If your jewellery arrives damaged or faulty, please notify us within 48 hours of receiving your order. You can get in contact via the contact tab or via e-mail at Please include your order details (order reference and name) as well as a clear photograph showing the damage. In these circumstances, we offer repairs or replacements at no additional cost.

If your jewellery breaks within 28 days of receiving it, please get in contact. We will be happy to arrange a repair, replacement or refund, dependant on the situation. Items that are damaged due to customer negligence will not be eligible for a refund, repair or replacement.

Under the United Kingdom’s Distance Selling Regulations, you reserve the right to return or cancel your order for a full refund (with the exception of postage costs paid). Order cancellations and returns must be made within 14 days of receiving the items. Please notify us via e-mail if you wish to return your goods. Returns should be sent to the address below: 

Pastel Clouds Returns,
14 Walsingham Way
Billericay, Essex
CM12 0YE

Please include your order number and details and retain proof of postage. It is your responsibility to ensure the parcel is returned to us safely and items are in the condition that you received them.

We will not refund postage costs incurred by the buyer when returning the items, with the exception of damaged or faulty goods.

Custom orders are non-returnable, unless faulty.

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