Return & Refund Policy

This policy governs all product returns, exchanges and refund applications placed through the Glimint online jewellery store, operated by XYRPHOS LIMITED.

1. Return Scenarios

Wrong Item Delivered

If you receive merchandise that differs from your confirmed order (incorrect style, size, colour or jewellery design), notify our support team promptly within 48 hours after package delivery. You must supply clear photos of packaging and received goods. We will arrange a pre-paid return label, replacement shipment or full refund for the item value once we verify the error.

Change-of-Mind Returns

You may initiate a return if you simply decide you no longer want the jewellery within the statutory 14-day withdrawal period starting from receipt of goods. All returned jewellery must stay unused, unmarked, with original tags and intact packaging. Customer bears outbound return shipping fees for change-of-mind returns. Return shipping insurance is strongly recommended, as we take no liability for parcels lost on the return journey.

2. Refund Circumstances

Lost Parcel

If your tracking shows the parcel lost in transit before delivery, raise a claim with our customer support. We will collaborate with courier carriers to conduct an investigation. Once loss is officially confirmed by the logistics provider, we offer either a full monetary refund or a re-dispatch of your jewellery.

Damaged Goods on Arrival

For items with manufacturing defects, broken stones, bent chains or other damage upon delivery, send us images/videos showing the defect and outer packaging within 48 hours of receiving your package. After inspection approval, you can select a product replacement or refund for the damaged product.

3. Exchange Requests

If you wish to swap your purchased jewellery for an alternative style, colour or size, submit an exchange request via email. The original item must satisfy our return eligibility criteria. Where the new item has a price difference, supplementary payment or partial refund will apply accordingly. Customer covers shipping charges for exchange delivery unless the exchange arises from our fulfilment mistake.

4. General Return Eligibility

  • Goods must be returned within 14 days from delivery date for change-of-mind withdrawal.
  • Jewellery must remain unworn, scratch-free, complete with original packaging, protective pouches and tags.
  • All personalised, engraved or custom-modified jewellery items cannot be returned for change of mind.
  • Hygiene restriction: pierced earrings may not be accepted for return once the security seal is removed, for health protection purposes.

5. Non-Returnable Items

  • Custom engraved, personalised jewellery
  • Final-sale clearance items
  • Products with obvious signs of wear, scratches, damage caused by customer misuse
  • Items returned missing original packaging, tags or protective accessories
  • Pierced earrings after tampering or removal of hygiene seal

6. Exchange Policy Overview

Exchanges are subject to stock availability. If your requested replacement product runs out of stock at the time we receive your returned item, we will propose a full refund instead. Exchange processing time normally takes 7–10 business days after we receive and inspect the returned jewellery.

7. Return Submission Process

  1. Send your request to support@xyrphos.com with your order number, photos and description of issue.
  2. Wait for our customer service team to review and authorise your return case. Unauthorised returns will not be processed.
  3. Package goods securely, attach authorised return reference number outside parcel.
  4. Ship the parcel and share tracking number with us.
  5. Once our warehouse receives and inspects the item, we proceed with refund or exchange arrangement.

Company Details
XYRPHOS LIMITED
4 Massey House, 85 Hartfield Road London, United Kingdom, SW19 3ES
Email: support@xyrphos.com