Refund policy
We want you to love your piece. Natural jade is personal, and choosing the right one can take a moment, so if something isn't quite right when it arrives, we're glad to help you put it right.
If you'd like to return an item, just let us know within 7 days of receiving your order in the US, or within 14 days in the UK. To return something, we ask that it comes back to us:
- In the same condition it reached you
- With the original tag still attached
- In its original packaging
- With your proof of purchase
Holding onto the tag and packaging until you're sure helps us process your return smoothly.
How to Start a Return
Email us at info@steppeandco.com with your order number and a quick note on why you're returning the piece. We'll reply with approval and let you know where to send it. Please wait to hear from us before posting anything back, so we can be sure it reaches the right place.
Return Shipping
Unless a piece arrived faulty, damaged, or incorrect, return postage is covered by you. We'd recommend a tracked and insured service, as we're unable to take responsibility for anything lost or damaged on its way back to us.
Refunds
Once your return reaches us and we've checked it over, we'll let you know your refund is on its way. Approved refunds go back to your original payment method, and depending on your bank or provider, it can take a few working days to appear.
Original shipping costs aren't refundable unless the piece arrived faulty, damaged, or incorrect.
Damaged or Incorrect Items
Please give your order a look when it arrives. If anything is damaged, faulty, or not what you ordered, get in touch as soon as you can with your order number and a few clear photos, and we'll make it right.
Exchanges
Every piece we make is one of a kind, so a like-for-like exchange isn't always possible. If you'd prefer something different, tell us what you have in mind and we'll let you know what we can do.
Worn or Altered Items
We're not able to accept returns on pieces that have been worn, altered, or damaged after delivery, or that come back without their original tag. We hope this is the rare exception rather than the rule.
Questions
If anything here is unclear, or you're not sure whether your return qualifies, please email us at info@steppeandco.com. We're always happy to help.