RETURNS & REFUND POLICY

We hope that you are delighted with your purchase. However, we understand that there may be occasions when you wish to return an item.

14-Day Returns

For eligible items purchased online, you have 14 days from the date you receive your order to notify us that you wish to cancel and return your purchase.

Once you have notified us of your decision to return an eligible item, it must be sent back to us promptly and within the applicable statutory return period.

To qualify for a change-of-mind return, items should be returned in the condition in which they were received, with all original packaging, tags and security seals intact where applicable.

You will also need to provide your order details or other proof of purchase.

To request a return, please contact us at:

Email: info@stanleyjamesjewellery.co.uk

Return Address:
159 Kentish Town Road, Camden, London NW1 8PD.

Please contact us before sending your return so that we can provide the appropriate return instructions.

Return Postage

Unless your item is faulty, damaged, incorrect or not as described, you are responsible for the cost of returning your order.

We strongly recommend using a tracked and insured postal service appropriate to the value of the jewellery being returned. For higher-value items, we recommend using Royal Mail Special Delivery or an equivalent insured service.

Please retain your proof of postage until your return has been processed.

Where an item is faulty, damaged, incorrect or not as described, please contact us before returning it so that we can advise you on the appropriate return arrangements.

IMPORTANT – Security / VOID Hygiene Seals

For hygiene, security and customer protection, certain jewellery items may be supplied with a VOID/security hygiene seal or sticker.

Please inspect your jewellery carefully before removing, breaking or tampering with this seal.

Where an item is supplied sealed for genuine health protection or hygiene reasons and is not suitable for return once unsealed, removing, breaking or tampering with the VOID/security hygiene seal will mean that we are unable to accept the item for a change-of-mind return where the statutory hygiene exception applies.

This is particularly relevant to earrings and other pierced jewellery, which are supplied with hygiene considerations in mind.

The seal is there to provide reassurance that qualifying hygiene-sensitive jewellery has not previously been worn or used.

Removal of a security or hygiene seal does not affect your statutory rights if an item is faulty, damaged, incorrect or not as described.

Pierced Jewellery & Earrings

For health and hygiene reasons, earrings and other pierced jewellery that are supplied sealed for hygiene protection cannot be returned for a change of mind once the relevant hygiene/security seal has been removed or broken, where the statutory hygiene exception applies.

Please therefore check the style, size, colour and other visible details of your jewellery before removing the hygiene/security seal.

If your pierced jewellery arrives faulty, damaged, incorrect or not as described, please contact us as soon as possible. Your statutory rights are not affected.

Personalised, Bespoke & Specially Altered Jewellery

Items made to your specifications or clearly personalised are generally excluded from the statutory change-of-mind cancellation right.

This may include jewellery that has been specifically engraved, personalised, specially made or altered to your individual requirements.

This exclusion does not affect your statutory rights where an item is faulty, damaged or not as described.

Damaged, Faulty or Incorrect Items

Please inspect your order as soon as possible after delivery.

If your jewellery arrives damaged, defective, incorrect or not as described, please contact us as soon as possible and provide your order details together with photographs where appropriate. This will allow us to assess the issue and arrange the appropriate resolution.

Please do not arrange for a third party to repair, resize, alter or otherwise modify an item before contacting us about a suspected fault.

Your rights in relation to faulty or misdescribed goods are protected by applicable UK consumer law, including the Consumer Rights Act 2015, and are separate from our change-of-mind returns policy.

Third-Party Alterations & Repairs

We cannot accept responsibility for damage, faults or changes caused after an item has been altered, resized, repaired, modified or worked on by a third party without our prior agreement.

Having an item altered or repaired by a third party may therefore affect your ability to return the item or claim a remedy where the issue has been caused by, or is connected with, that third-party work.

This does not exclude any statutory rights that cannot legally be excluded.

Sale & Promotional Items

Items purchased in a sale or promotion are subject to the same statutory consumer rights as full-price items.

Where a sale item otherwise qualifies for a change-of-mind return under applicable distance-selling legislation, the fact that it was discounted does not by itself remove that right.

The usual exclusions for personalised goods and qualifying unsealed hygiene-sensitive goods still apply.

Gift Cards

Gift cards are non-returnable and cannot normally be exchanged for cash, except where required by law.

Exchanges

If you would like a different item, size or style, the quickest option is usually to return the eligible item in accordance with this policy and place a new order for your preferred item.

For hygiene-sensitive jewellery, please remember that the relevant security/hygiene seal must remain intact for a change-of-mind return where the hygiene exception applies.

Refunds

Once we receive your return, it will be inspected and we will confirm the outcome of your return.

Where a refund is due, it will be made to your original payment method, unless otherwise agreed or required by law.

For cancellations made under your statutory online cancellation rights, refunds will be processed within the time limits required by applicable consumer law. Depending on the circumstances, we may wait until we have received the returned goods or you provide evidence that they have been sent back.

Your bank, card provider or payment service may require additional time to process the refund after it has been issued.

Where required by UK distance-selling law, the refund will also include the cost of the standard outbound delivery option. If you selected a more expensive or enhanced delivery service, any amount above the cost of our standard delivery service is not normally refundable.

UK Online Purchases & Your Statutory Rights

For eligible goods purchased online, UK consumers generally have the right under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 to cancel their order within 14 days of receiving the goods, without having to provide a reason.

After notifying us of cancellation, the goods must generally be returned within a further 14 days.

Certain statutory exceptions apply, including goods made to the consumer's specifications or clearly personalised, and certain goods sealed for health protection or hygiene reasons once they have been unsealed after delivery.

These cancellation rights are separate from your rights under the Consumer Rights Act 2015 where goods are faulty, not as described, not of satisfactory quality or otherwise fail to meet applicable statutory requirements.

Nothing in this Returns & Refund Policy is intended to exclude, restrict or otherwise affect your statutory consumer rights.

European Union Customers

If your order is delivered to an address within the European Union, you may also have statutory cancellation rights under the consumer laws applicable to your purchase.

Where applicable, you generally have 14 days to exercise your right of withdrawal, subject to applicable exceptions, including certain personalised goods and certain sealed goods that are not suitable for return for health protection or hygiene reasons once unsealed.

Your statutory rights in relation to faulty or non-conforming goods remain unaffected.

Questions About a Return?

If you are unsure whether your item is eligible for return, please contact us before sending it back.

Email: info@stanleyjamesjewellery.co.uk

We will be happy to assist you with your return.

Nothing in this policy affects your statutory rights.