Last updated: 30 August 2026
At Creations by Mystic Pearl, we want you to be happy with your purchase. This policy explains your cancellation, return and refund options when purchasing from our online store.
Nothing in this policy affects your statutory rights under UK consumer law.
1. Standard Items
For most standard items purchased online, you may notify us that you wish to cancel your order within 14 days of receiving it.
After notifying us, you then have 14 days to return the goods.
To help us process your return, items should be returned:
- unused and unworn;
- with all components supplied with the item;
- in their original packaging where reasonably possible; and
- with your order number or other proof of purchase.
You may handle an item only as much as would reasonably be necessary to inspect it, in the same way you might examine an item in a shop.
If an item has been handled beyond what is reasonably necessary and its value has been reduced, we may make an appropriate deduction from the refund where permitted by law.
2. Bespoke, Personalised & Made-to-Order Jewellery
Items that are made to your specifications or clearly personalised for you cannot normally be cancelled or returned simply because you have changed your mind.
This may include jewellery specifically created, altered, engraved, sized or personalised to your individual requirements.
This exception does not affect your rights if an item is faulty, damaged, not as described or otherwise does not conform to your statutory rights.
Where a product is simply made after ordering but is not personalised or made to your individual specifications, your normal statutory cancellation rights may still apply.
3. Earrings & Hygiene
Where earrings are supplied in sealed packaging for hygiene protection, they cannot normally be returned for change-of-mind reasons once that hygiene seal has been broken.
This does not affect your rights where an item is faulty, damaged or not as described.
4. Mystic Pearl Reveals & Bundles
Our Reveal and Bundle products purchase guaranteed physical merchandise as described on the individual product page.
Some products include a Live, video or interactive reveal which determines or presents the particular design, colour, pearl, crystal or item included within the purchased product.
If you wish to exercise a statutory cancellation right that applies to your purchase, we recommend contacting us before requesting or participating in a Live or personalised video reveal.
Where a Reveal or Bundle contains goods that are subsequently personalised, altered or made to your individual specifications at your request, those personalised goods may no longer qualify for change-of-mind cancellation once the relevant work has begun, where permitted by law.
Your statutory rights remain unaffected where goods are faulty, damaged, not as described or otherwise do not conform to contract.
5. Open at Home Orders
Where Open at Home is selected, your eligible products will be supplied for you to open or reveal yourself at home.
Normal return and cancellation rights depend on the type of goods supplied and whether any applicable hygiene seal, personalisation or other statutory exception applies.
Opening ordinary packaging does not by itself automatically remove your statutory rights.
6. How to Request a Return
Please contact us at:
Please include:
- your name;
- your order number;
- the item or items concerned; and
- whether you are requesting a cancellation, return or reporting a problem.
You do not have to provide a reason when exercising a statutory right to cancel, although feedback is always helpful.
We will provide you with the appropriate return instructions.
Please do not return goods without sufficient information for us to identify your order.
7. Return Postage
For a standard change-of-mind return where the customer is responsible for returning the goods, you are responsible for the direct cost of return postage.
We strongly recommend using a tracked service, particularly for jewellery and higher-value items.
You remain responsible for the returned parcel until it reaches us, subject to your rights against the delivery provider.
Where goods are faulty, damaged, incorrect or otherwise not in conformity with the contract, we will handle reasonable return costs in accordance with your statutory rights.
8. Refunds
Once returned goods are received, we will inspect them and process any refund due.
Where you validly cancel an entire order under your statutory cancellation rights, we will refund the amount paid for the eligible goods and, where required by law, the cost of the least expensive standard delivery option offered for that order.
If you chose a more expensive delivery service, such as an enhanced or premium service, we are not required to refund the additional amount above our standard delivery charge.
Refunds will normally be made to the original payment method.
We aim to process approved refunds promptly. Your bank or payment provider may require additional time before the funds appear in your account.
9. Faulty, Damaged or Incorrect Items
If your item arrives damaged, faulty, incorrect or not as described, please contact us as soon as reasonably possible at:
Please include your order number and, where helpful, photographs showing the problem.
We may offer an appropriate repair, replacement, price reduction or refund, depending on the circumstances and your rights under UK consumer law.
We may ask for photographs to help us understand the problem, but requesting photographs does not remove or restrict your statutory rights.
10. Natural Pearls, Crystals & Handmade Jewellery
Many of our products feature natural pearls, crystals and individually selected materials.
Natural variations in colour, shape, size, surface texture, markings and pattern are normal characteristics of these materials and do not necessarily indicate a fault.
Product photographs are intended to represent the item or style as accurately as reasonably possible, but natural materials may vary from the examples shown.
11. Exchanges
We do not generally operate a direct exchange service for change-of-mind returns.
Where applicable, you may return an eligible item for a refund and place a separate order for the alternative item you would like.
This does not affect remedies available for faulty or incorrect goods.
12. Sale & Promotional Items
Purchasing an item in a sale or promotion does not remove any statutory rights you would otherwise have.
Any refund due will be based on the amount actually paid for the item.
13. International Returns
Customers outside the UK should contact us before returning an item so we can provide appropriate instructions.
Customers are normally responsible for the direct cost of international change-of-mind returns where permitted by applicable law.
Please clearly identify returned parcels as returned goods where appropriate. We are not responsible for customs charges caused by a return being incorrectly declared by the sender.
14. USA Customs & Handling Deposits
For applicable USA orders, a provisional Customs & Handling Deposit may be collected at checkout towards customs, duties and handling charges.
The final applicable amount is calculated once the completed parcel is prepared for dispatch.
If the final amount exceeds the deposit already paid, we will contact you regarding the outstanding balance before dispatch.
If an eligible order is subsequently cancelled and refunded before dispatch, any refundable customs/handling amounts will be dealt with as part of that cancellation in accordance with the circumstances and applicable law.
15. Contact Us
For questions about cancellations, returns, refunds or faulty goods, please contact:
Creations by Mystic Pearl
Email: infomysticpearl@gmail.com