Returns & Refunds

Last updated 17 September 2026

In short: you can cancel any order within 14 days of receiving it without giving a reason. We also accept returns of unworn items for up to 28 days after delivery. Faulty items can be rejected for a full refund within 30 days. Refunds go back to your original payment method within 14 days.

Your right to cancel (14 days)

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 you have the right to cancel your contract within 14 days without giving any reason.

The cancellation period ends 14 days after the day you, or someone you name, receive the goods. If your order arrives in separate parcels, it ends 14 days after the day you receive the last one.
To cancel, tell us clearly before the period ends. Email support@lmwill.shop with your order number, or use the model cancellation form below. You do not have to use the form.
After telling us, send the goods back within 14 days.

Our 28-day returns

In addition to your legal right to cancel, we accept returns of unworn, unwashed items with their original labels for up to 28 days after delivery. This extended window is on top of your statutory rights and does not reduce them.

How to return an item

Email support@lmwill.shop with your order number and the items you are returning. We reply within 1 working day with a return reference and the returns address.
Pack the items securely with the reference inside. Use a tracked service and keep your proof of postage.
We email you when the return arrives and when the refund is issued.

Please do not post items back without contacting us first. Because our fulfilment partners are outside the UK, the returns address may also be outside the UK, and we will tell you the address and likely postage before you send anything.

Who pays for return postage

Change of mind (cancellation or 28-day return): you pay the cost of sending the goods back. We are telling you this before you order, as the law requires.
Faulty, damaged or incorrect items: we pay. Email us first and we will arrange a prepaid label or reimburse your reasonable postage cost.

Refunds

We refund within 14 days of receiving the goods back, or of receiving proof that you have sent them, whichever is earlier.
If you cancel the whole order within the 14-day cancellation period, we also refund the standard delivery charge you paid.
Refunds are made to the payment method you used. We do not charge a fee for refunds.
We may reduce a refund to reflect any reduction in value caused by handling the goods more than was necessary to establish their nature, characteristics and functioning, for example wearing an item outside or removing labels. You can try things on as you would in a shop.

Earrings and hygiene

Earrings are sent in a sealed bag. For health protection and hygiene reasons, the right to cancel does not apply to earrings once that seal has been broken after delivery (regulation 28(1)(c) of the 2013 Regulations). Unopened earrings can be returned as normal. This does not affect your rights if earrings are faulty or not as described.

Faulty or not as described

Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described.

Within 30 days of delivery: you can reject faulty goods for a full refund.
After 30 days and within 6 months: you can ask for a repair or replacement. If that is not possible or does not fix the problem, you are entitled to a refund.
After 6 months: you still have rights, but you may be asked to show the fault was present at delivery.

Plated jewellery finishes can soften with ordinary wear over time. That is a normal characteristic of plating, which we describe on every product page, but if a finish wears through unusually quickly please email us and we will look at it fairly.

Exchanges

We do not offer direct exchanges, because items are sent from outside the UK. Return the item for a refund and place a new order for the size or colour you want.

Model cancellation form

Complete and return this form only if you wish to withdraw from the contract. Copy it into an email or print it.

To: support@lmwill.shop
I/We [*] hereby give notice that I/We [*] cancel my/our [*] contract of sale of the following goods [*]:
Ordered on [*] / received on [*]:
Order number:
Name of consumer(s):
Address of consumer(s):
Signature of consumer(s) (only if this form is notified on paper):
Date:

[*] Delete as appropriate.

Email this form

Complaints

If something has gone wrong, email support@lmwill.shop and we will respond within 1 working day and aim to resolve it within 14 days. Nothing in this policy affects your statutory rights. For independent advice, contact Citizens Advice consumer service.