Cernucci Returns Policy
Enjoy effortless, fully tracked prepaid UK returns and exchanges through our easy online portal, with 14 days from delivery to decide whether to keep your new piece.
Quick Start Your Return
Order numbers starting with CUS like #CUS000000, use our returns portal here.
Order numbers with 6 digits like #000000, use our returns portal here.
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How To Return
We want you to love your Cernucci pieces as much as we love designing, creating & wearing them. That’s why, if you’re not completely happy with it, we’ll give you a full refund. All we ask is that it’s returned to us in its original condition with all original packaging, within the below stated timeframes from receiving your order:
US & ROW – (28) days
EU & UK – (14) days
To start your return have your order number ready.
Order numbers starting with CUS like #CUS000000, use our returns portal here.
Order numbers with 6 digits like #000000, use our returns portal here.
How To Use Our Returns Portal
- Enter your order number. (Found on your confirmation email)
- Select the items you would like to return and provide feedback on the reason.
- Choose if you would like to print your returns label or receive a QR code for your post office to scan.
- Your return fee will be deducted from your refund amount, no additional payments needed.
- Pack up your items and attach your returns label or have your digital QR code handy.
- Drop off your parcel at your chosen post office and keep your proof of postage
You will receive email confirmation for your return submission, when it's been received by the national returns centre and when processed by our fulfilment team.
Refund Processing
Here’s a full breakdown of the returns process - including when you'll hear from us:
🔁Step 1: Return dropped off
When: Day 1
What happens: You drop your parcel off with the courier.
Comms you’ll receive: A drop-off confirmation with tracking details from the courier. If you ship this personally please keep a record of your tracking.
📦 Step 2: Parcel arrives at our warehouse
When: Up to 14 days later (UK) Up to 28 days later (USA and Rest of World)
What happens: Your return arrives into our fulfilment center.
Comms you’ll receive: An email confirming we’ve safely received your return.
💸 Step 3: Refund processed
When: Within 5 working days of receipt by our fulfilment team.
What happens: Our team inspects and processes your return.
Comms you’ll receive: An email confirming your refund has been issued.
🏦 Step 4: Funds appear in your account
When: 3–5 working days after refund confirmation is received.
What happens: Your bank processes the refund. The timescales here are dependent on your bank.
Comms you’ll receive: No email from us at this stage — but you should see the refund in your account. If not, contact your bank.
Klarna, Afterpay or Sezzle refunds
Update Time: 1–2 working days after we process your return
Check your payment provider’s app or account for updates.
Still waiting?
If it’s been more than 24 days since you posted your return and you haven’t received confirmation that we’ve received it, please contact our Customer Support team — we’re happy to help.
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Return Exclusions and T&Cs
Cernucci Guarantee
We offer a 12-month guarantee on gold-plated/vermeil jewellery for manufacturing defects or damage on arrival. This includes a one-time replacement only (no refunds). The guarantee excludes user-caused damage like scratches or accidental breakage.
Submit photo/video evidence for claims. The guarantee applies only to products purchased from our website or app. For retail purchases, refer to the retailer's policy.
Please note if we cannot replace your item due to out of stock we will issue store credit.
*The guarantee does not cover lost or stolen items. Lifetime Guarantee cards are valid only for orders placed before 4th May 2022.
Return Exceptions
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No returns on custom products, earrings, underwear, or swimwear.
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Gift Card Purchases: Refunds are credited back to the original gift card.
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Watch Returns: Must include all original components in new condition (box, tool, pins, pillow).
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Bundle Returns: All items in the bundle must be returned.
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TikTok Shop Returns: Must be processed via TikTok Shop, not the Cernucci portal.
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Pop-Up Shop Returns: Exclusive products: Exchange for store credit voucher only. Onsite products: Refund or store credit via our returns portal
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Ready To Start Your Return?
Order numbers starting with CUS like #CUS000000, use our returns portal here.
Order numbers with 6 digits like #000000, use our returns portal here.
