Natural stone is not uniform and no two pieces match, so we would rather be completely clear about returns up front than have you find out later.
The short version
- Changed your mind: 14 days from delivery. Unworn, in its wrapping.
- Faulty or not what you ordered: always returnable, always our cost, whatever it is. This is your legal right and we are not going to argue about it.
- Personalised work: we do not currently offer engraving or bespoke commissions, so nothing in the shop falls outside the 14 days.
Changing your mind
You have 14 days from the day your piece arrives to tell us you want to return it, and a further 14 days to send it back.
A plain email is enough. If you would rather have the wording written for you, use the Model Cancellation Form — it is optional, and it makes no difference to your rights either way.
It needs to be unworn and in the wrapping it came in, with the card. We are not going to be difficult about a piece you tried on for two minutes in front of a mirror — that is what trying it on is. We will be difficult about a piece that has clearly been worn out for an evening.
Return postage for a change of mind is yours to pay. Please use a tracked service; until it reaches us it is still your parcel, and it is jewellery.
Refunds go back to your original payment method within 5 working days of the piece arriving with us.
The outbound postage. Where delivery was free — every United Kingdom order, and any order over £50 to the EU or Australia — there is nothing withheld and you get the full price of the piece back. If you paid postage on a smaller order to the EU or Australia and you are sending the whole order back, that postage is refunded to you as well, as the Consumer Contracts Regulations 2013 require. If you keep part of an order and return the rest, the postage stays with the part you kept. Either way, it is only the return journey that is yours to pay.
Returning from the European Union or Australia
The same 14 days apply, and so do the same rights. Two things are different, and neither of them is in our gift to change, so here they are plainly.
The parcel comes back to the United Kingdom. We have no return address inside the EU. A tracked return from most EU countries costs somewhere between €15 and €30, and for a change of mind that cost is yours. It is worth weighing that before you order rather than after.
The import VAT and duty you paid on delivery are not ours to refund. We never received that money — your carrier collected it for your own customs authority. We refund the full price of the piece. To get the import charges back you claim them from your national customs office, which every EU member state allows when goods are returned to the sender; the carrier's paperwork and our refund confirmation are what they will ask for, and we will send you anything you need. Their handling fee is usually not recoverable.
If a piece is faulty or is not what you ordered, none of the above applies to you: the return is our cost wherever you are.
If something is faulty or not what you ordered
Email us with your order number and a photograph. We pay the return postage, and you choose: a replacement, a repair, or a full refund.
Under the Consumer Rights Act 2015 you have 30 days to reject faulty goods outright for a full refund. After that, and for six months, we will repair or replace. Buyers in the EU have the equivalent right under the Sale of Goods Directive 2019/771, for two years from delivery. None of this is affected by anything else on this page.
Natural stone is not a fault
Stones have inclusions, veins, clouding and colour variation. Two turquoise pieces will not match, and a stone will rarely be identical to the photograph, because the photograph is of a different stone that has already been sold.
That is the nature of the material and it is the reason to buy it. We photograph honestly and describe honestly, and we would rather you understood this before ordering than were disappointed after. If a piece is genuinely not as described, that is a different matter and it is covered above.
How to start a return
- Email hello@asieight.com with your order number and what you would like to do.
- Wait for our reply before posting anything. We will send you the return address and, where it is our cost, the label.
- Pack it in its original wrapping and send it tracked. If you are outside the UK, mark the customs form “returned goods” and write our original order number on it — it stops the parcel being taxed a second time on the way in.
Please do not post anything back before you have heard from us. It usually costs you money for no reason.
Your statutory rights
Nothing on this page reduces your rights under the Consumer Rights Act 2015 or the Consumer Contracts Regulations 2013, or, if you live in the EU, under the consumer law of your own country. Free independent advice is available in the UK from Citizens Advice on 0808 223 1133 or at citizensadvice.org.uk, and in the EU from your national European Consumer Centre at eccnet.eu.