RETURNS

We hope that you love your jewellery, however if you're not happy or the item(s) is not what you ordered we can organise a refund or exchange for you, providing you notify us and return the jewellery within 30 days from date of purchase.

If you receive a faulty or damaged item, please note every Rachel Jackson treasure is covered by a one-year warranty. We will replace or repair any piece of jewellery that has broken due to manufacturing defects subject to normal conditions of wear and tear, excluding accidental damage or misuse.


Create a free Tracked Returns Label with Royal Mail: Click Here

 

Exemptions

The following items are non-cancellable, non-refundable and non-exchangeable:

  • Personalised items that are custom made i.e. amulets and all engraved items, as they are unique (made to your requirements) and therefore cannot be re-sold
  • For hygiene reasons, we are unable to accept returns on all earrings and nose rings (unless faulty)
  • Sale items can be exchanged but not refunded (unless faulty)
  • Gift Wrap

HOW TO EXCHANGE OR REFUND A PRODUCT

  1. Free returns with Royal Mail
     
    Print a FREE tracked returns label from Royal Mail, attach it to your parcel and pop it in the post. Click here to get started

  2. DIY Return (any carrier)

    Please download and complete the following form, and include with the jewellery that you're returning: Click here to start download

  3. Then send your item, unworn and in its original packaging to:

    Returns
    Rachel Jackson London,
    Crabtree farm, Tamley lane, Hastingleigh, Ashford, TN25 5HW

 

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.

INTERNATIONAL RETURNS

We hope that you love your jewellery, however if you're not happy simply contact hello@RachelJacksonLondon.com to organise a refund or exchange within 30 days of purchase. Please note return shipping fees are the responsibility of the customer and any taxes or duty fees incurred by shipping overseas cannot be reclaimed from Rachel Jackson in the event of a return.

THINGS TO NOTE

In the event that the item you received was sent in error or we've deemed it faulty, then we will refund any postage costs (providing we are notified of the fault within the timescales detailed below).

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 interest of fraud prevention, your refund will be issued by the same method that you paid within 28 days of receipt of the return.

Any amendments to orders will only be responded to within working hours Monday to Friday (excluding UK Public Holidays)

LATE 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 you have still not been refunded, please contact us at hello@RachelJacksonLondon.com or on +44 (0) 20 7375 0505.

FAULTY ITEMS AND REPAIRS

Every Rachel Jackson treasure is covered by a one-year warranty. We will replace or repair any piece of jewellery that has broken due to manufacturing defects subject to normal conditions of wear and tear, excluding accidental damage or misuse.

Please notify us with proof of purchase from www.racheljacksonlondon.com within 12 months of receipt of the goods and we will provide you with a repair service free of charge

After 1 year, 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 hello@racheljacksonlondon.com to make arrangements for this service.

If you have any further questions about our returns policy, please email hello@racheljacksonlondon.com or call us on 020 7375 0505. Our office hours are Monday – Friday, 9am – 5.30pm (GMT)