Returns Policy

Returns Policy:

Cancellation of Contract:

We abide by EU Directive 2011/83/EU and Distance Selling Directive 97/7/EC – both of which offer Customer protection when buying online.

You, the customer have the right to cancel your contract (the contract of sale is entered into when purchasing and paying for items from our online shop) within 14 days of receipt of the goods. To cancel the contract you need to return the goods within 14 days of receipt. If you are unable to return the goods to us before the 14 day period has expired you need to notify us of your intention to cancel, always within the 14 day period. To do so, simply email  – noting that we must receive your notification within the 14 day period.

You must return the goods to us in their original condition within 14 days of the date on which you informed us that you wished to cancel (or, if you have not told us that you wish to cancel, within 14 days of receipt of the goods). The goods must be in their original condition and packaging and must not have been worn or excessively handled.  Please note that for Health and Safety reasons earrings are non-returnable. Any special order items are also non-returnable as provided for in the EU Directive.

We will then refund your purchase within 14 days of receiving the returned goods. Any items returned to us must be in their original condition – if they’re not, we may be unable to accept them. We may make a deduction from the refund for loss in value of any goods supplied, if the loss is the result of unnecessary handling by you.

Cancellation of Contract does not have to have a reason, you are able to simply change your mind – if you notify us of a cancellation of contract prior to us dispatching your order, then we will issue you with a full refund.  If however the goods have already been shipped to you, we will refund you for the goods after they have been returned to us in good order – however we will not refund the shipping costs and you will have to cover the cost of the return. You’ll need to pay the return postage and for safety, we would recommend you use a recorded delivery service and keep the proof of postage. If we have to pay additional postage charges on your package, we may deduct the amount of such charges from any refund we send to you. Your parcel is your responsibility until it reaches us.  We cannot accept liability for goods that get lost or damaged in transit back to us.

Other Returns:

When deciding to return any item, please use the form on the back of your delivery docket which has all our address details as well as a list of reasons for return.  We ask that you let us know the reason for the return so that we can improve our services.

Return Codes:

  1. You sent me the wrong item
  2. What you sent me was faulty
  3. My order didn’t arrive by the stated date
  4. The item doesn’t look like the picture I saw online
  5. I’m disappointed with the quality
  6. I’ve changed my mind
  7. Other – please specify

 

Write the corresponding number into the ‘Return Code’ column against the relevant item on the delivery note that came with your order.

In the event of the reason for the return being a fault or problem at our end, we will refund your original shipping cost and then make a decision on what is to be done for the return – please see the information under problems with order.  Please also note that we offer a sizing service for bracelet and necklace lengths which is free of charge so that we can ensure the item will fit when you receive it.

Then within 14 days after the date on which you told us that you wished to cancel your purchase (or, if you have not told us that you wish to cancel, within 14 days of the date of receipt of the goods) send the goods you wish to return along with the delivery note to the address on the Returns form.

For convenience, you can use the returns label on the other side of your delivery note.

If you need some help or have any questions please contact us, we are more than happy to help.

As long as any goods you send back to us are in their original condition, we will refund your purchase within 14 days of receiving your package. If you are a customer in the EU, we will also refund the cost of standard delivery.

Problems with your order

We have a legal duty to ensure that we deliver products that conform with your contract. We hope it will never happen, but if we do make a mistake with your order or if you have any issues with the goods themselves, the first thing to do is contact us via the channels described under Contact us tab.

Once you’ve explained the fault or problem and given us your Order details, we’ll then take steps to rectify the issue to your satisfaction, we pride ourselves in offering quality service and products so we will not leave you stranded.

Arrived damaged:

We take great care in our packaging, however in the event an item has been damaged in transit we will refund you in full (including your original delivery charge) on return of the item (we will pay for the return postage as well) as it may not always be possible to replace the item as everything we make is a one off and it may not be possible to produce another piece exactly the same.

we will ask you to please photograph the item and packaging, email us with the order details and depending on the type of item we will then decide whether we ask you to return the item (in which case we will pay for the return postage) or we may ask you to dispose of it and give you a full refund including the original postage.

This does not affect your legal rights.

Important Note:

Any items returned to us must be in their original condition – if they’re not, we may be unable to accept them. We may make a deduction from the refund for loss in value of any goods supplied, if the loss is the result of unnecessary handling by you.

Jewellery: Avoid contact with perfume, deodorant, hairspray or water.  Avoid scratches by storing in a non-abrasive box or pouch. Handle with care and do not apply unnecessary force.

Non-Returnable Products: For hygiene, safety and security reasons earrings  cannot be returned. Please also note that goods that have been made to your specifications or personalised cannot be returned.

As long as the goods you send back to us in accordance with our returns policy are in their original condition, we will refund your purchase within 14 days of receiving the returned goods. If you are a customer in the EU, we will also refund the cost of standard delivery.

This does not affect your legal rights.

Legal Rights

Under the applicable EU legislation (including, but not limited to, Directive 2011/83/EU, as implemented in the national laws of EU Member States), you have 14 days (from the date on which you receive your order) to let us know that you wish to cancel your purchase. In this case, we will provide a full refund of the goods including any relevant shipping charges in accordance with this Returns Policy.

 


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