Returns/Exchanges

  • Cooling off period 
  • How to return an item 
  • Cancelling an order before despatch
  • Faulty items
  • Returning a gift

 

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 that 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 hand made items or engraved items.

How to return an item

There are two ways to return your items.

1)  Return to our Metrocentre store for immediate refund

What you need to do:

  • Place the items in their original presentation boxes. Please note that pierced jewellery must be returned in its original sealed packaging.
  • Take the items and despatch note you received with your order to our Metrocentre store.
  • If they are in their original condition we will process the refund or exchange for you.
  • If you want a refund, make sure you bring the credit/debit card that you used to place the order online.
  • If the items were a gift to you then you will be reimbursed with gift vouchers

 

2)  Return by post

You can return items to us free of charge (excluding return postage) – the card you used to pay will be refunded within 28 days.

What you need to do:

  • 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.
  • If the items were a gift to you, the easiest way to get a refund is to take them to our store where  you will be reimbursed with a gift voucher.
  • For exchanges: you will need to go to our store. We cannot process exchanges by post.

This returns policy does not affect your statutory rights.

Cancelling an order before despatch

If you change your mind after placing an order, you can cancel it at any time before we despatch it. Please see the Contact us page for our telephone number. You will need to give us your name and address details, as well as your order number to cancel your order.

If you cancel part of an order the postage and packaging charge is recalculated on the price of the goods you keep.

Hand Made jewellery orders

When you order hand made jewellery from our website, we will create or customise a specific and potentially unique piece of jewellery designed around your own specific requirements.

You may change your mind and notify us that you wish to cancel your order for hand made jewellery at any time before you receive our email that confirms acceptance of your order for hand made jewellery.

Once  you have received our order acceptance email, a binding agreement will be formed and you will no longer have the ability to cancel your order.

If your item is faulty or does not match the specifications contained in your order, you should:

1.  Contact us.

2.  Place the item into its original presentation box and make sure that the parcel is sealed securely.  You should also place a copy of your despatch note into the parcel.

3.  If the item is in its original condition, we will refund the goods.

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.  These are hand made jewellery  or engraved items.

Returning a gift

Cash refunds for gifts can only be made to the payment card used to purchase the goods. So if you buy a gift online, the recipient will not be able to get a cash refund if they want to return the goods. If a recipient does want to return gifts, we will exchange them for gift vouchers of the value of the gift at our store within the cooling off period.