REFUND & RETURNS POLICY

Last updated: 23 September 2026

We hope you love your Nice Cream London order. If something isn't quite right, this policy explains how cancellations, returns, refunds and faulty items are handled.

Nothing in this policy limits or excludes any statutory consumer rights that apply to you.

1. OUR 30-DAY RETURNS POLICY

In addition to any statutory rights you may have, we offer a voluntary returns period of 30 days from the date your order is delivered on eligible full-priced products.

To qualify for a return under our voluntary 30-day policy, the item must:

• be returned within 30 days of delivery;

• be completely unworn and unused;

• be in its original condition;

• include its original packaging and all components supplied with it;

• have any applicable hygiene seals or security tags fully intact and untampered with; and

• comply with the product-specific conditions below.

We reserve the right to refuse a return under our voluntary policy where these conditions have not been met.

This voluntary policy is additional to, and does not replace, any statutory rights that apply to your purchase.

2. HOW TO MAKE A RETURN

Please register your return through the Returns Portal on our website.

If the portal does not recognise your order — for example, where an order has been manually resent or replaced — please contact us at care@nicecreamlondon.com and we will assist you.

Please include your order details with the return so that we can identify it when it arrives.

Using our Returns Portal is the easiest way to arrange a return, but it does not prevent a consumer from exercising any statutory cancellation right by another clear statement where applicable law allows this.

3. EARRINGS – IMPORTANT HYGIENE INFORMATION

For hygiene reasons, earrings are supplied with a tamper-evident hygiene seal where applicable.

Please do not remove the hygiene seal or try the earrings on unless you are happy to keep them.

For returns made under our voluntary returns policy:

• earrings must be completely unworn and unused;

• all hygiene seals must remain fully intact, in their original position and untampered with;

• the earrings must be returned with their original earring backs and other components; and

• the earrings must be returned in their original packaging.

Where a hygiene seal has been removed, broken or tampered with, we cannot accept the earrings for a change-of-mind return under our voluntary policy.

Where applicable consumer law provides an exception to cancellation rights for sealed goods that are unsuitable for return for health-protection or hygiene reasons once unsealed, that exception will also apply.

These restrictions do not affect your rights where the earrings are faulty, damaged, incorrectly supplied or otherwise fail to meet applicable statutory requirements.

4. NECKLACES AND BRACELETS WITH SECURITY TAGS

Selected necklaces and bracelets are supplied with a tamper-evident security/returns tag.

Please do not remove the security tag unless you are happy to keep the item. The jewellery can be inspected and tried on while the tag remains attached.

For returns made under our voluntary 30-day returns policy, the security tag must remain:

• attached;

• intact; and

• untampered with.

If the security tag has been removed, broken or tampered with, we will not accept the item for a change-of-mind return under our voluntary policy.

Where statutory cancellation rights apply, the jewellery may be handled only to the extent reasonably necessary to establish its nature, characteristics and fit, in a similar way to how it could reasonably be inspected in a shop.

As our necklaces and bracelets can be inspected and tried on without removing the security tag, removal of the tag may constitute handling beyond what is reasonably necessary.

Where removal of the tag, wearing or other excessive handling causes an actual reduction in the value of the item — including where the item can no longer reasonably be resold as new — we reserve the right to make a deduction from the refund to reflect that diminished value. Depending on the circumstances and the reduction in value caused, this deduction may be substantial or may amount to the full value of the item, where permitted by law.

This does not affect your rights where an item is faulty, damaged or not as described.

5. CONDITION OF RETURNED ITEMS

All returned items are inspected before a refund or other remedy is approved.

Items returned under our voluntary policy must not show signs of wear or use, including, where relevant:

• make-up, fake tan, perfume, hairspray, moisturiser or other cosmetic residue;

• scratches, dents or other damage not present when supplied;

• signs of prolonged wear;

• altered, bent, damaged or missing components;

• missing earring backs, charms or other supplied parts;

• damaged or missing security tags or hygiene seals; or

• other evidence that the item has been worn or used rather than simply inspected.

We may photograph returned products, packaging, seals, tags and their condition during inspection for quality-control, customer-service, fraud-prevention and dispute-resolution purposes.

For statutory cancellations, we will only make a deduction for diminished value where applicable law allows us to do so.

6. SALE AND FINAL-SALE ITEMS

Sale and final-sale products are excluded from our voluntary extended 30-day returns policy, unless we expressly state otherwise as part of the promotion.

This does not remove any statutory cancellation or faulty-goods rights which apply by law.

For example, an eligible UK online purchase may still benefit from statutory cancellation rights during the applicable cancellation period even if the item was purchased in a sale.

7. UK STATUTORY CANCELLATION RIGHTS

For eligible UK online purchases, you will normally have the right to tell us that you wish to cancel the purchase within 14 days after receiving the goods, without giving a reason.

You will then normally have a further 14 days to send eligible goods back.

Some products are excluded from statutory change-of-mind cancellation rights, including certain sealed goods which are unsuitable for return for health-protection or hygiene reasons once they have been unsealed.

These rights are separate from our voluntary 30-day returns policy.

Standard outbound delivery

If you cancel and return an entire eligible UK order during the statutory cancellation period, we will refund the cost of our least expensive standard outbound delivery option where required by law.

If you selected a more expensive delivery option, such as express or next-day delivery, the additional amount above our standard delivery cost is not refundable unless required by law.

We do not normally refund original outbound delivery costs:

• on partial returns;

• on returns made solely under our voluntary extended returns policy after the statutory cancellation period; or

• where applicable law does not require us to do so.

8. RETURN POSTAGE

We do not offer free change-of-mind returns unless expressly stated otherwise.

Customers are responsible for the direct cost of returning change-of-mind items to us.

Please use a tracked postal service and keep your proof of postage and tracking information until your return has been fully processed.

For voluntary returns outside any statutory cancellation period, we cannot process a refund until the return has been received and inspected.

Where statutory refund timing rules apply, these will be followed.

If an item is confirmed to be faulty, damaged on arrival or incorrectly supplied, please contact us before returning it. Where we are responsible for the return cost, we will arrange an appropriate return method or reimburse a reasonable standard tracked postage cost. We cannot guarantee reimbursement of unnecessarily expensive or premium return services that were used without prior agreement.

9. INTERNATIONAL RETURNS

International customers are responsible for arranging and paying for change-of-mind return postage unless applicable law requires otherwise.

When returning goods internationally, please:

• use a tracked postal service;

• keep your proof of postage;

• mark the shipment appropriately as Returned Goods where the carrier/customs documentation allows; and

• complete all customs information accurately.

Please do not declare a return as a new commercial sale.

If additional customs, handling, brokerage or return charges are incurred because a return has been incorrectly declared or improperly documented by the sender, we may deduct reasonable evidenced costs from any amount otherwise refundable where permitted by law.

10. REFUSED, UNCLAIMED OR UNDELIVERABLE INTERNATIONAL ORDERS

Please monitor your tracking and respond promptly to reasonable requests from the courier or customs authority.

If an international shipment is returned to us because:

• delivery was refused;

• an incorrect or incomplete address was supplied;

• the recipient failed to respond to courier or customs requests;

• the parcel was not collected within the required timeframe; or

• delivery otherwise failed because of an act or omission within the recipient's control,

the courier may charge us for return transport, customs charges, duties, taxes, storage or other fees.

Where permitted by applicable law, any reasonable and evidenced charges passed on to us as a direct result may be deducted from the amount refunded once the goods are returned to us.

Original delivery charges are not normally refundable in these circumstances unless applicable law requires otherwise.

11. PARCELS SHOWN AS DELIVERED BUT NOT RECEIVED

If tracking shows your parcel as delivered but you cannot locate it, please contact us promptly.

We may ask you to:

• check the delivery location and any nominated safe place;

• check with other members of the household or business;

• check with neighbours or building staff where appropriate; and

• provide any information reasonably required to allow us to raise an investigation with the courier.

We may review carrier tracking, GPS information, delivery photographs, signatures, safe-place instructions and other relevant evidence.

For UK consumer orders, your rights regarding delivery and passing of risk remain as provided by applicable law. Where you have expressly authorised the courier to leave a parcel in a particular safe place or with a nominated person and those instructions have been followed, delivery may be treated as completed to the extent permitted by law.

For customers outside the UK, where permitted by applicable law, confirmed delivery to the address, nominated recipient or authorised safe place may constitute completed delivery.

A refund or replacement is not automatically due where the available evidence shows that a parcel was validly delivered and was subsequently lost, removed or stolen after completed delivery.

Each case will be assessed using the available evidence and applicable consumer law.

12. FAULTY, DAMAGED OR INCORRECT ITEMS

If you believe an item is faulty, damaged or has been supplied incorrectly, please contact us at care@nicecreamlondon.com with:

• your order number;

• a description of the issue; and

• clear photographs or video where reasonably possible.

We may ask for the item to be returned to us for inspection before determining the appropriate remedy.

Normal wear and tear, accidental damage, misuse, third-party alteration or repair, or damage arising from failure to follow reasonable jewellery-care instructions are not automatically considered manufacturing faults.

Examples may include deterioration caused by repeated exposure to water, perfume, lotions, cleaning products or other chemicals, or physical damage caused after delivery.

Every case will be assessed individually.

Nothing in this section limits your statutory rights where goods are faulty, not of satisfactory quality, unfit for purpose or not as described.

13. EXCHANGES

We do not offer exchanges for change of mind, including for a different size, colour or style.

If you would like another product, please return the original eligible item for a refund and place a new order separately.

If an item arrives damaged or is confirmed to be faulty, we will arrange an appropriate remedy, which may include a replacement where one is available.

14. SETS, BUNDLES AND MULTI-BUY PROMOTIONS

If a product is sold as a single set, the complete set must normally be returned together to qualify for a change-of-mind refund under our voluntary policy.

Where an order received a bundle, multi-buy or quantity-based discount and only part of the qualifying purchase is returned, we may recalculate the promotional discount based on the items retained, where this condition formed part of the promotion and where permitted by law.

15. COMPLIMENTARY GIFTS

Where a complimentary gift was provided because an order met a specified qualifying spend, a later return may cause the retained order value to fall below that threshold.

We may ask for the complimentary gift to be returned unused with the returned products.

If the gift is not returned, we reserve the right, where permitted by law, to deduct its stated value from the amount otherwise refundable.

This does not affect statutory rights.

16. GIFT ORDERS

Refunds are normally returned to the original method of payment used for the order.

If you received an item as a gift, we cannot normally transfer the original payment refund to a different person or payment method.

Where appropriate, we may offer store credit to a gift recipient at our discretion.

17. GIFT CARDS AND STORE CREDIT

Gift cards and store credit are not redeemable for cash and are non-refundable except where required by law.

Where an order was paid wholly or partly using a gift card or store credit, any applicable refund may be returned to the same payment method.

18. REFUNDS

Once a return has been received and inspected, we will confirm whether it has been approved under the applicable returns terms.

Approved refunds will normally be issued to the original payment method.

Banking and card-provider processing times are outside our control once the refund has been issued.

Where UK statutory cancellation rules apply, we will issue refunds within the times required by law, including where valid proof of return triggers the statutory refund timeframe.

Any lawful deduction — for example for diminished value or an evidenced return charge — will be reflected in the refund.

19. RETURNS THAT DO NOT MEET THIS POLICY

Where a return made under our voluntary policy does not meet the required conditions, we may refuse the refund.

For example, this may include items returned:

• after the voluntary returns period;

• worn or used;

• with hygiene seals removed;

• with security tags removed;

• with visible residue or contamination;

• damaged after delivery;

• without essential components such as earring backs; or

• in a condition materially different from that in which they were supplied.

If a voluntary return is refused, we will contact you.

You may be required to cover the reasonable cost of having the item sent back to you.

If you do not wish to have a refused item returned, you may authorise us to dispose of it.

We will not dispose of a refused return without giving you a reasonable opportunity to tell us what you would like us to do.

This section does not affect statutory rights.

20. PAYMENT DISPUTES AND CHARGEBACKS

We encourage customers to contact us directly if there is a problem with an order so that we have an opportunity to investigate and resolve it.

If a payment dispute, chargeback or similar claim is opened through a bank, card issuer, Klarna, PayPal or another payment provider, the disputed transaction may become subject to that provider's formal resolution process.

To investigate or respond to a payment dispute, we may provide the payment provider with relevant evidence, which may include:

• order and payment information;

• customer correspondence;

• tracking information;

• GPS or proof-of-delivery information;

• delivery photographs or signatures;

• return tracking;

• photographs and inspection records for returned products; and

• other information relevant to the dispute.

While a payment dispute is active, we may be unable to issue a separate refund directly against the same amount because doing so could result in duplicate reimbursement.

Where a refund is due, we will work within the applicable payment-provider process or issue it once it is appropriate to do so.

Opening a payment dispute does not remove or reduce any statutory consumer rights, but the same payment cannot be reimbursed twice.

21. SUSPECTED RETURN FRAUD OR ABUSE

We reserve the right to investigate returns where there is a reasonable concern about fraud, substitution, tampering or misuse of our voluntary returns policy.

This may include circumstances where:

• the returned product does not match the item originally supplied;

• seals, tags or packaging appear to have been substituted or tampered with;

• tracking or proof of postage appears inconsistent;

• essential components have been removed; or

• there is other evidence suggesting that the voluntary returns process is being misused.

We may decline a discretionary or voluntary refund where the conditions of our returns policy have not been met.

Where reasonably necessary, we may retain relevant evidence and provide it to payment providers, couriers, insurers or appropriate authorities.

Nothing in this section limits statutory consumer rights.

22. PROOF OF PURCHASE

We may ask for reasonable proof that an item was purchased from Nice Cream London before processing a return, refund, replacement or fault claim.

An order confirmation, order number or other reasonable evidence of purchase may be accepted.

23. CONTACT US

If you need help with a return or believe there is a problem with your order, please contact:

Nice Cream London Ltd
Lasyard House
Underhill Street
Bridgnorth
England
WV16 4BB

Email: care@nicecreamlondon.com

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