Customer satisfaction is always our top priority, however if you are not satisfied with your order, you may request a return or exchange with 30 days of your delivery date.
How to Initiate a Return
1. To request a return, visit our Returns portal here to get started.
You will need the following information to request a return:
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The order number, as shown on your confirmation email
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Your email address, as shown on your confirmation email
2. Generate and print returns label.
3. Return the item(s) in the original shipping box, or any other solid carton box. Close the box and tape it securely.
Drop off the package at your nearest DHL location, or other carrier location.
If a photo is required to submit your return, it will automatically enter Manual Review. Our team will review your submission within 24 hours. Once approved, you’ll receive a confirmation email with instructions to generate your return label.
Please send your item back in its original packaging and ensure it is packaged sufficiently and securely so that there is no damage during transit. We advise sending through a trackable service that is covered by insurance in the unlikely event of loss during transit.
Please ensure you send your return within 14 days of generating a label. Returns that are not dispatched within this timeframe will unfortunately be cancelled and no longer eligible for processing. If you anticipate any delays or have questions about your return, please contact our customer service team for assistance.
Returns & Exchanges
All returns & exchanges must follow the below criteria:
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Be returned within 30 days of requesting your return or exchange
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Be in its original, unused, unworn, unwashed and undamaged condition
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Be returned with all original tags attached
Items are only eligible for return if unworn, with the price tag attached and in original condition.
Please note, our resin pieces are handcrafted and delicate by nature. Due to the material’s unique properties, they are not repairable or replaceable once damaged. Any wear, breakage, or damage incurred after purchase is considered normal wear and tear and will not be covered under our warranty or returns policy.
Completedworks reserves the right to reject returns which do not comply with our return policy. Returns that do not respect our policy may be sent back to the original shipping address at our discretion.
How to Request an Exchange
If you'd like to exchange your order, please get in touch with our team at info@completedworks.com with your order number, reason for return and item you'd like to exchange for within 30 days of your delivery date.
Return Shipping Fees
Please note that all return shipping costs are the responsibility of the customer. A handling shipping fee will be charged to cover the return shipping cost. This amount will be deducted from your original payment method. Note, all handling fees in our Returns portal will be charged in pounds and converted into your currency.
See below return flat fee shipping costs for your region:
United Kingdom – £10
Europe – £15
United States – £15
Rest of world – £20
If you prefer to use your own local shipping carrier, you are welcome to do so. We recommend selecting a tracked service for added security.
International Returns
Please refer to "How to Initiate a Return" above with return request steps using our Returns portal.
The above return policy applies to international orders, with the following adjustments:
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We cannot refund duties and taxes paid to clear customs.
For added safety, please insure all packages with a tracking number.
Damaged or Defective Item
If you receive a damaged or defective item on delivery, please notify info@completedworks.com of the issue with 7 days following the delivery. You must then return the items back to us within 14 days.
We will pay the costs of returning the product(s) using our returns process. If your products arrive damaged and you do not notify us of the issue or you do not return the damaged goods within the time frame, you may not be eligible for a refund or replacement.
Refunds
A refund will be issued back to your original payment method within 14 business days of receiving your return. Once your refund has been processed, a refund confirmation will be sent to the email address provided at checking out. Your financial institution may require additional time to process the refund to your account.
We will refund you by the method you used for payment. We don't charge a fee for the refund.
Exchanges
If you have requested an exchange, it will be processed and dispatched promptly upon receipt of your returned order. We will provide you with an update and a tracking number as soon as the exchange has been shipped.
Please note we will only dispatch the exchange or replacement product once we have received the unwanted product back.
Homeware Returns
Please note, for all Homeware returns please contact our team at info@completedworks.com.
Fine Jewellery Returns
Fine jewellery purchased directly from completedworks.com that is made-to-order and does not require any customisation is eligible for return under our standard 14-day returns policy. Items must be returned in their original condition and packaging.
Bespoke & Personalised Jewellery Returns
Bespoke, customised, or engraved pieces cannot be returned. This includes monogrammed, personalised, or special-order items. Due to the unique nature of these items, we are unable to offer exchanges or refunds if you change your mind. However, orders may be amended within 24 hours. If you realise you have made a mistake, please contact our team at info@completedworks.com to make any adjustments.
If you believe there is a manufacturing issue, we can assess the piece once it has been physically inspected. However, discolouration or changes caused by contact with sunlight, heat, moisture, or cosmetics would not be classed as a fault.
Lost Returns Policy
For returns generated in our Returns portal, your package is fully trackable and if we have received tracking information, in the rare event it is lost in transit we will seek recovery from the carrier. However, if you choose to return an item not using our Returns portal, the return is at your own risk and we are not responsible for lost packages. We strongly recommend you use a tracked delivery method that insures you for the value of the item returned and that you keep proof of postage. For any concerns, please contact our team at info@completedworks.com.