We want you to be over the moon with your purchase, but understand that from time to time you may wish to return or exchange a product. If you're not happy for any reason please contact email@example.com to let us know and request a Returns Form.
This policy does not affect your statutory rights in accordance with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the Consumer Rights Act 2015.
You will be entitled to return a product to us and receive a refund where:
(a) we receive a Return Request within 14 calendar days from the date you receive your order, and we receive the returned product within 14 calendar days of receiving this Return Request;
(b) the returned product is unused with tags, in its original packaging and otherwise in a condition enabling us to sell the product as new. In the case of earrings for pierced ears, the LOX Hygiene Seal is still attached on return;
(c) none of the exclusions set out below in the section 'EXCLUSIONS' apply.
Please make sure your parcel is properly packaged in its original box to avoid any damage in transit back to us. Items which arrive damaged due to improper packaging will not be exchanged or refunded.
You will be responsible for paying postage costs associated with returns. Returns must be sent through a trackable delivery service, ensuring it is appropriately insured. We do not take any responsibility and cannot process a refund for items that are not received and request that you contact your delivery provider directly in these cases.
OVERSEAS ORDERS & CUSTOMS FEES
Please note that if you are making a purchase from outside of The United Kingdom, you may be charged customs fees by the delivery provider once your parcel reaches your country's port of entry. These charges are not controlled by us and are at the discretion of your taxation law.
It is your responsibility as the customer to cover these charges (they may range from 10% to 30% of the purchase price).
If you decide to not pay these customs fees to release the package, the package will default and be returned to us.
Please note in this instance, if you knowingly default the package, any default charges issued from the delivery provider to us for an uncollected parcel, plus any international courier charges will be deducted from your refund.
Evidence of these charges will be sent as a receipt to you via email.
The following kinds of products may not be returned under this policy:
(a) Earrings for pierced ears which are not returned with their LOX hygiene seal intact (for orders from 01/07/22).
(b) Bespoke and customised goods - pieces that have been changed/amended/ adjusted in style, colour or fit from our standard pieces offered on our website.
Sample sale items:
(a) Where sample sale pieces have been sold, these pieces, due to their often one-off nature and limited numbers of production will be non-refundable. However we would be happy to offer an exchange or credit note. Please refer to the standard return timelines above.
Rush fee items:
(a) Where pieces have been ordered and requested on a short lead time or a'Rush Fee' has been applied, the piece itself may be cancelled or returned in line with your statutory right, but the 'Rush fee' is non-refundable.
As a small business we take extreme pride in handling each piece ourselves personally with great attention and care. Our products are quality checked and carefully hand packaged so it is extremely unlikely any pieces will ever leave us damaged - however occasionally the delivery service will handle a package roughly and the contents may become damaged in transit. In this case, we will happily replace the item for you and cover the re-delivery costs ourselves. We will not refund or exchange damaged items, we only replace them with the same item (like for like).
If you believe your products are damaged please notify us immediately upon receipt.
Returning Sales goods:
(a) In the event that you have received your goods and then we have entered into a Sale or Promotional period after delivery of your goods, you do not automatically qualify for a refund of the sales difference or price adjustment.
(b) In this event, If you are still within your returns or cancellation period, you may cancel your order in line with the above terms (9. CANCELLATION RIGHTS) and return your goods to us (as your own cost) and reorder your pieces during the Sale period to take advantage of the lower price offered.
(c) Please note that during this instance (b), your returned pieces will be allocated to the next waiting customer, and your newly ordered pieces will be re-made in line with the production lead-time noted on each individual product page.
(d) If you have placed an order and are yet to receive the goods, you may cancel your order at any time before delivery and re-order your pieces during our sale. However again, your cancelled pieces will be allocated to the next waiting customer, and your new piece will be re-made in line with the production lead-time noted on each individual product page.
Please note that bespoke items and orders where a 'Rush fee' has been charged are excluded from all sales and promotional periods.
We will happily provide a refund to you within 14 days once the item(s) have reached us safely. We will usually refund any money received from you using the same method originally used by you to pay for your purchase.