Return & Refund Policy

Last updated: 19 October 2026

At Paula & Silver, we want you to feel confident in every purchase. If something is not quite right, the following policy explains how returns, refunds and concerns about your order are handled.

1. Your Right to Return

If you are purchasing as a consumer, you have the right to withdraw from your online purchase within 14 calendar days of receiving your order, without giving a reason, subject to applicable legal exceptions.

To exercise this right, you must notify us of your decision to withdraw before the 14-day period expires.

You then have a further 14 calendar days to send the item back.

To request a return, please contact us at paulandsilver@gmail.com including your order number and the item you wish to return.

You may use the model withdrawal form provided below, but this is not mandatory. Any clear statement of your decision to withdraw is sufficient.

2. Condition of Returned Items

We kindly ask that returned jewellery be handled with care.

You may inspect and try on an item to the extent reasonably necessary to establish its nature, characteristics and fit, as you would in a physical shop.

Please return your item with its original packaging, jewellery box and any accompanying documentation, labels or assay tags, where available.

You are responsible for any diminished value of the item resulting from handling beyond what is necessary to inspect it.

Signs of unnecessary handling or use may include:

• Scratches, dents or other physical damage;

• Bent or damaged components;

• Missing stones or damaged settings;

• Exposure to perfumes, cosmetics, chemicals or other substances causing damage;

• Alterations, resizing or repairs carried out after delivery.

Where legally permitted, we may deduct an amount reflecting the actual reduction in the item's value. Any deduction will be assessed individually and reasonably.

Missing or damaged packaging or labels will not automatically invalidate your statutory right of withdrawal, but may be taken into account where they cause a demonstrable reduction in value.

3. Return Shipping

For returns made because you have changed your mind, ordered the wrong size or no longer wish to keep the item, you are responsible for the direct cost of return shipping.

We strongly recommend using a tracked shipping service and packaging the jewellery securely to prevent damage during transport.

Please retain your shipping receipt and tracking information until your return has been completed.

Before sending your return, contact us at paulandsilver@gmail.com to obtain the correct return address.

Returns should not be sent without a clearly identifiable order number.

If the item is faulty, damaged upon delivery or does not conform to your order, we will cover the necessary return costs in accordance with applicable consumer law.

4. Refunds

Once you have informed us of your decision to withdraw, we will reimburse the payments due to you without undue delay and no later than 14 calendar days after receiving your withdrawal notice.

We may withhold reimbursement until we have received the returned goods or you have provided evidence of having sent them back, whichever occurs first.

For a full withdrawal from an order, the refund includes the item price and the original standard delivery charge, where applicable.

If you selected a delivery method more expensive than our least expensive standard delivery option, the additional delivery cost will not be refunded.

Refunds will be issued using the original payment method unless otherwise expressly agreed. No refund processing fee will be charged.

Where only part of an order is returned, any refund of the original delivery charge will be determined in accordance with applicable law and the circumstances of the order.

5. Faulty, Damaged or Incorrect Items

Every piece in our collection is selected with care. However, if your order arrives damaged, contains an incorrect item or does not match its description, please contact us.

To help us investigate promptly, we recommend including:

• Your order number;

• A description of the issue;

• Clear photographs of the item and, where relevant, its packaging.

We recommend contacting us as soon as reasonably possible after discovering an issue. This recommendation does not limit your statutory rights.

Where an item is not in conformity with the contract, you may be entitled to repair or replacement free of charge, or, in circumstances provided by law, a price reduction or termination of the contract and a refund.

We will assess each claim fairly and in accordance with applicable law.

6. Natural Characteristics and Jewellery Care

Sterling silver may naturally tarnish over time as a result of exposure to air, moisture and certain substances. Tarnishing alone does not necessarily indicate a manufacturing defect.

The appearance and longevity of jewellery may also be affected by improper storage, chemical exposure, impact and ordinary wear.

Damage resulting solely from accidental damage, improper use, unauthorised alteration or normal wear and tear is not automatically considered a lack of conformity.

However, nothing in this section limits your rights where a product fails to meet the quality, durability or other requirements reasonably expected under applicable law.

7. Exchanges

If you would like a different size or design, please contact us.

Subject to availability, we may be able to assist with an exchange. Otherwise, you may return the original item under this policy and place a new order.

Exchanges do not affect your statutory consumer rights.

8. Exceptions

The statutory right of withdrawal does not apply to certain goods where an exception is expressly provided by applicable law, including items made to the consumer's specifications or clearly personalised.

Choosing a standard size or selecting from our regular collection does not, by itself, make an item personalised.

Any applicable exception will be communicated before purchase.

Exceptions to the right of withdrawal do not remove statutory rights relating to faulty or non-conforming goods.

Assessment of Returned Jewellery

All returned jewellery may be inspected upon receipt to assess its condition and verify the item against the original order.

Our assessment may include checking the jewellery's surface, stones, settings, clasps, plating, original markings and accompanying documentation.

Where an item has been handled beyond what is reasonably necessary to establish its nature, characteristics and fit, Paula & Silver reserves the right to assess any resulting reduction in value and make a proportionate deduction from the refund, as permitted by applicable law.

Any deduction will be based on the actual condition of the item and supported by reasonable evidence. No automatic restocking or inspection fee will be charged for exercising the statutory right of withdrawal.

Damage, Misuse and Wear

Paula & Silver is not responsible for damage caused after delivery solely by accidental impact, crushing, improper handling, chemical exposure, unauthorised modifications or use contrary to reasonable jewellery care instructions.

Examples may include bent ring bands caused by external force, broken clasps resulting from excessive pulling, or plating damage caused by abrasive substances.

However, these circumstances will not automatically exclude a claim. Each case will be assessed individually, taking into account the nature of the item, its expected durability and the applicable statutory guarantee.

Natural tarnishing of sterling silver is not, by itself, evidence of a manufacturing defect. Where tarnishing or deterioration results from a lack of conformity, statutory consumer rights remain fully applicable.

Quality Claims and Verification

If you believe your jewellery is faulty or does not conform to its description, please contact us with your order number and a description of the issue.

Photographs may help us assess the concern. Where necessary, we may request that the item be made available for inspection, with the arrangements and costs handled in accordance with applicable consumer law.

We reserve the right to examine the item and, where appropriate, obtain an independent professional assessment before making a decision on a disputed claim.

An inspection does not automatically establish that damage was caused by the customer, and any decision will take into account applicable rules concerning the burden of proof.

Where a lack of conformity is confirmed, the remedies available under applicable consumer law will be provided.

Incorrect or Incomplete Returns

Please ensure that the jewellery returned corresponds to the item originally purchased.

If we receive an incorrect item, an incomplete return or an item whose identity cannot reasonably be verified, we may request further information before processing the return.

Where an item is demonstrably different from the product supplied, we reserve the right to dispute the return and seek an appropriate resolution.

We may document the condition and contents of returned parcels upon receipt.

Delivery Issues

All orders are prepared and packaged with care.

If your parcel arrives visibly damaged, we recommend photographing the outer packaging and contacting us promptly. Please retain the packaging where reasonably possible to assist with any delivery investigation.

Where an order is reported missing or damaged in transit, we may investigate the matter with the delivery provider and request relevant information.

Such investigations will not restrict or delay any mandatory consumer remedy beyond the limits permitted by law.

Risk of loss or damage during delivery remains with Paula & Silver until the goods are received by the consumer or a designated third party, except where applicable law provides otherwise, including certain cases in which the consumer independently arranges transport.

Returns and Refund Abuse

Paula & Silver reserves the right to investigate suspected fraudulent claims, substituted items, falsified evidence or other objectively documented misuse of the returns process.

Where there are reasonable grounds to suspect fraud, we may preserve relevant transaction and delivery records and pursue available legal remedies.

Any such action will be taken proportionately and without restricting legitimate consumer rights.

Complaint Handling

We aim to resolve all complaints fairly and professionally.

Consumer complaints will be reviewed free of charge. A reasoned written response will be provided within 14 calendar days of receiving a formal consumer complaint, in accordance with applicable Lithuanian law.

Where a complaint cannot be resolved directly, consumers may seek assistance from the competent consumer dispute resolution authority.

Nothing in this policy limits statutory rights or remedies.