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All items are made to order and once ready you will be notified when the parcel has been dispatched using the Royal Mail Special Delivery Service. Occasionally we will also use their Signed-For Service.
RETURNS
All our items come with a 30 day full refund policy. Our products are guaranteed against manufacturing faults, but not misuse or accidental damage.
We will not be held responsible for any damage or loss whilst items are being returned to us. You should ensure the items being returned are well packaged and we recommend that you send them by Royal Mail Special Delivery using our prepaid service.
On receipt of your returned goods we will authorise a refund or replacement. We aim to refund to your original method of payment within 48 hours, but please allow a maximum of 14 days for refunds to be processed and credited to your account.
Faulty Items
If any of our pieces develop a fault, contact us immediately with your Personal Jewellery Service order number and details of the problem. Once we've agreed the refund or replacement, we will let you know how to return the item to us and, on receipt, we will arrange to replace or fully refund your order whichever you prefer. This covers any item of jewellery acknowledged by us to be faulty, providing such faults have not been caused by misuse, accident, negligent handling or improper care of the goods - your product will need to be inspected before reimbursement.
Damaged Items
Inspect any package thoroughly before accepting/signing for it. In the highly unlikely event that your order is damaged in transit, please keep the original packaging and contact us as soon as reasonably possible with your Personal Jewellery Service order number and details of the issue. It is your responsibility to notify us of any damaged goods within three days of delivery. We will confirm how to return the item to us and, on receipt, arrange to replace or fully refund your order whichever you prefer. Your product will need to be inspected before reimbursement.
Unwanted Items
If you are not satisfied with an item that you have purchased, you may return the item within 30 days of delivery, a pre-paid envelope will be provided when requested.
The item/s must be returned in new and unused condition, in the original boxes and with all paperwork (this includes valuations where applicable), "New and unused" means that there are no scratches, marks, or blemishes on the item; there are no signs of wear on the product, the tags, or the case; and the product must not have been sized or altered in any way. We cannot accept a return of any item with any indication that it has been used or marked. No refund or exchange will be given for the reason of change of choice after this 30 day full satisfaction period.
This does not affect your statutory rights. Your rights to return goods are protected under the European Union Distance Selling Directive which can be found at the following web address: http://www.hmso.gov.uk/si/si2000/20002334.htm
