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Returns

What is Jewelcity's return policy?
Jewelcity is committed to providing great customer service. Please notify us within 14 days of non delivery or incorrect items. Jewelcity accepts returns of faulty items only, not items that are ordered and not liked. Due to hygiene reasons and in compliance with EU regulation, we cannot accept the return of earrings unless faulty. Jewelcity will accept items that have a genuine manufacturing fault that are brought to our attention in a timely manner. Jewelcity do not offer a warranty to your customers and cannot be held accountable for damages that result from misuse of the product.


How to request a return for items?
If you have received a faulty item you can request a return for the specific product within your customer account online. To return an item, in your online customer account find and view the relevant order number under the order history section. Once opened there is a returns button next to each ordered item, this will bring up a returns request form. The return quantity, code and description fields will need to be filled in as well as supplying images of the items. Please then submit your request.

The Jewelcity customer service team will receive this request and be in contact with you. Accepted requests will be credited, this is in the form of a store credit which you can view in your online customer account. Your valid credit amount is displayed in your account as ‘Current credit balance’ and will automatically deduct from your next online order.

Please contact the Jewelcity customer service team if you have any further queries with your order via email on info@jewelcity.co.uk or via telephone on 01494 444200


If Jewelcity have requested the items to be sent back
If the Jewelcity customer service team have contacted you regarding a return request and have requested the items to be returned back please fill in a returns form (this should be emailed to you or can be downloaded from the link below). Returned goods must be packed with a returns form and clearly marked from the sender. Please note we do not offer replacements. The return process can take up to 15 working days. We recommend using 2nd class Royal Mail for small returns. Please keep your proof of postage. For a large volume return (above 1.5kg) please contact us before postage. Please contact us before returning items so we can offer the most suitable advice.


Can I return my first order?
Yes, please see our first order returns policy below.

First order return policy

You can return your first order (website orders only) for any reason with no question asked, provided it is returned within 7 working days and the products are not used and are in new and resalable condition with original packaging. You will receive full refund/coupon after the return is received and checked; Refund/Credit takes up to 15 working days to be processed. The refund does not include any postage from both sides. For purchases above £100 where we delivered free of charge, we will charge original postage at prevailing rate if your net purchase after return/refund is less than £100. You can keep part of the order provided it meets the minimum order requirement of £50 net, otherwise you will need to return the whole order for a refund/credit.

 *Please note, earrings cannot be returned for hygiene reasons, according to EU regulations.  


What warranty do you offer on handbags?
Jewelcity offer a 6 month Handbag Warranty on all handbags. This covers manufacturers faults within 6 months from the date of purchase from Jewelcity. This warranty does not cover wear and tear to the handbag, or misuse.

In the event of a manufacturing fault within a 6 month period, please submit a return request for the item through your customer account, the Jewelcity customer service team will then contact you with further advice. Unfortunately we cannot provide replacements.

Please click the link to download and print the Jewelcity Return Form

 

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