Returns & Refunds policy

At House of Saya, we want you to be delighted with your jewellery. If for any reason you are not perfectly satisfied, we offer a straightforward return process in line with UK Consumer Law.

14-Day "Change of Mind" Returns

You have 14 days from the date you receive your order to notify us that you would like to return it. Once you have notified us, you have a further 14 days to post the item back to our studio.

• Condition: Items must be returned unworn, in their original condition, and in all original House of Saya packaging.

• Hygiene Exception: For health and safety reasons, earrings cannot be returned.

• Exclusions: Personalized or custom-made "to-order" pieces are non-refundable unless faulty.

• Faults: Please inspect your jewellery upon arrival. If there is any fault, notify us at admin@houseofsaya.co.uk within 24 hours of delivery.

1 year Quality Guarantee

• At House of Saya, every piece of jewellery is handcrafted using the highest quality materials and finished to an exacting standard. To ensure perfection, each item undergoes a rigorous individual inspection before it is carefully packaged and sent to you.

• We take immense pride in our craftsmanship and want you to wear your House of Saya pieces with total confidence. Therefore, we are proud to offer a 1-Year Manufacturing Warranty from the date of purchase.

• In the unlikely event that your jewellery develops a structural or manufacturing fault within the first year, please contact us at admin@houseofsaya.co.uk. If the issue is found to be a manufacturing defect, we will:

  • Replace the item at no cost to you;

  • Repair the piece to its original standard; or

  • Offer a full refund if a replacement is unavailable.

• Please Note: To maintain the integrity of your jewellery, this warranty does not cover accidental damage, normal wear and tear (such as surface scratches or fading of plating over time), or damage caused by improper care or contact with harsh chemicals (perfumes, lotions, or chlorine). Please see our jewellery care instructions on how to properly care for your items.

How to Start a Return

• We want the return process to be as smooth as possible. To begin a return, please email us at admin@houseofsaya.co.uk with your order number. We will promptly provide you with a returns form and postage instructions. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

• To ensure your refund is processed quickly, please ensure all items are returned unused, in their original condition, and in the House of Saya packaging provided.  

• Once your return is received and inspected, we will process your refund (excluding original delivery charges) within 5–7 working days. You will receive an automated email once the credit has been applied to your original payment method.

• Please note: Items deemed to be in an unsaleable condition will not be eligible for a refund, and the customer will be notified via email.

Return Shipping: For "change of mind" returns, the customer is responsible for the cost and risk of return postage.

Refunds & Gifts

• Refunds: Once we receive and inspect your return, we will notify you. Approved refunds are processed within 3–5 business days to your original payment method.

• Gifts: If the item was marked as a gift, you will receive a House of Saya digital gift credit for the value of the return.

• Address Errors: Please ensure your shipping details are accurate. If an order is returned to us due to an incorrect/incomplete address, the customer will be responsible for the reshipping costs.

Customer Responsibility

If an order is returned to us due to an incomplete or incorrect address, or if it remains unclaimed after customs clearance, the customer will be responsible for covering the reshipping costs. Please ensure all shipping details are accurate to avoid delays or additional charges.

Contact Us

If you have any questions, please reach out to us at admin@houseofsaya.co.uk.