Returns & Exchanges
Our policy in short
Hoops and Clay makes handmade jewellery in very small batches. For hygiene reasons — earrings in particular — all sales are final. We do not accept returns or exchanges for change of mind, sizing preference, or because a piece looked different on screen.
We know that is strict, so we try hard to make it unnecessary: if you want extra photos, measurements or a better sense of a colour before you order, email us and we will send them.
Damaged or incorrect items
If your order arrives damaged, faulty, or is not what you ordered, we will put it right.
- Contact us within 48 hours of delivery at admin@hoopsandclay.com.
- Include your order number and clear photos of the item and the packaging it arrived in.
- We will send a replacement at no cost to you. If the exact piece is no longer available, we will offer an alternative of equal value or a full refund.
Claims made after 48 hours cannot be verified against courier handling, so please check your parcel as soon as it arrives.
What is not covered
Natural variation is not a defect. Stones vary in colour and veining, and handmade pieces differ slightly from one another and from product photos. Normal wear — scratches, tarnish from perfume or water, damage from dropping or pulling — is also not covered. See the care guidance on our FAQ page.
Cancellations
If you need to cancel, email us as soon as possible. We can usually cancel and refund in full before the order is dispatched. Once a parcel has left with the courier we cannot cancel it.
Refunds
Where a refund is agreed, it is issued to your original payment method within 7–10 working days. Your bank may take a few days longer to show it.
Contact
Email admin@hoopsandclay.com. We answer every message ourselves and would always rather sort a problem out than leave you unhappy.