Returns & Refunds
We hope that you are delighted with your jewellery, however if you are not we will happily organise an exchange or refund for you, providing you notify us and return the jewellery within 30 days from date of purchase. The same applies if you receive a faulty or damaged item, or the item(s) is not what you ordered - you have 30 days from date of purchase to notify us and return the jewellery.
The following items are non-cancellable, non-refundable and non-exchangeable:
- Personalised items that are custom made, or ordered with your choice of name, message or other customised aspect that makes the item unique to your requirements and therefore cannot be re-sold. This includes the Mixed Birthstone Necklace and engraved items.
- For hygiene reasons, we are unable to accept returns on earrings (unless faulty)
- Sale Items (unless faulty)
How To Exchange Or Refund A Product
To arrange an exchange or refund, please email firstname.lastname@example.org quoting your order number, name and address, details of the product, the reason for return (this helps us improve our offering) and whether you require a refund or replacement. We will then advise on next steps. We will require you to return the goods in their original, unworn condition and in the gift box that they came in to the address below:
Rachel Jackson London
Eagle House, 163 City Road, London, EC1V 1NR
The item is your responsibility until it reaches us and so for your own protection, we recommend that you return the item via Royal Mail registered delivery or other ‘signed for’ service, and you should also obtain proof of postage. 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. However, where the item you received was sent in error or we deem as faulty, then we will refund your postage costs (providing we are notified of the fault within the timescales detailed above).
We will not exchange goods that have been worn or do not have their original packaging. 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 Or Missing Refunds
If you haven’t received your refund within 28 days of returning the goods, please check with your card company as it may take some time before the refund is officially posted. If still no refund, please contact us at help@RachelJacksonLondon.com or on +44 (0) 20 7375 0505.
Faulty Items and Repairs
We will repair/replace faulty items free of charge, providing you notify us within 90 days of receipt of the goods and you are able to provide proof of purchase from www.racheljacksonlondon.com. After 90 days, depending on whether the item is still in stock and the nature of the damage, we will do our very best to fix the item, however there will be a charge for this service. Please email email@example.com to make arrangements for this service.
If you have any further questions about our returns policy, please email firstname.lastname@example.org or call us on 020 7375 0505. Our office hours are Monday – Friday, 9am – 5.30pm (GMT)