We want you to feel delighted with your purchase every time you shop with us! We understand that sometimes a return is necessary. Here is a simple guide to our returns process.

Online Purchases (Website Orders)

If you purchased an item through our website, you have a set time to decide if it’s perfect for you.

• Our Promise: We offer a refund or exchange for online orders.
• Time Frame: Please notify us within 14 days of receiving your item, and then ensure the item is returned within a further 14 days.
• Your Rights: This policy does not affect your legal statutory rights under UK consumer law.
  
  

Exceptions (What we cannot take back):

• Custom Orders: We cannot accept returns for items that have been altered, re-sized, specially ordered, or engraved for you.
• Hygiene: For safety and hygiene reasons, we cannot accept returns on earrings.

Returning Your Online Order

You have two easy ways to return your online order:

1. By Post: Send the item back to us, ensuring it is well-packaged and fully insured (we strongly recommend using Royal Mail Special Delivery). You will be responsible for the shipping and packaging costs.
2. In-Store: You may return your online purchase in person to our Fultons Lakes Jewellery shop with your proof of purchase.
   Quick Note on Refunds: If you return an online order to the shop for a refund, the store team will pass the item to our Web Team for processing. The refund will be issued remotely, and we will notify you once it has been completed.

In-Store Purchases

For items purchased directly from our physical shop:

• Our Policy: If you simply change your mind or bought an unwanted gift, we offer an exchange or credit note only. We do not offer cash refunds for in-store purchases.
• Time Frame: Please return the unused item within 28 days of purchase