Returns & Refunds Policy

At Two Skies Ltd, we hope you love your purchase. If it is not quite right, or you have a problem with an item, please get in touch so we can help.

This policy covers consumer purchases from www.twoskies.scot and explains the separate arrangements for purchases made in our Edinburgh shop. Business and wholesale orders are subject to their agreed terms.

1. Changing your mind about an online purchase

For most goods bought through our website, you can cancel without giving a reason. Tell us within 14 calendar days, starting the day after you or your nominated recipient receives your order. If items from one order arrive separately, the period starts the day after the final item arrives.

You may also cancel before delivery. If your order has already been dispatched, you may need to return it.

Once you notify us, send the goods back within a further 14 calendar days. The exceptions in section 5 apply.

2. How to arrange a return

Email hello@twoskies.scot with your name, order number and the item you wish to return. A reason is helpful but is not required for a change-of-mind cancellation.

Please contact us before posting so we can give you return instructions. Your legal right to cancel does not depend on receiving our approval or using a particular form. Any clear statement that you wish to cancel is sufficient.

Send returns to:

Two Skies Ltd Returns

Craigencalt Farm, By Kinghorn Loch, Burntisland KY3 9YG

Include your name and order number, or another way for us to identify your purchase.

Pack the item securely to protect the jewellery and stones. Where possible, include its original jewellery box, certificates, story cards and other supplied accessories. Original packaging is helpful, but is not a condition of exercising your statutory rights.

We recommend keeping proof of postage and using a tracked service with suitable compensation cover for the item's value. Check that the carrier covers jewellery and precious metals.

3. Return postage

For a change-of-mind return, you pay the direct cost of sending the item back.

If an item is faulty, damaged on arrival, incorrect or not as described, we will arrange its return or cover reasonable return costs. Please contact us so we can agree an appropriate service, particularly for high-value jewellery.

4. Inspecting and caring for your purchase

You may inspect an online purchase as you reasonably would in a shop to establish its nature, characteristics and function.

Please avoid wearing it beyond what is necessary to assess it, and do not alter, resize or damage it while deciding whether to keep it.

If handling beyond reasonable inspection reduces the item's value, we may make a proportionate deduction from a change-of-mind refund where the law permits. We will explain any deduction. We do not charge cancellation or restocking fees.

These conditions do not remove your rights where goods are faulty or not as described.

5. Exceptions to change-of-mind returns

Personalised and bespoke items

The statutory cancellation right does not apply to goods genuinely made to your individual specifications or personalised for you, such as engraving.

We will make any applicable exception clear before purchase. An item is not excluded simply because it is handmade, one of a kind, or ordered in a standard available size.

Please contact us about any proposed alteration or resizing before ordering. We will explain the applicable terms before you agree to the work.

Pierced earrings and hygiene seals

Where pierced earrings are supplied with a hygiene seal and are unsuitable for return for health or hygiene reasons once unsealed, the change-of-mind cancellation right is lost if that seal is broken after delivery.

This exception applies only where an appropriate hygiene seal was supplied and the restriction was explained before purchase. It does not exclude all earring returns.

Your rights for faulty, incorrect or misdescribed goods still apply to personalised items and earrings.

6. Refunds for online cancellations

We will refund the amount paid for the returned goods, subject to any lawful deduction explained above.

When you cancel your whole order, we also refund the cost of our least expensive standard delivery option. Any extra amount paid for an upgraded delivery service is not refundable under the change-of-mind cancellation rules.

If delivery was free, we will not deduct our original postage costs from your refund. For a partial return, we will explain whether any delivery charge is refundable based on the order and applicable law.

Refunds are made without undue delay and within 14 days of receiving the returned goods or evidence that you have sent them back, whichever is earlier. If we have offered to collect the goods, the applicable refund deadline runs from notification of cancellation.

We refund using the original payment method unless you expressly agree otherwise. We do not require you to accept store credit instead of a refund to which you are legally entitled.

Your bank or payment provider may take additional time to display the refund. Where an order was paid using instalments or a deferred-payment service, the provider will update your payment arrangement following the refund.

7. Faulty, damaged, incorrect or misdescribed items

Please email hello@twoskies.scot with proof of purchase and a description of the problem. Photographs can help us assess the issue, but are not a condition of your statutory rights.

Please tell us about delivery damage or an incorrect item as soon as reasonably possible. A delay in reporting does not automatically remove your legal rights.

Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described.

You normally have a short-term right to reject goods that do not meet these requirements within 30 days of delivery and receive a full refund.

After that period, you will usually be entitled to a repair or replacement, subject to the statutory rules. This must be provided at no cost, within a reasonable time and without significant inconvenience.

If repair or replacement is impossible, fails, or is not provided within those requirements, you may be entitled to a price reduction or to reject the item for a refund.

Many Two Skies pieces are unique, so an identical replacement may not be available. We will discuss an appropriate remedy; you do not have to accept a different item in place of a statutory remedy.

For repair, replacement and related remedies, a fault appearing within six months of delivery is generally presumed to have existed at delivery unless we demonstrate otherwise or that presumption is incompatible with the circumstances. After six months, you may need to show an underlying fault existed at delivery. Your rights do not automatically end after six months.

Where a statutory refund for faulty goods is due, we issue it without undue delay and within 14 days of agreeing that you are entitled to it.

8. Natural materials, wear and accidental damage

Natural gemstones, marble and other geological materials may contain inclusions and variations in colour, pattern and texture. Characteristics accurately described or shown before purchase are not, by themselves, faults.

This does not excuse an undisclosed defect, misleading description or item that is not of satisfactory quality.

Damage caused by accidents, misuse, unauthorised alterations or normal wear and tear does not usually qualify for a statutory faulty-item remedy. This may include damage caused by unsuitable chemicals, impacts or exposure contrary to appropriate care instructions.

If you are unsure whether something is a fault or a care issue, please contact us. We will assess the circumstances rather than automatically refuse a claim.

9. Exchanges, gifts and sale items

If you would prefer an exchange, please contact us. Exchanges depend on availability, particularly for our one-of-a-kind pieces. We will explain any price difference and delivery arrangements before proceeding.

Choosing to ask about an exchange does not remove your right to cancel within the applicable period.

Sale and discounted goods have the same statutory rights as full-price goods. Refunds are based on the amount actually paid.

For gifts, please provide the order details or other proof of purchase. Refunds normally go to the original payment method. The online cancellation period runs from delivery to the purchaser or nominated recipient, rather than from the date the gift is opened.

10. Returns from outside the UK

Please contact us before sending an international return.

Complete the required customs documents accurately, identify the parcel as returned goods where appropriate, and include the original order reference. Do not describe it as a gift or declare an inaccurate value.

We will provide supporting information where needed. Customers outside the UK pay change-of-mind return postage; reasonable return costs for faulty or incorrect goods are handled as described above.

Import duties or taxes paid directly to customs, a carrier or another third party are not held by Two Skies. You may need to apply to that organisation for repayment.

International customers’ consumer rights

Our online change-of-mind returns arrangements apply to customers worldwide, subject to the exceptions explained in this policy. The UK statutory rights described elsewhere in this policy do not limit any additional mandatory protections that apply in your country of residence. Where applicable local law provides greater protection, those rights take precedence.

For customers in the European Union, where EU consumer law applies to your purchase, you benefit from the applicable right to withdraw from an online purchase and a minimum two-year legal guarantee for goods that are faulty or do not match their description. Some countries provide longer protection. This legal guarantee does not cover ordinary wear and tear or damage caused by misuse or accidents.

International return delivery times

For change-of-mind returns, please send your item within 14 calendar days of notifying us that you wish to cancel, unless applicable law provides a longer period. The item does not need to arrive in the UK within that period. Please retain proof showing when it was sent and share this with us so we can process your refund within the applicable deadline.

11. Purchases made in our Edinburgh shop

For non-faulty goods bought in person, we do not offer change-of-mind refunds. We may offer an exchange or credit note at our discretion within 14 days of purchase, with proof of purchase, provided the item is unworn and in its original condition.

This discretionary arrangement does not affect your statutory rights for faulty, misdescribed or unfit-for-purpose goods. The rights explained in section 7 also apply to in-store purchases.

Orders bought online and collected in store retain the applicable online cancellation rights.

12. Contact and your legal rights

For website returns or refund enquiries, email hello@twoskies.scot.

For purchases made in our Edinburgh shop, email royalmileshop@twoskies.scot.

Please tell us if you are unhappy with how a return or complaint has been handled so we can review it.

Nothing in this policy limits or excludes your statutory rights, including those under the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.