Home/Shipping & Returns

Delivery & Policies

Clear policies, made simple

Every STEPOY ring is handmade to order in 14ct (14K) solid gold. Here you will find our delivery times, returns policy, sizing support and one-year craftsmanship warranty.

At a glance

Handmade to order: allow 3–5 working days for crafting before dispatch.
Free tracked UK delivery: estimated 5–8 working days from order to delivery.
August Free Shipping Month: free tracked international shipping, with duties and taxes covered outside the UK, until 31 August 2026.
Free sizing guidance: contact us before ordering if you are unsure about gauge or diameter.
One-year craftsmanship warranty: covers confirmed manufacturing defects during normal wear.

Shipping & delivery

Each ring is made to the gauge, diameter and gold colour selected at checkout. Delivery therefore has two stages: crafting and shipping. Working-day estimates exclude weekends and public holidays.

Free tracked delivery

United Kingdom

Crafting: 3–5 working days
Shipping after dispatch: 5–8 working days
Estimated total: 5–8 working days
Tracking emailed after dispatch

August Free Shipping Month

International

Crafting: 3–5 working days
Shipping after dispatch: usually 5–14 working days
Tracking emailed after dispatch
Free shipping and duties & taxes covered outside the UK until 31 August 2026

Please allow for occasional delays

Delivery dates are estimates, not guarantees. Customs checks, severe weather, local holidays or carrier disruption can occasionally add time. If tracking has not moved for an unusual length of time, please contact us and we will investigate.

Duties, taxes & pricing

Until 31 August 2026, international shipping is free and duties and taxes are covered by STEPOY for orders outside the UK. You should not be asked to pay an additional import charge when your order is delivered.

We currently deliver only to destinations available in the website country/region selector.

Returns & exchanges

Every ring is handmade to the specifications selected at checkout. Piercing jewellery is also a hygiene-sensitive product. Please check the product, gauge, diameter and gold colour carefully before ordering.

Situation	Our policy
Faulty, damaged or incorrect item	Contact us promptly. Once the issue is confirmed, we will provide an appropriate remedy at no cost to you.
Wrong size selected by the customer	Not eligible for a free replacement or refund. We will still help you identify a more suitable size.
Change of mind	Made-to-order items cannot normally be returned for a change of mind once production has begun.
Hygiene seal removed, or jewellery tried on or worn	Where an item is supplied with a hygiene seal, it cannot be returned for a change of mind after that seal has been removed. Tried-on or worn piercing jewellery cannot be returned for hygiene reasons unless it is faulty, not as described or incorrect.

Before ordering

If you are unsure about sizing, email us or use our size guide. Photo-based guidance is an estimate because fit also depends on anatomy, piercing angle and placement.

This policy does not affect your statutory rights. If an item is faulty, not as described or incorrect, please contact us so we can put it right.

One-year craftsmanship warranty

Our complimentary craftsmanship warranty covers confirmed manufacturing defects reported within one year of delivery. Depending on the issue, we may repair, remake or replace the item.

Covered

Manufacturing issues

A seam or structural point failing during normal wear
A confirmed workmanship fault
An incorrect product, gauge, diameter or gold colour sent by us
Damage confirmed to have occurred in transit

Not covered

Wear, handling & loss

Damage from repeated bending, twisting or incorrect opening and closing
Accidental damage, misuse or third-party alteration
Normal scratches, surface wear or natural loss of polish
Loss, theft or a customer sizing error

The warranty is in addition to your statutory rights. We may ask for clear photos, video, packaging information or return of the item before confirming a repair, replacement or refund.

Damaged, faulty or incorrect orders

Please inspect your order when it arrives. For visible transit damage or an incorrect item, contact us within 30 days where possible so we can resolve it quickly.

Email us

Contact info@stepoy.com with your order number and a short description.

Show us the issue

Include clear photos of the item and, for transit damage, the packaging. We may request additional information or return of the item.

We review and resolve it

Once confirmed, we will explain the next step. The appropriate remedy may be a repair, remake, replacement or refund, depending on the circumstances and your legal rights.

Changes & cancellations

Contact us as soon as possible if you need to change or cancel an order. If production has not started, we can normally update the details or cancel the order and refund the original payment method. Once a made-to-order item has entered production, it cannot normally be changed or cancelled.

Frequently asked questions

How long will my UK order take?

Please allow 3–5 working days for crafting and approximately 5–8 working days for tracked shipping after dispatch. The estimated total is 5–8 working days. These are working-day estimates.

Is UK delivery free?

Yes. Tracked UK delivery is free on every order, with no minimum spend.

Will an international customer pay extra on delivery?

During August Free Shipping Month, international shipping is free and duties and taxes are covered outside the UK until 31 August 2026. You should not be asked to pay an additional import charge on delivery.

I selected the wrong size. Can I return it?

Customer sizing errors are not eligible for a free replacement or refund because each ring is made to the selected specifications. Contact us and we will help you identify a more suitable size before placing another order.

Can I return a ring after trying it on?

Where a ring is supplied with a hygiene seal, it cannot be returned for a change of mind after that seal has been removed. Tried-on or worn piercing jewellery cannot be returned for hygiene reasons. This does not affect your rights if the item is faulty, not as described or incorrect.

What does the one-year warranty cover?

It covers confirmed manufacturing defects during normal wear. It does not cover loss, normal surface wear, customer sizing errors, accidental damage, repeated bending, twisting, incorrect handling or third-party alteration.

Do I need to return a faulty ring?

We review each case individually and may ask for photos, video, packaging information or return of the item before confirming the appropriate remedy.

My tracking has not updated. What should I do?

Tracking can take 24–48 hours to update after dispatch. If it has not moved for an unusual length of time, email us with your order number and we will investigate with the carrier.