To return an item, please visit the RJ returns portal.
Please note: A £2.50 fee will be deducted from the total refund amount for returns. Returns for store credit are free of charge.
All items must be returned in perfect condition to qualify for a refund. For hygiene reasons, we are unable to accept returns of earrings unless faulty. All Sample Sale, Gift Wrap, Engraved and Personalised items are non refundable as stated on the product pages.
Faulty or Damaged Items:
If you receive a faulty or damaged item, please get in touch with the Rachel Jackson Customer Happiness Team on hello@racheljacksonlondon.com as 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.
You can choose to exchange your return for store credit and receive an extra 10% of your original order value, which will be added to a digital gift card. The gift card will be emailed to you within 7–10 working days after we receive your return and will be valid for 12 months. Returns for store credit are completely FREE. To begin your return, please visit the RJ Returns Portal.
1. Open the Returns Portal
2. Enter the order number associated with the piece and email address attached to the order.
You can find your order number on your order confirmation email.
3. Select the item(s) you would like to return to us.
4. Select either QR code or printable label
5. If you selected printable label, print out the postage label and attach it to the original packaging, then drop if off at your local post office.
6. If you selected QR code, please scan at a local post office
Please note: 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.
Once we receive and verified your returned item(s), you will receive your refund within 14 days of receipt of the return.
If you do not hear from us within the allotted time please email us:hello@racheljacksonlondon.com
We hope you love your jewellery, but if you're not completely satisfied, you can request a refund within 30 days of purchase by contacting us at hello@RachelJacksonLondon.com. Please note that return shipping costs are the responsibility of the customer, and any taxes or duties incurred on international orders cannot be refunded by Rachel Jackson in the event of a return.
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 refund 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 14 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)
All returns must be processed through our official returns portal. If the portal is not used, we are unable to take responsibility for the return or offer compensation for lost or delayed deliveries. We strongly recommend that all returns are made using the method provided via our portal, as this ensures your return is tracked, secure, and processed efficiently.
We aim to process all returns within 14 working days of receipt. However, during especially busy periods, this may take up to 30 working days. Once your return is processed, refunds will be issued to the original payment method used at checkout.
If your refund is taking longer than expected, please don’t worry we’re working hard to get everything sorted as quickly as possible. For updates on your return, you can check your swap update email or reach out to our customer service team at hello@RachelJacksonLondon.com. You’re also welcome to call us at +44 (0) 20 7375 0505.
Every Rachel Jackson piece is covered by a one-year warranty. During this period, we’re happy to repair or replace any item that has developed a fault due to a manufacturing defect. This warranty applies under normal conditions of wear and does not cover accidental damage, misuse, or general wear and tear.
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 – Thursday 10am – 2pm (GMT)
