RETURN AND REFUND POLICY
We are sure that you will be really pleased with your purchase, but if for some reason you are unhappy with your item(s), then please do contact us.
We offer an easy to follow returns policy. Here are some FAQs about what to do when returning an item. If you do not find the answer to your question, then please let us know and we'll make sure our list is updated.
Can I return my order if I change my mind?
You can choose to cancel and return your order to us within 7 working days of the delivery date. These conditions also apply to sale and discounted items:
If you choose to cancel your order, you will be responsible for returning the goods to us, at your own expense, in its original condition and packaging. The item and packaging must be without damage, unused and suitable for resale. All items will be inspected on their return to our studio.
We do not refund the cost of shipping to you on orders under £500. We do not refund the cost of shipping to us on returned items. We do not take any responsibility for any loss or damage to returned item(s) during shipping.
Can I return sale and discounted items if I change my mind?
Sale items and discounted items can be returned but cannot be refunded, unless they are faulty (see note below). However, you can exchange your item for something of the same price you paid, or put the price you paid towards the cost of a higher priced item. If you prefer, you can request a credit note or voucher to the same value that you paid, which is valid for 6 months from the date of issue.
The conditions in question 1 also apply to returning sale and discounted items.
Can I return my order if it is damaged or faulty?
If you find your order is damaged or faulty, it can be returned to us within 7 working days of the delivery date, and we will either, exchange the item, or refund the cost in full, along with the shipping charge, and the cost to return the item to us. This also applies to sale and discounted items, at the price that you paid for the item.
How do I organise a return?
All you need to do is contact us by phone or email, within 7 working days of the delivery date.
When you contact us, please provide the following information:
Your email address
Your order number
A brief description of the problem.
We will then issue you with a unique returns number.
How do I return my item(s)?
It's easy! Just package up your item(s) securely, and include a note of your name, address and returns number inside the parcel. Then, return it to us at the following address:
31 Hatton Garden
Do make sure you have included, all your items and their contents in your return parcel, as we cannot refund returns with missing items, without original packaging or products that are not resalable.
We also advise that you take out enough shipping insurance to cover the value of the contents. We do not take responsibility for any loss or damage to items or packaging during shipping to us. Royal Mail Special Delivery will insure single items up to the value of £2,500.
How long will it take to process my return?
We aim to process your return request within a week of receiving your product. Within 30 days of receipt you should receive your refund, via the same method that was used to make your purchase.
Exemptions to this returns policy?
This policy does not apply to customised, personalised, made-to-order and bespoke items that have been designed or made especially for you. As this is a more personal service we prefer to chat to you about the process and answer any questions you have. But if you would like an overview please read bespoke process and costs.