrect details, we will contact you. You can choose to have it sent again, in which case we may ask you to cover the delivery cost, or to cancel your order and receive a refund for the items.
NEED HELP?
If you have any questions about returns or refunds, please get in touch.
Email: support@hostinears.com
Phone: +44 7564 081633
hostinears.com is run by Scott-Samuel Accessories Ltd, company number 14087611, registered in England and Wales. Registered office: 12 Wychall Lane, Kings Norton, Birmingham, B38 8TA, United Kingdom.
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