Solid Gold Ready to Ship pieces* are eligible for return or exchange within 14 days from delivery, provided they are unworn, in perfect condition and returned in their original packaging. Please email us at info@rachelentwistle.co.uk to initiate a solid gold return that was in stock and ready to ship.

Solid Gold Made to Order pieces are non-exchangeable and non-refundable.

*Excluding earrings and customised items. See 'Items not Eligible for Return' tab for more information.

How to Make a Return

To begin a return or exchange, please visit our online returns portal, which you can find here.

You will need:

- Your order number
- The email address used when placing your order

Returns must be submitted through our portal and returned within the applicable timeframe for your item. If your item is solid gold please see our 'Solid Gold Returns Policy' to check if it's eligible and how to return your item.

UK Returns cost £4.50 per order returned.

International Returns costs will vary depending on location.

Click & Collect Returns

If you placed a Click & Collect order, our online returns portal will be unable to generate a return label because we do not have your address on file. Please contact us at info@rachelentwistle.co.uk with the subject line 'Click & Collect Return', and include your full address. Once received, we can add this to your order and enable the return label in the portal if you'd like to post it back to us.

International Returns

Please note that, as we cover the tax and duty charges on the original order shipment, and we cannot claim these expenses back, with returns from the EU, a handling fee of £20 per return will be deducted from your refund. For all remaining international orders, the exact charges paid for duties and taxes will be deducted from the refunded amount.

How to Exchange your Item (only applicable to UK orders)

If you would like to exchange your item for the same piece but a different size/length, please submit your return request via our returns portal and select 'exchange for the same item'. Once your return has been received and confirmed to be unworn and in perfect condition, we'll ship out your new piece. Please note you will be liable to pay the return cost as well as our standard shipping fees of your new item. If your new item is £150+ you will quality for free standard shipping.

If you'd like to exchange your item for a different item, please submit your request via our returns portal and select 'Refund' or 'Shop Later'. Once your return has been received and confirmed to be unworn and in perfect condition, you will be issued your refund or store credit in the form of a gift card. The gift card can be redeemed at checkout when placing a new order for a different item on our website.

Store credit is offered as an alternative to a refund where applicable and does not affect your statutory rights.

The following items are not eligible for return or exchange:

- Earrings and pierced jewellery (due to UK health and hygiene regulations)
- Made-to-order jewellery
- Bespoke or commissioned pieces
- Customised items, including resized rings, custom chain lengths or engraving
- REnew items

This does not affect your statutory rights.

Faulty Items

We pride ourselves on our attention to detail when creating each piece of our jewellery and quality control is very important to us. If you do however believe your item to be faulty, please submit a faulty item request using our returns portal which you can find here. Then follow the steps outlined below:

1. Visit our returns portal
2. Select the return reason as 'item is faulty'
3. Provide a description of the fault and upload clear photos
4. Select 'exchange for the same item'

Our team will review your request and contact you as soon as possible with the next steps.

We cover the return postage of any items confirmed as faulty.

Incorrect Item Received

We pack all of our orders in house and do our upmost best to ensure all items are packed correctly. If you do however believe your item to be incorrect, please submit a return request using our returns portal which you can find here. Then follow the steps outlined below:

1. Visit our returns portal
2. Select return reason as 'I've been sent the wrong item'
3. Provide a description of the incorrect item and upload clear photos
4. Select 'exchange for the same item'

Our team will review your request and contact you as soon as possible with the next steps.

We cover the return postage of any items confirmed as incorrect.

Online Purchase Policies

Eligible items* purchased online may be returned or exchanged provided they are:

- Unworn
- In perfect condition
- Returned in their original packaging

Please note that the returns period varies dependant on the item. Please see terms below:

Silver & Gold Vermeil Items - 30 days from delivery
Solid Gold Ready to Ship Items - 14 days from delivery
Sale Items - 14 days from delivery

*See 'Items not Eligible for Return' tab for more information.

Return postage

For non-faulty items, customers are responsible for return postage costs.

If an item is confirmed as faulty, all reasonable return postage costs will be covered by us.

Refunds

Once your return has been received and carefully inspected, any eligible refund will be processed to your original payment method within 14 working days.

Please note refunds are only processed during business hours Monday - Friday.

Please note Rachel Entwistle Jewellery does not refund postage and packaging charges, or any tax and duties.

In-store Purchase Policies

For items purchased in-store we only offer exchanges within 14 days of receipt. Credit notes can be supplied in the form of a gift card if no suitable exchange item can be found and have no expiry date.