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Refund policy

Returns & Refunds Policy

Returns

We have a 14-day return policy — you have 14 days after receiving your item to request a return.

To be eligible, your item must be unused, unworn, in its original condition, with tags and original packaging. You'll also need your receipt or proof of purchase.

To start a return, contact us at hello@offthemapjewellery.com. Once accepted, we'll send you a return shipping label and instructions. Items sent back without first requesting a return will not be accepted.

Damages & Issues

Please inspect your order upon receipt and contact us immediately if your item is defective, damaged, or incorrect, so we can make it right.

Non-Returnable Items

The following cannot be returned:

  • Personalised or custom items (including custom-sized or engraved pieces)
  • Sale items or gift cards
  • Perishable goods, hazardous materials, flammable liquids, or gases
  • Personal care or beauty products

Exchanges

To exchange an item, return it first, and once accepted, make a separate purchase for the new item. If your item is defective or damaged, email us at hello@offthemapjewellery.com.

EU Right of Withdrawal

If you're based in the EU, you have the right to withdraw from your purchase within 14 days of receipt under the Consumer Rights Directive 2011/83/EU — unless your item was personalised or custom-sized, in which case it is exempt once production has begun.  

Refunds

Once your return is received and inspected, we'll notify you of approval. If approved, your refund will be applied to your original payment method within 2–3 working days (please allow additional time for your bank to process this). If more than 15 business days have passed since approval, contact us at hello@offthemapjewellery.com.

Gifts

If your item was marked as a gift and shipped directly to you, you'll receive a gift credit upon return. If it wasn't marked as a gift, the refund will go to the original purchaser.

Return Shipping

Send returns to: Off The Map, Unit 2G Stockwell Lodge Studios, Rear of 129–133 Conway Street, Hove, BN3 3LW

You are responsible for return shipping costs, which are non-refundable and will be deducted from your refund if applicable. For items over £20, we recommend using a trackable service — we cannot guarantee receipt of returned items.