Delivery information
We aim to dispatch all regular orders within 3-5 working days; if there is a delay, we will let you know. For pre-order items, please allow up to 12 weeks for delivery.
All purchases will be shipped with our signature boxes. Shipments are arranged via UK standard Mail for all UK orders. A shipment confirmation email will be sent to you after the order has been dispatched.
All international orders are now shipped via different international couriers, ensuring faster delivery and more reliability.
Due to certain regulations we cannot ship any jewellery products into the Russian Federation and Switzerland.
*For outside the UK, customers are responsible for all customs charges.
Missing or damaged Items
Please check your order as soon as you receive it. If your order is not as expected, please contact our Customer Care Team as soon as possible with your order confirmation number to hand.
email: customers@cuelly.com
Tracking your order
All our deliveries are sent via Standard Mail and it will not be tracked. If you would like to track your order for whatever reason, please email us at customers@cuelly.com and we can provide the necessary information for you.
Exchanges and returns information
For all refunds and exchanges, please send a mail to customers@cuelly.com with your order number, email and product name.
We are happy to accept returns within 28 days of purchase. All items must be returned unworn in their original packaging with proof of purchase. Please complete and include the returns slip that was sent with your original purchase so we can process your request swiftly. All UK returns and exchanges are free of charge with the returns label included in your parcel. Unfortunately, we do not offer free returns for any International / EU orders. International customers will need to send any unwanted items back at their own expense.
Refunds and exchanges are usually processed within 10-14 working days of us receiving the goods, although during busy periods this may vary. Refunds will always be processed to the original payment method.
We do not accept returns on any sample sale or sale products.
Please note we will not email you upon receipt of your return. As soon as we have received and taken care of your return, we will email you to confirm that your refund has been issued.
We sincerely apologise if you have experienced any fault with your Cuelly jewellery. Our customer service team would be happy to assist. Please email customers@cuelly.com before returning your item to us, so that our team can advise you of the next steps.