Refund policy

We want you to love what you ordered. If something isn't quite right, you have 30 days from the day it arrives to send it back for a refund, store credit, or an exchange, as long as it comes back in its Pellington box and pouch.

How to start a return. Just message us on WhatsApp +971 52 203 8848 or email customercare@pellington.ae with your order number and we'll walk you through it. Return delivery is arranged and covered by you, and we'll send the return address as soon as your request is approved. Once your piece is back with us and we've checked it over, we'll sort everything within 5 to 7 days.

Your refund, your way. You can have your refund back on your original payment method (card, Tabby, or Apple and Google Pay), or as store credit. Store credit lands instantly and never expires. Cash on Delivery orders are refunded as store credit.

Exchanges and sizing. We're happy to exchange your piece for a new size, subject to availability. For sizing exchanges, the shipping costs both ways are covered by you.

Damaged or faulty on arrival. In the rare case your piece arrives damaged or faulty, reach out within 48 hours of delivery with a clear photo or short video so we can see it, and we'll put it right with a replacement or a refund.

Final sale and earrings. Sale and clearance pieces are final sale, so they can't be returned or exchanged. For hygiene, health and safety reasons, earrings are non-returnable and non-exchangeable.

Promotional gifts and offers. Apart from our White Friday discount (below), anything that comes as part of a promotional offer, both the qualifying purchase and any free, gifted, or discounted piece, is final sale. These pieces can't be returned, refunded, exchanged, or swapped for store credit. The only exception is a genuine production fault: reach out within 48 hours of delivery with your order number and a clear photo or short video, and we'll ask you to send the piece back so we can inspect it. Cover is confirmed at Pellington's discretion, for genuine production faults only, and resolved by exchange for the same piece, or a similar piece if it's out of stock. Faults or damage caused by wear, handling, or storage are not covered.

White Friday discount. Orders that get our White Friday discount (20% off orders of AED 400 or more, 30% off AED 800 or more) can be returned as normal within 30 days; the discount doesn't make them final sale. If you return part of an order, we refund what you paid for the pieces you send back.

Our 12-month warranty. Every Pellington piece is backed by a 12-month warranty against faults in the piece itself that show up in normal everyday wear: tarnishing or discolouration, plating that lifts or flakes, a clasp or setting that fails, or a stone that comes loose. Warranty claims are resolved by exchange for the same piece, not by repair, refund, or store credit. It does not cover damage, such as knocks, scratches, bending or pulling, contact with perfume, lotion, bleach or cleaning products, the gradual thinning of plating at friction points that comes with long wear, or pieces altered or repaired by someone else. To claim, contact us within the 12-month period with your order number and clear photos or a short video. We’ll ask you to send the piece back so we can inspect it, and cover is confirmed at Pellington’s discretion. Proof of purchase is required, and the warranty applies to the original purchaser.