Returns & Exchanges

We offer a simple, personal no quibbles returns policy on our jewellery.

You have up to 14 days to change your mind and cancel your order and return it for a full refund, with the exception of earrings for hygiene reasons, and pieces that have been made to a non-standard size or engraved at your request. 

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. If pieces show any evidence of wear they will not be eligible for a return.

Please be sure to pack necklaces carefully in the box it was delivered in to avoid chains becoming tangled in transit.  Tangled chains that become damaged due to being poorly packed as returns cannot be refunded.

Our guarantee on all our jewellery lasts 12 months. If a fault appears within 12 months you can contact us for an exchange or refund. If a fault develops after 12 months we are unable to exchange or refund but can offer a repair for a nominal charge.

Non-returnable items:

• Gift cards and Gift Vouchers
• Personalised Jewellery that's been engraved for you
• Earrings - for hygiene reasons we are unable to accept returns of earrings
• Bespoke or made to order items such as bespoke cast gold jewellery, gold plated items or non standard sized pieces that are not available online

To complete your return, we require a receipt or proof of purchase, a copy of your email order confirmation or receipt is ideal.

Refunds (if applicable)

Once your return is received and inspected, you will receive a refund notification from our Shopify store to the email address used when you placed your order. If there have been any additional costs incurred (such as extra postage paid on our part due to incomplete addresses) then these costs will be deducted from your refund.

Late or missing refunds (if applicable)

If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at info@scarlettjewellery.com

Sale items (if applicable)

If not personalised sale item can be returned for a refund, but will only be refunded at the sale price purchased.

Exchanges (if applicable)

We only replace items if they are defective or damaged, or if you need it in a different size that's a standard size available online. If you need to exchange it for a different size, send us an email at info@scarlettjewellery.com and send your item to:

Scarlett, Unit 2G Stockwell Lodge Studios, Rear of 129-133 Conway Street, Hove, BN3 3LW, United Kingdom.

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.

Shipping

To return your product, you should mail your product to: Scarlett, Unit 2g Stockwell Lodge Studios, Hove, BN3 3LW, United Kingdom

You will be responsible for paying for your own shipping costs for returning your item. It's important you send any items back to us using a tracked and insured service as we cannot be held responsible for any loss in transit.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary. 

If your address is incomplete and your parcel is returned to us, then we reserve the right to charge for postage to send it to you again.  We offer free postage for all initial orders but cannot cover the cost re-send in the event of customer error.

Christmas Returns Policy

During Christmas we offer an extended returns period running usually until 15th January of the following year for Christmas gift orders placed between 1st November and 31st December.