We hope that you enjoy your jewellery as much as we love making them. But, if you are not, we are happy to exchange it for you or provide a credit note.
We don't offer refunds as each piece of jewellery is handmade. For hygiene reasons, we are not able to accept returns on earrings unless they are faulty. Please contact us within 7 days of receipt to arrange the exchange or receive a credit note to the value of the returned items plus refund of postage costs incurred by you for the return. All items must be sent back in their original, unworn condition. We will then arrange the exchange.
To arrange an exchange, or if the item you received is faulty or not what you originally ordered, please email firstname.lastname@example.org quoting your name and address, details of the product, the reason for return and whether We will then advise on how to proceed with the return. The item is your responsibility until it reaches us. For your own protection, we recommend that you return the item or items via Special Delivery and insure them at the appropriate value. We cannot be held responsible for returns that are lost in transit. If you are returning an item to us for a refund or an exchange, the cost of returning the item to us is your responsibility. Your original postage costs will not be refunded unless the item you received was sent in error or is faulty (providing we are notified of faults within 7 days of receipt). All products to be returned must be carefully repackaged in their original packing and be in an unworn condition. We will not exchange goods that have been worn, do not have their original packaging or show obvious signs of abuse. In this instance, the goods will be returned to the buyer. In the interests of fraud prevention, your refund will be issued by the same method that you paid within 28 days of receipt of the return. Late and Lost Deliveries If your delivery has been delayed, then please contact us and we will provide you with the tracking number to enable you to chase it up with the Royal Mail. We cannot refund or replace lost items until 20 working days after the date of despatch (30 days for international items) - this is when the Royal Mail classes items as being lost. International delivery - When items are sent to another country, your parcel is often handled by more than one postal service. Unfortunately that means delivery problems are more likely. When we send a parcel abroad, the actual delivery of the item will be the responsibility of the postal service in the country the items are going to. Delays can often be caused by customs checks, which can sometimes take up to 1-2 weeks. Items not received but tracked as being delivered This frequently happens when items are delivered to places of work. In some cases, your item might have been delivered to a post room or colleague within your company and someone else will have signed for it. In these cases for a small charge, you can request a proof of delivery certificate from the Royal Mail (www.royalmail.com) by filling in a signature request form. Please note that we do not refund or replace items that are tracked as being delivered. For this reason, we always recommend that you get items delivered to your home address. SBL London Limited cannot be held responsible for goods that are lost or delayed in transit.