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Returns & Exchanges

We are happy to provide the option of a full refund or exchange if the goods you receive are unsuitable or are no longer required. We will give all refunds as soon as reasonably possible and at the latest within 30 days of agreeing to give the refund, taking into account the original method of payment. Goods must be returned unused and in pristine condition; you are required to take reasonable care of the item(s) while they are in your control.

30 day change of mind guarantee

Although we do our best to ensure that our pictures and descriptions explain our products as clearly as possible, sometimes you may find that when your items arrive they're not quite as you expected, or you may have simply changed your mind. Don't worry - we have a 30 day change of mind guarantee on all our products (excludes personalised, specially ordered items and rings outside our standard range; J-S for ladies and R-Z for men). This may differ for in-store purchases where pierced jewellery (earrings/body jewellery) can often not be returned for refund or exchange. You will need to check this with a member of staff prior to committing to the purchase.

These will always be given by the same method that is used to pay. In exceptional circumstances we may not be able to refund your card (if the payment is over 30 days old for example), so the refund will be made by way of personal cheque sent in the post.

For most exchanges we kindly ask that you return your original order for a full refund and order the new item under a new order number; this way you will receive a much more efficient service from us. If this is not possible then we can take any balance due over the phone on 0800 034 4637 / 01895 201040 or via a PayPal transfer. Any balance owed to you will be done so by the method used to pay.

If goods are damaged in transit or you receive an incorrect item or size, please notify us immediately by emailing or by telephoning our Online Sales Team on 0800 034 4637 or 01895 201040. Telephones are manned weekdays, 9am - 5pm. You may be required to return the damaged goods to us before we can ship you a replacement. In this instance all return postage costs will be refunded via the method used to pay.

How to return your order

Call into any of our 115+ branches across England & Wales. Unfortunately they cannot issue a refund in store however staff will return your item(s) to the correct department on your behalf. Please take as much information into store as possible - preferably your invoice receipt. Refunds are issued by our Online Sales Team daily, so your money shall be returned as soon as your parcel is received (please allow a further 3 - 4 days for funds to show back in your account). If you would like to exchange your item(s) you can do so in store if you show your proof of purchase/invoice receipt.

Follow the guidelines below so that we can refund your payment as quickly as possible:

1. Replace the item in its gift packaging (e.g. ring box) as well as its protective outer packaging. If this protection has been discarded, please ensure that the item is safely packed because if it becomes damaged in transit it may affect our ability to authorise a refund. If you are returning a gift item or clock for example, the item's box should not be tampered with i.e. covered with tape. Wrap the item in another protective box which can be taped and secured. We will need to re-sell this item so please bear this in mind.

2. Please use the returns address label enclosed with your receipt/invoice. Send any returns to this address only - not to any of our branches, making it clear in a covering note whether you would like a refund or exchange. You are responsible for all return costs, making sure enough has been paid. If you have not paid enough, the costs incurred will be deducted from your refund.

3. When posting back your item, please send it in the following way to ensure that we receive it back safely:

Up to £50
Royal Mail first or second class should suffice but please obtain proof of posting from your Post Office which should be free of charge. In the event your return is not received by us, no refund can be given unless a Post Office franked proof of posting can be provided.

Over £50
Please use Royal Mail Special Delivery or Royal Mail First Class Recorded/Signed For to ensure the item(s) are insured in transit.

4. Once we receive your return, we will promptly refund your card. If the order was paid by cheque or vouchers, you will receive a refund by cheque or vouchers.

"Cooling Off" period

If you (or the recipient of your gift) are unhappy with any purchase, we will try to assist. As your purchase will have been made through distance selling methods (i.e. via the internet or over the phone), you are entitled by law to cancel the order within seven (7) days of receiving the goods. This is known as a 'cooling off' period.

If you intend to return goods under this provision, you are required to advise us in writing (by email to within 30 days of receiving the goods and to take reasonable care of the item(s) while they are in your control. Should you decide to do this, we will endeavour to provide you with a full refund as soon as possible.

All of the above is in addition to your statutory rights.