Refund & Exchange Policy

We hope that you will love your purchase from Soul Gems London. If, however, you need to send something back, returning an item couldn't be easier.

You are welcome to try your purchases in the comfort of your own home and, if you are not completely satisfied for any reason, please send it back to us within 14 days of purchase and we will be happy to offer you an exchange or refund.  Refunds will be processed and given minus the delivery charge incurred by us in sending it out.

We want you to be completely satisfied with everything you purchase from us and so are happy to include items purchased in the sale or with a promotional code in our moneyback guarantee.

All return or exchange requests must be accompanied by a copy of your proof of purchase.

Please make sure your items are returned in a new and unused condition and in their original packaging in order for us to process an exchange or refund. This includes not removing any small plastic protective covering on products. 

Return delivery charges are paid for by the customer.


If an exchange is requested, we will post it post out to you within 3 working days of receiving your returned item. If the item being exchanged for costs more than the item being returned, the difference must be paid before the exchange item can be posted out. If the cost is less, the difference will be returned to you and will be processed as per our refund policy below.

Processing your Refund

Upon receipt of items in their original condition and packaging, the refund will be made back via the original method used for the purchase such as Debit Card or PayPal. The cost of the goods will be refunded minus the delivery charge incurred in sending out the goods. We will process your refund within 7 working days of receipt. Your debit/credit card company may take 4-7 working days to credit your account.

Should you have any questions or queries regarding our refund and exchange policy, please don’t hesitate to contact us via our Live Chat facility on our website or via email on our 'Contact Us' page and we will be happy to answer your questions.