Refund policy

I want you to love your jewellery as much as I have loved making it for you. I take great pride in my work and will do my best to address any issues you may have. The best way to sort a problem is always to contact me and have a chat. 

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused,  and in its original packaging. You’ll also need the receipt or proof of purchase.  

In the unlikely event that you are not happy with your item, you can return it to me within 2 weeks of receipt. You have the option to exchange it for another item or receive a full refund.

Please note that the return postage costs will need to be paid by the customer.

You can always contact me for any return question at hello@nicolalawrencejewellery.co.uk  

Damages and faulty items

If your jewellery is faulty, I will offer you a full refund upon return of the item, a repair at no cost to you, or alternatively you can exchange the item for something else. Please inspect the piece on delivery and let me know within 7 days if there seems to be an issue.   

Exceptions / non-returnable items
Some items are not eligible for return unless faulty. Personalised items and earrings can not be returned unless faulty.

Unfortunately, we cannot accept returns on sale items or gift cards.

Cancelling an order

If you wish to cancel an order, please contact me within 48 hours of placing the order. Please make sure you include all your details such as name, address, date and the item that you ordered. A full refund will then be issued so long as no custom work has begun. 

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item. 

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at hello@madebytess.co.uk.