We stand behind every ring we make
- Quality guarantee — any manufacturing defect or transit damage replaced free of charge within 30 days
- First Fit Promise — first order not quite right? We will help you adjust the size once
- Free sizing advice — not sure what size to order? Contact us before you buy and we will help
- Free tracked UK delivery on every order — no minimum spend
- 5–7 working days from order to doorstep (3–5 days crafting + 2 days shipping)
- Clear pricing — product prices and delivery costs are shown before you pay
Our guarantees
We know how much thought goes into choosing piercing jewellery — especially when it is something you will wear every day, close to your skin. We want you to feel completely confident from the moment you order to the moment you put your ring in.
Free replacement for confirmed quality issues
- Manufacturing defects — if your ring arrives with a confirmed making issue, such as rough edges, an uneven shape, or a visible fault, we will replace it free of charge. Please email us with your order number and a clear photo within 30 days of delivery.
- Damaged in transit — if your ring arrives damaged during shipping, please email us within 30 days with a clear photo of the item and packaging. Once confirmed, we will arrange a free replacement.
- Wrong item received — if we sent the wrong gauge, diameter, gold colour, or product, we will send the correct item at our expense.
We help you get it right
- Free sizing advice — message us before you order and we will suggest the most suitable gauge and diameter based on your piercing.
- Photo sizing help — send us a clear photo of your piercing and we will suggest the most suitable starting size based on what we can see.
- Piercing guides — every piercing type has a detailed sizing guide based on common fit considerations, anatomy, and everyday wear comfort.
- No pressure — take your time. We would rather you wait and order the right size than rush and wish you had asked.
You do not need to return defective or damaged items to us — we do not want you to have to deal with packaging and posting on top of a disappointing experience. Simply email us a photo and we will arrange your replacement.
First Fit Promise
Choosing the right size for a new piece of piercing jewellery can be difficult, especially when ordering from a new brand. For your first Stepoy order, we offer one complimentary size adjustment on one ring if the fit is not quite right. We will confirm the corrected size with you before making the replacement.
- Applies to one ring only on your first Stepoy order
- Covers one size adjustment within the same product, piercing type, and gold colour
- Usually applies to a diameter or gauge adjustment after sizing advice from us
- Contact us within 30 days of receiving your order
- We will confirm the corrected size with you before crafting the replacement
- Does not cover changing to a different product, piercing category, gold colour, or additional item
- Does not cover loss, accidental damage, or damage caused by incorrect opening, closing, or handling
In most cases, you will not need to return the original item for hygiene reasons.
Returns policy
We want to be completely transparent about what our policy covers and what it does not. Every Stepoy ring is handcrafted to your chosen gauge, diameter, and gold colour. Because each piece is made to your specifications, and because pierced jewellery is worn in close contact with the body, our returns policy is different from standard fashion jewellery.
What is covered
Manufacturing defects, transit damage, wrong items, and first-order size adjustments are all covered in full — see Our Guarantees and First Fit Promise above.
What is not covered
Because each ring is shaped by hand to your chosen gauge and diameter, and because pierced jewellery is worn in close contact with the body, there are some situations where we are unable to offer a return — but we will always try to help:
| Situation | Why | How we can still help |
|---|---|---|
| Change of mind | Your ring was handcrafted specifically for you — your gauge, your diameter, your piercing. It is uniquely yours. | Contact us and we will review the situation. In some cases, we may be able to offer a goodwill solution. |
| Sizing error (beyond first-order Promise) | Each ring is shaped to a precise diameter and gauge, so it is made uniquely for the person who ordered it. | We will help you find the correct size and offer a returning-customer discount on your next ring. |
| Hygiene | Pierced jewellery is worn through a piercing and in close contact with the body. For hygiene reasons, any item that has been opened, tried on, or worn cannot be returned unless it is faulty. | If you have any concerns about the product itself, get in touch — we will always listen. |
This policy does not affect your statutory rights. If your item is faulty, not as described, or incorrect, please contact us and we will put it right.
How to report a problem
If your ring arrives damaged, faulty, or is not what you ordered:
Email us within 30 days
Contact us at info@stepoy.com with your order number and a brief description of the issue.
Include a photo
Attach a clear photo showing the defect or damage. This helps us assess the issue quickly and get your replacement underway.
We resolve it
We typically respond within 24 hours. For confirmed quality issues, we will arrange a replacement as quickly as possible.
How delivery works
Because every ring is handmade to your chosen specifications, there are two stages to delivery: crafting time (when we make your ring) and shipping time (when it travels to you). Product prices and delivery costs are shown clearly before you pay, so you can review the full order total at checkout.
United Kingdom
- Free tracked delivery on every order
- 3–5 working days crafting + 2 working days delivery
- Total: approximately 5–7 working days
- Tracking number emailed on dispatch
International
- Shipping cost calculated at checkout
- 3–5 working days crafting + 5–14 days delivery
- Tracked where available
- Customs duties may apply (buyer’s responsibility)
- Shipping cost shown before you pay
Order to doorstep: step by step
| Stage | Timeframe | What happens |
|---|---|---|
| Order placed | Day 0 | You receive an order confirmation email immediately. |
| Crafting | 3–5 working days | Your ring is hand-shaped from 14K gold wire to your chosen gauge and diameter. |
| Quality check | Before dispatch | Every ring is inspected for shape, smoothness, seam alignment, and finish. |
| Dispatched | After quality check | You receive a dispatch email with your tracking number. |
| Delivered | Depends on destination | Delivery times vary by shipping country and service. |
These are working-day estimates. Orders placed at weekends or on bank holidays begin processing on the next working day.
UK shipping
All UK orders ship free of charge with tracked delivery. Every parcel is tracked, so you will know when to expect your delivery.
Once dispatched, you will receive an email with your tracking number.
International shipping
We ship worldwide. International shipping costs are calculated based on your destination and displayed at checkout before you pay.
| Destination | Estimated delivery | Tracking |
|---|---|---|
| Europe | 5–10 working days | Yes |
| USA & Canada | 7–14 working days | Yes |
| Australia & New Zealand | 10–14 working days | Yes |
| Rest of world | 10–21 working days | Where available |
All delivery times above are in addition to the 3–5 working day crafting time.
Order cancellations
Because we begin crafting your ring shortly after your order is placed, cancellations are only possible if the request is made within a few hours of ordering — before production has started.
To request a cancellation, email us as soon as possible with your order number. If your ring has not entered production yet, we will cancel the order and issue a full refund. If crafting has already begun, we are unable to cancel.