For more infromation on delivery cost, please visit our Help Centre section.
Order Cancellations
If you wish to cancel your purchase, you can contact us or complete our order cancellation form.
You can cancel your order up until its status changes to 'processed' and before you have been issued a tracking number. It may not always be possible to amend your order before it is dispatched, so please contact us within 24 hours of making your purchase. Whilst we will always attempt to update/cancel your order for you and prevent dispatch of the products, this may not be possible due to the speed with which orders are processed.
If PHILYRA® is unable to cancel your order, you have the option to refuse the delivery, in which case the products will be returned to us or accept the delivery and then request a return. The item(s) must be returned to PHILYRA® within 14 days starting on the day after you cancel the order.
If you order cancellation request is successful, PHILYRA® will refund to you the full price you paid for the product(s) (including all VAT) together with the delivery costs you have paid, although, as permitted by law, the maximum delivery costs refunded will be the cost of the standard delivery service.
Returns
We hope that you love your purchase but if you have changed your mind, no problem you have 14 days after receiving your item(s) to request a refund and another 14 days to return your order.
To request a return, you can contact us; alternatively, you can complete our online returns form.
To be eligible for a refund, your item(s) must be in their original condition that you received it/them, unworn or unused, with tags, and in the original packaging. You will also need the receipt or proof of purchase.
Please note that currently buyers are responsible for return postage costs and must ensure that any product(s) are returned to PHILYRA® via a trackable method. PHILYRA® is not obligated by law to cover the cost of postage paid by the buyer to return items.
To return product(s) purchased using a promotional offer, you may need to return any item gifted to you as part of the promotion, or (if part of a multi-buy offer) the other items purchased in the multi-buy.
We will notify you via email once we have received and inspected your return, and let you know if the refund was approved or not. If approved, you will be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process the refund.
Exchanges
Kindly note that we do not offer an exchange service.
Exceptions / non-returnable items
In the interest of hygiene and for your protection, earrings are excluded from our Returns Policy. Also, seasonal items (e.g items from our Christmas range) and any products which have been personalised or engraved especially for you cannot be returned or exchanged.
Additionally, we cannot accept returns on sale items or gift cards.
Thank you for your understanding.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Requesting a return/order cancellation and reporting a faulty item
To request a return,order cancellation or report a faulty item, please contact us. Alternatively, you may complete our Online Returns Form or Order Cancellation Form.
Please make sure that your request has been approved before you send any items back to us; any products sent back without approval will not be accepted.
For a step-by step guide on how to return your item(s) to PHILYRA
® and to find our more about what happens after you have returned items to us,please click
here.
Refunds and PHILYRA's rights
PHILYRA® is entitled by law to refuse a refund where:
- the product(s) is/are returned damaged or showing signs of use or wear that has been caused whilst the product(s) is/are in the buyer's hands
- the buyer does not return a product or if it fails to arrive and they are unable to provide proof of postage
Kindly note that this policy is offered in addition to your legal rights and we reserve the right to change this Returns Policy at any time.
This Policy was last updated on 7 July 2020.
