Refund policy

Refund and Return Policy

Last updated: 1 October 2026

We want you to feel confident when shopping with Brocely. This policy explains how returns, cancellations, exchanges and refunds are handled.

30-Day Return Policy

You may request a return within 30 days of receiving your order.

To qualify for a return, the product must be:

Unused and unworn
In its original condition
Returned with its original packaging and tags
Accompanied by proof of purchase

Products that show signs of wear, damage caused after delivery or missing packaging may not qualify for a full refund.

This policy does not affect your statutory consumer rights.

How to Request a Return

Before returning an item, email us at support@brocely.shop.

Please include:

Your full name
Order number
Email address used during checkout
Product you wish to return
Reason for the return
Photographs if the item is damaged, faulty or incorrect

We aim to respond within 1–2 business days.

Do not send an item back without contacting us first. Unauthorised returns may be delayed or refused.

Return Address

After your return has been approved, send the item to:

Brocely Returns
The Old Orchard
789A Huddersfield Road
Dewsbury
WF13 3LR
United Kingdom

Customers should use a tracked postal service and retain proof of postage until the return has been completed.

We are not responsible for an unauthorised return sent to an incorrect address.

Change-of-Mind Returns

If you return an item because you changed your mind, ordered the wrong product or no longer want it, you will normally be responsible for the return-shipping cost.

Original shipping upgrades or additional delivery services are non-refundable, except where required by law.

Damaged, Faulty or Incorrect Items

Inspect your order after delivery.

If your product arrives damaged, faulty or different from what you ordered, contact us as soon as possible at support@brocely.shop.

Please provide clear photographs of:

The product
The packaging
The shipping label

If the issue is confirmed, Brocely will cover the reasonable return-shipping cost and offer an appropriate solution, such as a replacement or refund.

Hygiene-Sealed Earrings

For hygiene and health-protection reasons, earrings supplied in sealed hygiene packaging cannot be returned after the hygiene seal has been opened, unless the product is faulty, damaged or not as described.

If the hygiene seal remains intact, the standard return conditions apply.

This restriction will only apply where the product was delivered in identifiable sealed hygiene packaging.

Sale Items

Sale and promotional items may be returned under the same conditions as full-price products.

This does not affect your statutory rights.

Exchanges

We do not currently offer direct exchanges.

If you need a different product, return the original item for a refund and place a new order.

Order Cancellations

If you wish to cancel or change an order before dispatch, contact us immediately at support@brocely.shop.

We will try to accommodate your request, but cancellation cannot be guaranteed after an order has entered processing or has been dispatched.

Your statutory cancellation rights are not affected.

Refund Inspection

After receiving your return, we will inspect it and notify you whether the refund has been approved.

If additional information is required, we will contact you using the email address associated with your order.

Approved Refunds

Approved refunds will be issued to the original payment method.

We will process the refund without undue delay and normally within 14 days of receiving the returned item or satisfactory evidence that it has been sent back, where applicable.

Your bank or payment provider may require additional time to display the refund in your account.