All purchases made on this website can be returned for an exchange or refund provided the return slip corresponds to the registered purchaser within 30 days of delivery.  All items must be returned unused, with authentic labels & in original packaging. If goods returned are not in a re-sellable condition, we may not accept your return. Any promotional gift received with your purchase must also be returned. Unless the goods are faulty, you will be required to arrange and pay for the cost of returning the items to our returns address. Customers are advised to use a tracked service with the appropriate level of insurance in case your parcel is lost in transit as we will not be responsible for this occurrence.

How to Return an Order

Step 1

Please complete the returns form here, assisting us by indicating the reason for the return or exchange. Pack your order, enclose the returns form and place it in a protective envelope/package. Please mark the parcel with ”returned items”. We recommend insurance for safe arrival.

Step 2

Post the goods to; Web Sales Returns Department, Trollbeads UK, 186 Upper Street, London, N1 1RQ. All items must be returned unused, with authentic labels & in original packaging. If goods returned are not in a re-sellable condition, we may not accept your return. Any promotional gift received with your purchase must also be returned. Unless the goods are faulty, you will be required to arrange and pay for the cost of returning the items to our returns address. Customers are advised to use a tracked service with the appropriate level of insurance in case your parcel is lost in transit as we will not be responsible for this occurrence.

Step 3

All returned goods will be examined upon receipt. We will not provide a full refund if the goods show signs of use. In such circumstances, we will notify you via email that a reduced refund amount will be available. 

Step 4

Once we have processed your return, our Web sales Returns Department will contact you via email & the payment will be refunded. Please note it can take up to 10 working days after the refund has been processed for it to appear on your statement.

If you wish to exchange an item purchased from a retailer, you will need to contact the retailer where the purchase was made.

Return Policy - Fair Use

Where we suspect fraudulent activity and/or we notice unusual or suspicious activity with your account, we might have to withhold issuing a refund and block your account and any associated accounts.

Such activity includes but is not limited to: claims relating to orders not being received, items missing, ordering and excessive returning – way more than even the most loyal Trollbeads customer would order; unusual patterns of returns activity; where we suspect someone isn't just deciding, but wearing the items for longer periods and then returning them; where we refuse multiple returns by you or returning items worn/used and not matching what was originally ordered.

You will be responsible for the cost of returning the goods to us. Any returns will be processed as normal when they reach our warehouse.

Please note: we reserve the right to take legal action against you if the items you return don't match what you ordered.