Refund policy
Returns & exchanges
Almost everything at QnE is one of a kind. Preloved pieces are sourced individually and graded by hand, and our jewellery is made one piece at a time — so we can't simply swap an item for an identical one. Here's exactly how we handle it.
If we sent the wrong size or the wrong item That's on us. Message us within 3 days of delivery and we'll arrange an exchange at no cost to you — we cover the delivery charges both ways.
If a piece arrives damaged or faulty Also on us. Send us a photo within 3 days of delivery and we'll cover the return and either replace the piece where possible or refund you in full.
If you ordered the wrong size We'll still exchange it, as long as the piece is unworn and in the condition it arrived in. You cover the delivery charges for sending it back and for the replacement going out.
Please note Preloved pieces are sold in the condition described on their product page. Every listing carries a condition grade out of ten, and signs of previous wear are part of what you're buying — these aren't grounds for a return on their own. If you're unsure about a piece, message us on Instagram before you order and we'll send more photos or measurements.
Sale items and pieces bought at a discount can be exchanged but not refunded.
How to start a return or exchange Message us on Instagram or email with your order number and a photo of the piece. We'll reply with where to send it.