Returns & Refunds

Last updated 10 October 2026

Changing your mind about an online order

You can cancel any order made on this website, for any reason, within 14 days of the day it arrives.

1. Tell us within 14 days. Email soulcreations.sales@gmail.com with your name, your order details and the items you're returning. You can use the wording at the bottom of this page if you like, but any clear message is fine.
2. Send the items back within 14 days of telling us, to the address below. Please send them back unused, in their original packaging if you can.
3. You pay the cost of sending them back. We recommend a tracked or signed-for service, because we can't refund an item that doesn't reach us.

Your refund

We refund you within 14 days of receiving the items back, or of you showing us proof that you've sent them, if that's sooner. The refund goes back to the card you paid with, through SumUp.

If you return your whole order, we also refund the postage you paid. If you return only part of it, the postage isn't refunded.

We may take something off the refund if an item has been used or handled more than you would need to look at it in a shop.

Pierced earrings

For hygiene reasons, pierced earrings are posted in a sealed bag. They can only be returned if that seal hasn't been broken, unless they are faulty.

Faulty, damaged or wrong items

If something arrives faulty or damaged, or isn't what you ordered, email soulcreations.sales@gmail.com with a photo as soon as you can. We'll put it right with a replacement or a full refund, including the cost of sending it back. Your legal rights for faulty items apply whether you bought online or at a stall.

Things bought at our stalls

We don't offer refunds or exchanges on stall purchases if you change your mind. This doesn't affect your legal rights if an item is faulty.

Where to send returns

Please email us before sending anything, so we know it's on its way.

Cancellation wording you can use

You don't have to use this, but you can copy it into your email:

To Kay Roberts, Soul Creations By Kay, 62 Astil Street, Burton upon Trent, Staffordshire, DE15 9DL, soulcreations.sales@gmail.com:

I hereby give notice that I cancel my contract of sale of the following goods: [items]. Ordered on [date] / received on [date]. Name: [your name]. Address: [your address]. Date: [today's date].