Returns &amp; Refunds

Our aim is complete customer satisfaction, however, should you be unhappy with any aspect of our service or products, or change your mind, please read our terms below:

If you change your mind:

In accordance with Distance Selling Regulations you must contact us in writing within 7 working days of your receipt of the goods to request a refund if you change your mind.

A refund will be carried out by us within 30 days of agreeing the return in writing.

Please see exceptions below.

If your jewellery is faulty:

You must contact us within reasonable time scale.

In most cases a full refund, exchange or repair will be offered (depending on the time scale), this will be dealt with on a case by case basis.

If a refund is agreed:

You must return the goods to us, failure to do so is a breach of your statutory duty, and you may be charged recovery costs.

It is your statutory duty to take reasonable care of the goods, until they are returned to us.

Any goods must be returned within a reasonable time scale and must be securely wrapped, preferable in the original packaging.

A refund will be carried out by us within 30 days of agreeing the return in writing.

We also recommend returning by Royal Mail special delivery as any damages or losses incurred during return may mean we are unable to refund you.

Refund will include the original postage cost, if applicable, but the customer will pay the cost of returning the item to us, unless it is faulty.

The refund process means money can only be refunded to the source originally used to pay. For credit card sales, this will be the exact card which was used. For Paypal customers, this will be refunded into the customer's Paypal account (rather then the credit card used to pay through Paypal).

Exceptions:

We regret that for hygiene reasons earrings cannot be returned/refunded, unless faulty.

We regret that custom or bespoke goods (where jewellery is made to order to design agreed between Rachel Lucie Jewellery Designs and the customer) cannot be returned or refunded, unless faulty.

For any items judged to be damaged due to improper use or when reasonable care has not been taken by the customer, Rachel Lucie Jewellery Designs may claim against the customer for damages and breach of statutory duty. This does not affect the customer's right to a full refund.