Returns and refunds

Last updated: 13 November 2026

You can cancel your order within 14 days of receiving it, without giving a reason. For hygiene reasons, this does not apply to pierced earrings once you have opened their sealed pouch. Ear cuffs, which do not go through a piercing, can always be returned within the 14 days. Tell us first. You pay the cost of sending items back unless they are faulty or not what you ordered. We refund you within 14 days.

Your 14-day right to cancel

If you are a consumer, you have the right to cancel (withdraw from) your contract within 14 days without giving any reason. This right comes from the UK Consumer Contracts Regulations 2013 and, for customers in the European Union, the EU Consumer Rights Directive as applied in your country (in Germany §§ 312g and 355 BGB, in Denmark the Forbrugeraftaleloven). We give the same 14 days to all our customers, wherever they live.

The cancellation period ends 14 days after the day you, or someone you name other than the carrier, receive the goods. If your order arrives in several parcels, it ends 14 days after you receive the last one. You can also cancel before your order arrives.

How to cancel

To cancel, tell us clearly that you have decided to cancel before the 14 days are up. You can do this in any of these ways:

using our online withdrawal form, which you can reach from the “Withdraw from contract here” link at the foot of every page;
by email to support@paruneli.com;
by post to LE TOURNEUR TRADING LTD, 14 Bramley Gardens, Herne Bay, CT6 7DS, United Kingdom.

You can use the model withdrawal form, but you do not have to. It is enough to send your message before the 14 days are up.

Pierced earrings: the hygiene seal

Every earring we sell is packed in its own sealed pouch. Pierced earrings go through the skin, so once one has been taken out of its sealed pouch, nobody else can safely wear it.

The law therefore makes an exception for sealed goods which are not suitable for return for health protection or hygiene reasons, once they have been unsealed after delivery (regulation 28(1)(e) of the UK Consumer Contracts Regulations 2013 and Article 16(e) of the EU Consumer Rights Directive). This means:

Pierced earrings (single studs, hoops, drops and climbers, including helix and tragus pieces) cannot be returned under the right to cancel once their sealed pouch has been opened.
Pierced earrings still in their unopened sealed pouch can be returned within the 14 days in the normal way.
Ear cuffs do not go through a piercing, so the hygiene exception does not apply to them. You can return an ear cuff within the 14 days even if you have opened its pouch and tried it on.
Odd Boxes are treated piece by piece. Opened pierced pieces cannot be returned. Ear cuffs, and pierced pieces still in their sealed pouch, can be returned. If you return part of an Odd Box, we refund the part of the Odd Box price that matches the pieces you return, in proportion to their individual prices.

Please check each piece through its pouch before you open it. The exception never applies to faulty items or items that are not what you ordered. See “Faulty or incorrect items” below.

Returning items

Tell us you are cancelling, using the online form, by email or by post, with your order number.
Send the items back within 14 days of telling us. Unless we give you a different address in writing when you contact us, send them to: LE TOURNEUR TRADING LTD, 14 Bramley Gardens, Herne Bay, CT6 7DS, United Kingdom.
Pack the items securely in their pouches, include your order number, and use a tracked service. Keep your proof of postage.

You will have to pay the direct cost of returning the goods. We pay the cost of returning items that are faulty or not what you ordered.

Customers outside the UK: please mark the parcel as “returned goods” on any customs form. This helps to avoid charges when it arrives back with us.

Refunds

If you cancel, we refund all payments we received from you for the cancelled items, including the standard delivery charge if you cancel your whole order. We refund without undue delay and no later than 14 days after the day we receive the goods back, or the day you give us proof that you have sent them back, whichever is earlier. If you cancel before your order has been dispatched, we refund you within 14 days of the day you tell us.

If you return only part of an order, the delivery charge is not refunded. We refund using the same payment method you used, unless you expressly agree otherwise, and you will not be charged a fee for the refund. Your refund is made in the currency you paid in.

You are only responsible for any reduction in the value of the goods caused by handling them more than is necessary to establish their nature, characteristics and functioning. Trying on an ear cuff as you would in a shop is fine. If an item comes back damaged, we may reduce the refund to reflect its loss in value.

Import VAT, duties and carrier fees paid on delivery outside the UK are paid to the carrier or customs authority, not to us, so we cannot refund them. Your carrier may be able to tell you whether they can be reclaimed.

Exchanges

We do not exchange items directly. If you would like a different piece, return the item under the rules above and place a new order.

Faulty or incorrect items

If an item is faulty or not what you ordered, email support@paruneli.com with your order number and a photo. This applies whether or not the pouch has been opened. We will pay for the return and refund your reasonable return postage.

Under the UK Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described. If they are not:

within 30 days of delivery, you can reject them for a full refund;
within 6 months of delivery, if you have not rejected them, you can ask for a repair or replacement. If that is not possible or does not work, you are entitled to a price reduction or a refund;
after 6 months, you can still ask for a repair or replacement, a price reduction or a refund, but you may need to show the fault was there when the item was delivered. Claims can be made up to 6 years after delivery (5 years in Scotland).

If you live in the European Union, you have a legal guarantee of conformity of at least two years from delivery under your country’s law. In Denmark this is your 2-year right to complain (reklamationsret), in Sweden your 3-year right to complain (reklamationsrätt), and in Germany your statutory warranty rights (Mängelhaftung). Customers in Norway, Switzerland, the United States and Canada have the rights given by their own law. Nothing in this policy affects your legal rights.

Normal wear is not a fault. This includes gradual wear of gold plating from rubbing and everyday use, and changes caused by contact with perfume, cosmetics, chlorine or salt water. Our Earring Care & Materials page explains how to look after your pieces.

Questions

Email support@paruneli.com or call +44 7907 841474. See also our Terms & Conditions.