Returns and Exchanges
Cooling Off Period
When you order from us online, you are entitled to a cooling off period when you can return your goods without any penalty. Our cooling off period is 30 days, which includes any statutory cooling off period.
This period starts the day the contract is agreed (i.e. you receive an email from us saying we have despatched your order) and ends 30 days after the day following delivery of the goods.
Certain items are excluded from the cooling off period guarantee, unless we are at fault. These are personalised or engraved items.
How to Return an Item
You can return items to us by post - the card you used to pay will be refunded within 28 days after successful inspection of the item.
What you need to do:
- Contact Customer Services on 0800 068 1518 or via the Contact Us page to let us know you're thinking of returning an item, stating the item inventory number (SKU). If you wish to have your item exchanged, please state the exchange item's inventory number.
- Place the items into their original presentation boxes and make sure the parcel is sealed securely. You should also place a copy of the despatch note you received with your order into the parcel. Please note that pierced jewellery must be returned in its original sealed packaging.
- For refunds: once we have assessed the items, the money will be put back on to the credit/debit card that was used to place the order online.
- For exchanges: once the original item is successfully inspected by us for faults, we will despatch the exchange item.
This returns policy does not affect your statutory rights.
Faulty Items
The procedures, set out here, to cancel an order or return an item do not affect your right to reject faulty goods. Further information can be found at www.consumerdirect.gov.uk. If you do receive a faulty item, please follow one of the procedures outlined above.
