Returns Policy

We verify and check each item before posting it out so that we can be sure nothing is ever sent damaged or defected. We take every care to ensure you are delighted with your purchase, but you do have the option to return it within 14 days of receipt (valid only on online and non-personalised purchases) for an exchange or full refund if you decide something is not right for you.

We regret that we cannot offer refunds or exchanges on goods that have been made to your specification, or personalised, unless they are faulty.

A refund will only be authorised once we have completed a rigorous examination and verified that the returned item of jewellery is the same piece and in the same condition as the one sent to you. If it is not, the item will be returned to you.

The above conditions do not affect your statutory rights as a consumer.

Unwanted products may be returned for a refund or exchange if they are returned unused and in their original condition.

Returns must be made within 14 days with proof of purchase and are subject to exclusions and restrictions.

Refunds will be provided against the original form of tender.

For information on your cancellation rights under the Rights of Cancellation (Consumer Contracts Regulations 2013), please see the Rights Of Cancellation section below.

If you believe your products are faulty, please contact us immediately on 01227 788 200 or email us at info@jewellery-maker.co.uk

Non-returnable products

The following products cannot be returned (whether bought online, by phone or in-store):

• Products that are personalised, bespoke, altered or otherwise made to your specification.
• Any other products designated as non-refundable at the time of purchase.

Making a return

All returns must be made in person or by post to our shop 53 Palace Street, The King’s Mile, Canterbury, Kent, CT1 2DY.

Returned items can only be accepted in the same condition in which they were received. All original paperwork and documents must be returned including all receipts, valuation documents and certificates.

If you are returning the item by post:

• Take the parcel to a post office for dispatch using Royal Mail’s Special Delivery service specifying “maximum insurance” up to £10,000. Over this amount, please use a courier or send via Royal Mail with your own insurance company’s cover for two days. Postage and Packing costs, in respect of items that upon our inspection we deem to be faulty, will be refunded. Receipts must be provided.
• Please be aware that, on international deliveries, we cannot refund the initial delivery/insurance surcharge or import duty, nor can we refund any delivery charges. We strongly recommend that you use recorded delivery or another secure method of delivery for this as we cannot be held responsible for non-delivery of returned goods.

As we do not store card details on our database, once we have received your return, we will contact you by telephone asking for your card details in order to process your refund, this will be via the original payment method. It may take 5–7 working days before your transaction appears on your statement.

Rights of Cancellation (Consumer Contracts Regulations 2013)

You are entitled to cancel your Online Order within 14 days after the day on which you receive your order (this right does not apply to In-Store Purchases). Please note that your right to cancel does not apply to products listed in Non-Returnable Products above.

To exercise this right for Online Orders, please contact us (by phone, or via post or email). Please ensure that you provide a clear statement that you wish to cancel together with your order number, your contact details and details of the products you wish to cancel. Please refer to Delivery & Returns for details on how to return your order.

Prior to returning your items to us, you are obliged to keep and take reasonable care of them.

If an order has already been dispatched for delivery, please wait until you have received your order before exercising your cancellation rights.