Refund and Returns Policy


Overview

Every piece of our gemstone jewellery is inspected for faults before leaving our studio in Eastwood, SS9 5TP, Essex, which should reach you in premium condition. If your jewellery piece becomes faulty within 14 days of receiving it, contact me on 07772 826772 or email me at jacqui.alves@jewellerydreams.com or jacqui.alves@outlook.com to tell me about the issue.

Commissioned bespoke orders or Earrings are not eligible to have a refund. If I do not hear from you, I will consider that you were happy with your jewellery piece.

Our refund and returns policy is abiding for 30 days. If 30 days have expired after your purchase, we cannot offer you a refund or exchange.

Returning an item must be eligible and your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Several types of goods are exempt from being returned or have a refund.
These are:-

  • Jewellery that you have worn, damaged or broken, I will allow one free repair. You must pay for the return postage.
  • We regret that in compliance with the current UK Health and Hygiene regulations. We cannot accept the return of pierced items such as Earrings for a refund. If the Earrings have a fault, I offer a repair within 14 days of you receiving them.
  • Refunds are not possible if the wrong sizes are given for the jewellery items that have been bespoke handmade for you. The given sizes must be 100% correct from the start. If you give me the wrong sizes for your beaded Jewellery design, I can adjust that item, I will have to charge for the extra work it may take, for any materials used and the Postage.
  • All commissioned handmade Jewellery orders are an agreed contract between us and are not refundable. Deposits paid are also non-refundable.

Deposits for Commission Bespoke orders are non-refundable but deducted from your final payment.

Gift Cards/Vouchers are non-refundable and are valid for one year from the date of purchase.
All returned items must have a copy of the original receipt or proof of purchase.
Items not in original condition that are damaged or has missing parts for reasons not due to our error cannot have a refund.

Faulty Items: 

Before you return your jewellery piece, please send me an email with your name and address, email and phone number, a copy of the jewellery invoice and the reason for your return. I cannot accept returns that have not had a previous arrangement before returning.

There is a return form that you can download to place with the item you want to return, you will find the returns form on our terms and conditions page. Write your reason for returning it, sign, date it and place the returns form with the faulty jewellery item along with a copy of the invoice in a secure padded envelope.

Please return it by Royal Mail Recorded Delivery with insurance to the return address on your Invoice of Orchard Grove, SS9 5TP. We cannot accept responsibility for the item until it is received back. Whatever the problem is! I’m sure we can solve it for you. 

When you send any product back to us, it is paid for by you. 

Jewellery that you have returned that was lost in the post cannot receive a refund I suggest you return your item by Royal Mail Record delivery with Insurance which will cover you and you can claim compensation for items lost in transit. 

Jewellery that has been repaired will be returned by recorded delivery complimentary of any charges.

Refunds:-
When I have received your return and inspected it, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

When your refund is authorised, it will be to your original payment method within 3 to 5 days. Please check your bank account for payment of your refund.

Late or missing refunds: –
If you have not received the refund yet? First, check your bank account, then contact your card company, which can sometimes take time for a refund.

Next, contact your bank. There is often some processing time before a refund will show on your bank account.
If you’ve done all of this and still have not received your refund, you can contact me at jacqui.alves@outlook.com or jacqui.alves@jewellerydreams.com.

Sale items:
Only regular priced items may be refunded. Sale items cannot be refunded.

Exchanges:
We only replace items if they are defective or damaged. If you need to exchange it for the same, send us an email at jacqui.alves@outlook.com or jacqui.alves@jewellerydreams.com and return your item to the return address that came with your item.

Gifts:
If the item you bought was marked as a gift when purchased and shipped directly to you, you get a gift credit for the value of your return.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver.

Shipping Returns:
To return your product, you should mail your product to the return address on your Invoice.

You will be responsible for paying for your shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping is from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.
When returning more expensive items, please consider using a trackable shipping service or purchasing postage with insurance when returning anything to us. We can only refund you for an item once we have received it. We don’t guarantee that we will receive your returned item.

Need help?
Contact us at jacqui.alves@outlook.com or jacqui.alves@jewellerydreams.com for questions related to refunds and returns.