Return and Refund Policy

We are committed to ensuring your satisfaction with every purchase at Essex Bespoke Jewellery. We understand that jewellery is a personal choice and strive to provide the best possible experience. Please take a moment to familiarize yourself with our Return and Refund Policy:

Quality Assurance:

All our jewellery is carefully inspected and verified for quality before shipment to ensure your complete satisfaction. We are dedicated to providing you with exceptional jewellery and services. If you have any questions or require further assistance, please do not hesitate to contact our Customer Service team at enquiries@essexbespokejewellery.com. Thank you for choosing Essex Bespoke Jewellery for your precious moments.

Returns:

Please note that not all of the jewellery or services we sell on our website can be returned due to the nature of their commission, personalisation, or tailoring to your own needs. For all products and services that don't fall into that category, we have a 30-day return policy, which means you have 30 days after receiving your item or service to request a return. 

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or order confirmation email to prove the purchase. 

To start a return, you can contact us at enquiries@essexbespokejewellery.com. Please note that returns must be sent to the following address: 7 Johnston Road, Woodford Green, England, IG8 0XA once we have agreed that a return is appropriate and/or applicable.

If your return is accepted, we’ll send you a return shipping label and instructions on how and where to send your package. Items returned to us without first requesting a return will not be accepted.

You can contact us for any return question at enquiries@essexbespokejewellery.com or fill out our order query form here.

Damages and issues

Shipping to your chosen address - Please inspect your order upon receipt and contact us immediately if the item is defective or damaged or if you received the wrong item so we can evaluate the issue and make it right as quickly as possible.

Shipping to Essex Bespoke Jewellery - Until a parcel that you've sent has arrived at Essex Bespoke Jewellery, we are not responsible for any issues, including damages, loss or theft of your items. You will need to resolve this with your chosen courier. To minimise any risk of this happening, we always recommend speaking to the courier first, explaining the contents of the package and its value so that they can recommend the best signed-for and tracked service. 

Exceptions / non-returnable items

Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your item. 

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

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, with tags, 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. If your return/refund is approved, you’ll be automatically refunded using your original payment method. This typically takes 10 working days. Please remember that it can take some time for your bank or credit card company to process and post the refund. If more than 15 business days have passed since we’ve approved your return, don't hesitate to contact us at enquiries@essexbespokejewellery.com.

Custom-made, made-to-order and bespoke jewellery items are crafted to your unique specifications and are, therefore, non-returnable and non-refundable. We do not accept returns on these items.

Exchange Policy:

We want to make sure the jewellery and rings you've ordered are exactly what you want, so if you feel an exchange is needed, please get in touch as soon as possible so we can try and resolve any issues or concerns as quickly as possible. Due to the bespoke elements of most of our products, exchanges are always possible. Should an exchange be agreed upon, the quickest way for you to receive your item is to place a new order while we simultaneously review/amend/refund the original order.