Returns and Exchanges
The policy lasts 14 days. If 14 days have gone by since your purchase, unfortunately I can’t offer you a refund or exchange.
To be eligible for a return or exchange, your item must be unused and in the same condition that you received it. It must also be in the original packaging. Returned items will be inspected when received.
For hygiene reasons, I do not offer refunds on earrings, unless faulty.
Jewellery handmade to specific requirements or those personalised are bespoke one-off pieces and I am unable to offer refunds, unless faulty.
If you should receive a faulty or damaged item, please notify me within 7 days.
To arrange a return, please email firstname.lastname@example.org or send a message via the 'contact us' page, quoting your name, order number, details of the product and the reason for return. You will then be advised on how to proceed with the return and the return address.
The item is your responsibility until it reaches Lucy Symons Jewellery. For your own protection, it's recommend that you send the parcel using a delivery service that insures you for the value of the goods. Lucy Symons Jewellery cannot be held responsible for returns that are lost or damaged in transit.
If you are returning an item for an exchange, the cost of returning the item is your responsibility. The cost of return postage will be charged at £7.49 and will need to be paid before the replacement item is sent.
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 you, the buyer, at your own cost.
** Please note, as a result of the current pandemic, returning items will enter a 72 hour period of quarantine on arrival, before being processed. **
Once your return is received and inspected, you will be notified that it has been received and I will confirm the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
** Please note, as a result of the current pandemic, returning items will enter a 72 hour period of quarantine on arrival and before being processed. Therefore, there will be a short delay in notification of refunds. **
Late or missing refunds
If you haven’t received a refund yet, it may be because there is some processing time before a refund is posted. First check your bank account again, or contact your credit card company. It can take some time before your refund is officially posted, so check again in a couple of days.
If you’ve done all of this and you still have not received your refund yet, please contact me at email@example.com for further advice.
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
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, a refund will be sent to the gift giver and they will find out about your return.