Return Policy

We hope that you love all of your pieces, however, if for any reason you would like to return any items please read our policy below:

We do not accept returns or exchanges for any custom piece or earrings due to hygiene reasons.

Any free item received (jewellery with its packaging) must be returned with the original order to receive a full refund. If not returned the original cost of the free piece will be deducted from the refund amount. You must request your return or exchange within 14 days of delivery.

1. The item must be returned to us within 14 days of requesting a return (domestic and international).
2. We offer exchanges for our UK customers if you require a different size. We do not cover the cost of return shipping.
3. We do not refund any amount paid for shipping. This includes any amount paid for delivery or to return the item. We only refund the cost of the item.
4. PLEASE NOTE: all whole order return parcels are subject to a £5 admin fee which will be deducted from your refund.
5. All items must have tags attached, be completely undamaged, unworn and in the original box and packaging it came in. Jewellery boxes and polishing cloths must be returned with no markings/damage.
6. Once we receive your return our team will carry out a quality assessment and if it has been returned damaged or worn in any way, we will not be able to refund you. There will be a £4 postage fee to have the parcel sent back to you.
7. Please email us at info@kaivalondon.com for the return address. We will get back to you within 2-3 working days.
8. Write your order number and full name on a note inside the return and send it to the address emailed to you.
9. For International Returns: When labelling the customs form please label the package as “RETURNED GOODS - ZERO CUSTOM VALUE.” Any custom duties charged to KAIVA LONDON will be subtracted from your refund amount, if this is not done.
10. We only offer refunds onto the original payment method used to make the order.
11. All pieces marked FINAL SALE are non-returnable.
12. Refunds will be actioned as soon as possible from the date that our returns team receive your return. Please note it can take up to 14 days for your refund to be processed, however, oftentimes it’s much sooner.

Important: Please email us with your name and order number to authorise your return or exchange so that we can log your request and send you our returns address. Please also keep proof of postage, use a reliable shipping method with tracking to ensure the safe return of the item. We can not accept returns that are lost, we recommend you insure your parcel and use a tracked courier.

We cannot accept the return once the tag has been removed from the item.

Please do not hesitate to ask us any questions no matter what they are, we are always happy to help!

Get in touch with us via email info@kaivalondon.com

Can I change or cancel my order?

Once your order has been placed, your order cannot be changed or cancelled; please double check all details before placing your order.