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Returns, Exchanges and Refunds Policy

We hope you are completely satisfied with your purchase. If you are not happy with your jewellery or you have received a faulty item, please see our policies below regarding the return, exchange or refund of your item.

Exchanges

If you would like to return an item we are happy to discuss an exchange up to 28 days from receipt of your order provided the item* is unworn, in perfect condition and in the original packaging. 

If you purchased your item via the Click and Collect service exchanges can be made within 14 days.

*this does not apply to earrings

Refunds

You have a right to return an item* you are unhappy with for a full refund within 7 days of receiving your order provided the item is unworn, in perfect condition and in the original packaging. Please note Rachel Entwistle Jewellery does not refund postage and packaging charges, or any tax and duties payable outside of the EU.

In the interests of fraud prevention, your refund will be issued by the same method by which you paid within 28 days of receipt of the return.

We are unable to accept refunds, on jewellery collected from the store using the Click and Collect service. Please instead return the jewellery to the store for an exchange within 14 days of collection.

*this does not apply to earrings

Faulty goods returns

You are entitled to a full refund on any faulty goods within 3 weeks of purchase. If you return a faulty item after this date and within a reasonable time frame you will be entitled to a repair or exchange on your item.

Returns postage costs

Postage costs of sending any product back to us falls with the customer. Please package your product properly and send it as recorded delivery (with tracking number) for your own protection, as any items lost in transit will not be considered for refunds or exchanges.

Please email us at info@rachelentwistle.co.uk before posting any item back to us so we can process your request. Quote your name and address, details of product and reason for return. We will then advise on how to proceed. We are unable to accept returns that have not been agreed prior to shipping.

Non-returnable products

We regret that in compliance with the current UK Health and Hygiene regulations, we cannot accept the return of pierced items such as earrings or piercings. This does not affect your statutory rights.

Sale purchases

Online SALE purchases are NOT entitled to a refund or exchange.

Bespoke and Limited Edition Jewellery

Bespoke jewellery items that were made to order are also not entitled to a refund or exchange. Most items labeled as "Limited Edition" are also non-returnable. 

9ct & 18ct Gold Pieces

All of our 9ct and 18ct Gold pieces are made to order and are non-returnable or refundable.

Please check by emailing info@rachelentwistle.co.uk if you are concerned.