Refund policy

We want you to love what you've chosen. If something isn't right, here's how it works.

Your return window

You have 14 days from the day your order is delivered to request a return or exchange.

Changed your mind before it ships?

You can cancel an order yourself within 1 hour of placing it, as long as we haven't already packed it — use the link in your order confirmation email. After that hour, email sales@hilltostreet.com: if the parcel hasn't left us we can usually still stop it, and if it has, the 14-day return window above applies as normal.

What we accept

We accept returns for any reason — including simply changing your mind — provided the item is:

  • Unworn and unused
  • In its original condition, with any tags still attached
  • Returned in its original packaging

Because our pieces are handcrafted in pure and sterling silver, items that show signs of wear, resizing, alteration or damage after delivery cannot be accepted.

What we can't accept

  • Earrings and other pierced jewellery, for hygiene reasons, unless the item arrived faulty
  • Personalised, engraved or made-to-order pieces
  • Anything from the PWP 50% OFF! collection - purchase-with-purchase pieces are sold as final sale.
  • Gift cards

If an item arrives faulty or damaged, or isn't what you ordered, none of these exclusions apply. Contact us and we'll put it right at our cost. 

Who pays for return shipping

You arrange and pay for return postage, using a tracked service of your choice. We're not able to take responsibility for parcels that go missing on the way back to us, so tracking protects us both.

If the item is faulty, damaged or incorrect, we cover the return cost. Send us a photo first and we'll arrange it.

We don't charge a restocking fee.

How to start a return

  1. Tell us within 14 days. Email sales@hilltostreet.com, quoting your order number and what you'd like to return. Photo(s) will be required if there's a fault.
  2. We'll send you a return form and address. Usually within one working day.
  3. Post it back. Use a tracked service and send us the tracking number.

  4. We inspect and refund. Once your parcel reaches us we check the item and process your refund within 5 working days, to your original payment method. Your bank may take a few more days to show it.

Original shipping charges aren't refunded, unless the return is because of a fault on our side.

Exchanges

Happy to exchange for a different size or a different piece, subject to the same 14-day window and condition requirements. If the new item costs more we'll send a payment link for the difference; if it costs less we'll refund the difference. You cover the postage both ways on a change-of-mind exchange.

Ring sizing

If you're between sizes or unsure, message us before ordering — we'd far rather help you get it right first time than process a return. Some of our silver rings can't be resized after purchase.

International returns

The same 14-day window applies wherever you are. Please mark the parcel clearly as "RETURNED GOODS — NO COMMERCIAL VALUE" on the customs declaration. If it isn't marked this way we may be charged import duty on your return, and we'll have to deduct that from your refund.

Import duties or taxes you paid on the original delivery are set by your own country's customs authority, not by us, and we're not able to refund them. You may be able to reclaim them directly — your local customs office can advise.

Faulty items

Silver is a soft, living metal and will naturally tarnish over time — that's not a fault, and a gentle polish restores it. If a piece fails structurally in normal wear, tell us. We'll look at every case on its merits, and we don't hide behind the 14 days where something has genuinely gone wrong with the workmanship.

Questions

Email sales@hilltostreet.com

Nothing in this policy affects your statutory rights under the Consumer Protection Act 1999 (Malaysia) or the consumer law of your own country.

Last updated: September 13, 2026