Refund & Exchange Policy
I have a 14-day return policy for all items, which means you have 14 days after receiving your item to request a return. You will then have a further 14 days to return your order, otherwise you will not be entitled to a refund.
Please note, the Pegasus Service is non-refundable. I will be in touch as soon as possible to communicate any delays that I foresee will affect this service and discuss options with you at that point.
To be eligible for a return, your item must be in the same condition that you received it, unworn and unused, and in its original packaging. Earrings must be unworn and in their original, sealed, hygiene packaging. You’ll also need the receipt or proof of purchase which may include a bank statement (irrelevant personal information can be redacted).
Returns where the item is faulty are free and you will be refunded the delivery fee once the item is received. Any other type of return will be at the customers expense. The item must be sent back via Royal Mail Special Delivery Guaranteed by 1pm in order to ensure it is insured if lost. The item remains the customer’s responsibility until it is confirmed as delivered. Where a reasonable alternative to a return for a faulty item has been offered and rejected, the customer will not qualify for a free return.
To start a return, please email returns@erinnajewellery.co.uk. You will be sent instructions on how and where to send your package. Please do not send items back without first emailing, the customer takes full responsibility of any lost items if they have sent it without first agreeing, and will not be eligible for a refund. The returned item(s) must be in my possession before any refund is processed.
Damages & Issues
Please inspect your order upon delivery and contact me immediately if the item is defective, damaged or if you have received the wrong item, so that this can be resolved as soon as possible.
I will always try to work with you to resolve an issue in the first instance. If a reasonable resolution as an alternative to a refund has been offered and refused, the return postage will be at the customers expense. Where it is found that damage has been caused to an item whilst in the possession of the customer, then they may not be entitled to a refund, or only a partial refund will be provided.
Refunds will not be given where you purchased the product knowing it was faulty or if you, or another individual has damaged the item whilst attempting to repair it. You may still be entitled to a repair, replacement or partial refund dependent on the circumstances.
Exceptions / non-returnable items
Certain types of items cannot be returned which includes custom products (such as bespoke orders or personalised items) and items not suitable for return due to health protection or hygiene reasons and are unsealed after delivery (such as earrings where their hygiene seal has been broken) except where they are faulty. Please get in touch if you have questions or concerns about your specific item.
Gift cards may only be returned by the original purchaser. Items bought in person may only be returned where they are faulty and meet the criteria previously outlined. Refunds for items bought at craft fairs or in person events will only be provided where the item is faulty.
The Pegasus Service is non-refundable. I will be in touch as soon as possible to communicate any delays that I foresee will affect this service and discuss options with you at that point.
Exchanges
Please email customercare@erinnajewellery.co.uk to discuss an exchange.
The item must be sent back via Royal Mail Special Delivery Guaranteed by 1pm for UK orders, or Royal Mail International Tracked and Signed for International orders, to ensure it is insured if lost. All delivery costs will be reimbursed if the item is faulty, otherwise all delivery costs will be at the customers expense. Items can only be exchanged for a product of equal value. The piece remains the customer’s reponsibilitiy until it is safely recieved by Erinna Jewellery. The customer will be charged the cost of delivery for the new piece.
Exchanges where the incorrect ring size has been ordered by the customer will incur a fee which will be dependent on the circumstances, design of the ring and the amount of alteration needed. Return postage and re-delivery costs will be at the customer’s expense. The item remains the customer’s responsibility until it is confirmed as delivered by Erinna Jewellery.
Gifts that are not being exchanged via the original purchaser will not be accepted. Gift cards cannot be exchanged for money. The returned item must be in our possession before any exchange is processed.
Refund Processing
I will notify you once I’ve received and inspected your return, and let you know if the refund is approved or not. If approved, you’ll be automatically refunded via your original payment method within 10 business days. Please remember it can take some time for your bank or credit card/payment company to process the refund too. If more than 30 business days have passed since I’ve approved your return, please email returns@erinnajewellery.co.uk.
I have the right to amend these policies at any time.
