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Returns & Refunds

If a piece is not right, send it back within details to follow and we will refund it. What follows is the detail.

What you can return

Anything unworn, undamaged, and in its original packaging with all certificates and tags attached. Try a ring on over a carpet, and keep the box.

What you cannot return

  • Engraved pieces. Personalisation cannot be undone, so we cannot resell them.
  • Made to order and bespoke pieces. Made to your specification, not held in stock.
  • Earrings for pierced ears. Excluded on hygiene grounds, unless faulty.
  • Resized rings. Once altered to your measurement a ring cannot go back into stock.

None of this affects your statutory rights if an item is faulty, misdescribed, or not as ordered.

How to return something

  1. Email details to follow with your order number within details to follow. Do not post anything before you hear back.
  2. We send you an insured return label. Please use it. An uninsured parcel that goes missing is not covered, and ordinary postal insurance does not extend to precious goods.
  3. Pack the piece in its original box, inside an outer carton with nothing on it that identifies the contents as jewellery.
  4. Get proof of posting and keep it until the refund reaches you.

How refunds are calculated

This matters more here than at most shops, so we will be plain about it.

You are refunded what you paid. Not what the piece is worth on the day it comes back. Our prices follow the bullion market, so a necklace bought at one gold rate may be worth more or less by the time it returns. That movement is ours, not yours: the refund matches the figure on your invoice.

Refunds go back to the original payment method within details to follow of the piece arriving and passing inspection. Your bank may take a few days more to show it.

Original shipping is refunded if the item was faulty or wrongly supplied. Otherwise details to follow.

Inspection

Returned pieces are weighed, checked against the hallmark and examined under magnification before a refund is issued. This normally takes details to follow. If a piece comes back worn, altered, or with stones missing we will contact you before doing anything.

Faulty items

If something fails through a manufacturing fault, tell us and we will repair it, replace it, or refund it — your choice — and cover the postage both ways. That applies for details to follow. Ordinary wear, accidental damage and loss are not manufacturing faults.

Exchanges

Return the original for a refund and place a new order. Because prices move with the market, the new piece is charged at the rate on the day you reorder, which may differ from the day you first bought.

International returns

Mark the parcel clearly as returned goods and include a copy of the original invoice, or it may attract import duty on the way back to us. Duties you paid on the original import are reclaimed from your own customs authority, not from us — we can supply paperwork to help.

Questions

details to follow or details to follow. If you are unsure whether something can go back, ask before you post it.