Refund and Returns Policy

Overview:

If I do not hear from you, I will assume you are pleased with your crystal jewellery piece.

Every piece of our gemstone jewellery is inspected for faults before leaving our studio in Eastwood, SS9 5TP, Essex, which should reach you in perfect condition. Your jewellery piece becomes faulty within 14 days of receiving it. I cannot give refunds if you receive your crystal jewellery damaged in the post, but I will offer one free repair.

Contact me by text or a call at 07772 826772 or email at jacqui.alves59@outlook.com to tell me about the issue.

Commissioned bespoke orders for Earrings are not eligible for a refund due to health and safety reasons. I will repair them if there is a fault within six months.

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 for a return. Your jewellery item must be unused and in the same condition that you received it. It must also have the original packaging.

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

For a Jewellery piece that you have worn, damaged or broken. I will allow one free repair within six months of it being received. You must pay for the return postage and the extra materials to repair it.
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 and handmade for you.
The size you provide me must be 100% correct from the start. If you give me the wrong sizes for your beaded crystal Jewellery, an adjustment can be made with a charge for extra materials, work and postage. I will have to charge for the extra work it may take for any adjustment to your Bespoke silver jewellery piece for any materials used and the postage.
Commissioned handmade Jewellery orders are a consented contract between us and are not refundable.
Deposits for Commission Bespoke orders are non-refundable but are deducted from your final payment invoice.
Gift Cards/Vouchers are non-refundable and are valid for one year from the date of purchase.

♥ Faulty Items:

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

I cannot accept returns that have not had a previous arrangement with me before returning.

Before returning your jewellery piece. Please contact me by email with your name and address, email and phone number, a copy of the jewellery invoice and the reason for your return.

All returned items must have a copy of the original receipt or proof of purchase.
Items not in their original condition that are damaged with missing parts for reasons not due to our error cannot have a refund.

You can request a return form, and I will send it to your email as a PDF to put it with the item you want to return. You must write your reason for returning it, sign, and date it, put your returns form with the faulty jewellery item, along with a copy of an original invoice, and send it back in a protected padded envelope to the address on the returns form.

Please return it by Royal Mail Recorded Delivery with the postal insurance cover 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 has been returned and was lost in the post cannot receive a refund.

I suggest – before you return your item by Royal Mail Recorded delivery, pay- for the extra Insurance cover, which will cover you for the lost post, you can then claim compensation for items lost in transit.

♥ Refunds:

When I have received your return and inspected it, an email will be sent 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.alves59@outlook.com, and I will ask my bank to enquire about this.

♥ 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 an email to jacqui.alves59@outlook.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. This does not apply to Gift Cards!

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 cannot guarantee that we will receive your returned item.

Handmade Crystal Holistic Healing Jewellery by Jacqui Alves