Refund & Returns Policy.

We want your returns experience to be simple and stress-free

1. How to start a return

Please notify us within 14 days of receiving your order if you’d like to return an item

You then have another 14 days to send the item(s) back once your request is logged.

Returns can be started in two ways:

Account holders: Log in to your EQ Gleam account, open the order, and select “Return.”
Guest checkout: Use our Guest Return Form link.

Once your return is approved, you’ll receive an email with a link to the Royal Mail portal.

Enter your order number (starting with A1000) to download your pre-paid return label.

Items must be returned in their original packaging.

Drop-off (no printer): Generate a QR code and show it at a Post Office or Royal Mail Delivery Office.

Drop-off (with printer): Print your label, attach it to your parcel, and drop it off at any Post Office or Delivery Office.

Items must be unworn, unused, and in original packaging (including the delivery box).

Proof of purchase is required.

For gifts, include the purchaser’s name to avoid delays.

Keep your proof of postage—we cannot accept responsibility for items lost in transit.

Personalised items: Cannot be returned unless faulty (faults must be reported within 30 days).

Earrings: Non-returnable for hygiene reasons unless faulty.

Refunds apply only to returned items.

Delivery charges are refunded only if the order was faulty or incorrect.

Refunds are processed to your original payment method.

You’ll receive a confirmation email once your refund is issued.

Processing time:

EQ Gleam Limited