Our hassle-free returns policy
Refund & Returns
We hope you love your LATELITA jewellery. However, if your purchase isn't quite right, we've made returning it as simple as possible.
Quick Summary
| Return request | Within 14 days of delivery |
| Return deadline | Item must reach us within 28 days of delivery |
| Item condition | Unworn, untried and in resaleable condition |
| Exchanges | Fast dispatch before we receive your return |
| Faulty items | Free return and replacement or refund |
| Sample Sale | Exchange or store credit only |
| Custom-made jewellery | Not eligible for return |
| Original shipping charges | Non-refundable |
Start a Return
Returns for both LATELITA and Debenhams orders can be started through our Returns Portal:
https://latelita.happyreturns.com
EU customers may also exercise their statutory right of withdrawal by submitting a return request through the Returns Portal within 14 days of delivery.
What Can I Return?
Eligible for Refund
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Jewellery in new, unworn and untried condition
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Items returned in their original packaging wherever possible
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Jewellery with all tags, boxes and accessories included
Eligible for Exchange or Store Credit
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All eligible jewellery
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Sample Sale items (unless faulty)
Not Eligible for Return
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Custom-made or personalised jewellery
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Gift bags
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Gift wrapping
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Items showing signs of wear
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Sample Sale items for cash refunds
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Pierced earrings purchased through Debenhams (hygiene policy)
Sample Sale Items
Sample Sale products are sold as Final Sale.
Unless faulty, these items cannot be refunded but may be exchanged for another product or returned for store credit.
Exchanges Made Easy
Our exchange process allows you to receive your new jewellery as quickly as possible.
Simply:
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Visit our Returns Portal.
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Select Exchange.
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Choose your replacement item.
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Complete checkout.
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Receive your prepaid returns label.
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Return your unwanted item.
Your replacement jewellery is dispatched immediately after checkout, so you don't need to wait for your original item to arrive back first.
Once your returned item has been inspected, we'll refund the original purchase.
Please avoid using your browser's Back button during checkout as this may interrupt the exchange process.
Debenhams Orders
Debenhams customers can also exchange items through our Returns Portal.
To access your order, please enter your Logistics Order Number (not your Debenhams Order Number). This number can be found on your delivery note.
If you cannot locate it, please contact:
Please note that pierced earrings purchased through Debenhams cannot be returned due to hygiene regulations.
Returns Procedure
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Request your return within 14 days of receiving your order.
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Pack your item securely in its original packaging where possible.
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Attach your return label (or use your own courier).
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Send your parcel back to us.
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We inspect your return.
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Your refund, exchange or store credit is processed.
All approved refunds are issued to the original payment method.
Original delivery charges are not refundable.
Returning with Your Own Courier
You're welcome to use your own shipping service instead of our prepaid labels.
If returning an item internationally, you must declare the parcel as:
Returned Merchandise
Failure to do so may result in customs charges being applied, in which case the parcel may be refused.
Returns Processing Fees
If you use one of our prepaid return labels for a refund request, the following processing fees may apply.
| Country | Fee |
|---|---|
| United Kingdom | £5.99 |
| United States | $36.95 |
| Canada | C$28.99 |
| Australia | A$73.99 |
| European Union | €19.99 |
| Europe (outside EU) | €34.99 |
| Singapore | S$75.99 |
| New Zealand | NZ$90 |
| Hong Kong | HK$450 |
| Japan | ¥7,600 |
| China | CN¥395 |
| Denmark | Kr350 |
| Switzerland | Fr46.99 |
| Poland | Zł220 |
| Hungary | Ft17,960 |
| Norway | Kr530 |
| Iceland | Kr4,000 |
| Bulgaria | Лв92 |
| Czech Republic | Kč1,100 |
| Sweden | Kr530 |
| United Arab Emirates | AED210 |
| Saudi Arabia | SR245 |
| Israel | ₪180 |
| South Africa | R1,000 |
| Romania | Lei230 |
No Processing Fee Applies To
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UK exchanges
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UK store credit returns
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Faulty items
International customers may avoid the above fees by purchasing their own return postage.
If you initially request an exchange or store credit but later decide to receive a refund instead, the applicable refund processing fee will still apply.
Faulty Items
We're very sorry if your jewellery arrives with a fault.
Please email help@latelita.com within 14 days of delivery and include:
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Your order number
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A description of the fault
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Clear photographs
We'll arrange a free return and offer either a replacement or a full refund.
If you've owned the item for longer than 14 days, we'll investigate the issue before determining the appropriate resolution.
Please note:
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Our manufacturing warranty covers jewellery for 6 months from the date of purchase.
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Damage caused by accidental damage, misuse, improper care or normal wear and tear is not considered a manufacturing fault.
Christmas Extended Returns
For orders placed between 14 November and 21 December:
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Exchanges and store credit returns are accepted until 4 January.
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Refund requests must still be submitted within 14 days of delivery.
Need Help?
Our Customer Care team is always happy to assist.
General enquiries
Debenhams enquiries