Returns, refunds and cancellation

In short

• 14 days to change your mind, counted from the day you (or someone you nominate) physically receive the goods.
• A further 14 days to send the goods back once you have told us you are withdrawing.
• Refunds within 14 days of us receiving the goods back, or of you proving you have sent them, whichever is earlier.
• Three exceptions: engraved pieces, pierced earrings whose sealed pack has been opened, and cleaning liquid whose seal has been broken.
• Faulty or misdescribed goods are separate. Those rights come from the Consumer Rights Act 2015 and are not limited to 14 days.

Your 14-day right to withdraw

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 you may withdraw from a distance contract without giving any reason. The period ends 14 days after the day on which you acquire physical possession of the goods. Where an order is delivered in separate consignments, the period runs from the day you receive the last item.

To exercise the right you must tell us clearly, before the period expires, that you are withdrawing. You can use the standard withdrawal form at the bottom of this page, but you do not have to — an email or a phone call saying so is equally valid. Simply sending the goods back without telling us also works, but it is slower to process, so please write to us if you can.

Send notice to support@thejewellersuk.shop, call +44 7338 821417, or write to us at the address at the foot of this page.

You may handle the goods as you would in a shop. If you handle them beyond what is necessary to establish their nature, characteristics and functioning, we may reduce your refund to reflect the loss in value. In practice: trying a ring on is fine, wearing it for a week is not, and a herringbone chain that has been creased cannot be resold.

Where the right to withdraw does not apply

Engraved and personalised pieces

Regulation 28(1)(b) excludes goods made to the consumer’s specification or clearly personalised. Our disc charm and bar charm can be engraved; once you have supplied engraving text, that item is personalised and cannot be returned under the withdrawal right. Because this removes a statutory right, we ask you to confirm it in a separate tick box on the product page and again at checkout, and the order is refused server-side if that confirmation is missing.

Pierced earrings once the seal is broken

Regulation 28(1)(e) excludes sealed goods which are not suitable for return for health protection or hygiene reasons if they become unsealed after delivery. All pierced earrings — every stud and hoop in the earring line — are supplied in a sealed pack with this stated on the pack. Unopened, they can be returned normally.

Cleaning liquid once opened

The cleaning bath supplied in the Silver Care Kit is likewise sealed, and cannot be returned once opened, for hygiene and product-safety reasons. The polishing cloth in the same kit can be returned if unused, and we will refund the kit proportionately if only the cloth comes back unopened.

What is never excluded

None of the above affects your rights if goods arrive faulty, damaged, not as described, or not of satisfactory quality. See faulty or misdescribed goods.

How to return something

1. Tell us within 14 days of delivery, by email, phone or the form below.
2. We reply with a return address and a reference. Include the reference with the goods.
3. Pack the piece in its original box or pouch where possible. Chains should be laid flat rather than coiled, and a herringbone chain must not be folded.
4. Send it back within 14 days of telling us. Use a tracked and insured service — until we receive it, the parcel is your responsibility.
5. We check the piece and issue the refund. You will get an email when it is processed.

Who pays the postage

• Changed your mind: you pay the cost of returning the goods. We do not provide a free returns label for withdrawals.
• Faulty, damaged or misdescribed: we pay. We will send a prepaid label or refund the postage you paid at cost.
• Wrong item sent: we pay, and we will send the correct item as soon as you tell us.

If you withdraw from the whole order we refund the standard delivery charge you originally paid. If you chose a more expensive delivery option than our standard one, we refund the standard amount, not the premium.

Refunds

We refund within 14 days of receiving the goods back, or of the day you supply evidence that you have sent them, whichever is earlier. Where you have withdrawn but not yet returned the goods, we may withhold the refund until one of those two things happens.

Refunds are made using the same method you used to pay, unless you expressly agree otherwise. You will not incur any fee from us as a result of the refund. How quickly the money appears on your statement after we issue it is determined by your bank or card issuer and is typically three to five working days.

Partial returns are refunded at the price actually paid for the returned item. Where a set is broken up, the remaining items are re-priced at their individual catalogue prices and the difference is deducted, because the set price is a discount on buying the pieces separately.

Cancelling before dispatch

If you tell us before an order has been dispatched, we cancel it and refund in full — including delivery — with no return needed. Orders are usually picked the next working day, so contact us as soon as you can.

An engraved item enters production quickly. Once cutting has started we cannot cancel it, because the piece cannot be sold to anyone else. We will always tell you which of those two positions your order is in when you ask.

Faulty or misdescribed goods

Under the Consumer Rights Act 2015 the goods we supply must be of satisfactory quality, fit for purpose and as described. Where they are not:

• Within 30 days of delivery you have the short-term right to reject and get a full refund.
• After 30 days and within six months you can ask for a repair or replacement; if that fails, a refund, which may be reduced to reflect use.
• Up to six years in England and Wales you may still have a claim where a fault was present at the point of sale.

Fair wear is not a fault. Silver is a soft metal: it scratches, it burnishes, and it darkens with exposure to air and skin. A creased herringbone chain, a cracked cuff that has been repeatedly opened and closed, or a thinned anklet link are consequences of use rather than manufacturing defects, and each of those risks is stated on the relevant product page before you buy.

If we cannot agree

Write to us first at support@thejewellersuk.shop. We aim to acknowledge a complaint within two working days and to resolve it within fourteen. Tell us what you bought, what went wrong and what outcome you want.

If we cannot resolve it between us, you may be able to use an alternative dispute resolution (ADR) scheme, and we will tell you in writing which scheme applies and whether we will take part. You can also get free independent advice from Citizens Advice, and where you paid by card or another payment method with its own protection scheme, you may be able to raise a claim through your provider. Nothing on this page limits your right to take a claim to court.

Contracts formed through this site are governed by the law of England and Wales, and the courts of England and Wales have jurisdiction. If you live elsewhere in the UK you keep the benefit of any mandatory consumer protections available where you live.

Standard withdrawal form

Complete and return this form only if you wish to withdraw from the contract. You do not have to use it — any clear statement will do.

Send the completed form to support@thejewellersuk.shop or to the address above. We will acknowledge receipt without delay.