RETURNS & REFUNDS POLICY
Our Returns Policy
We want you to be completely satisfied with your purchase. If for any reason you are not happy with your order, you can return it within 30 days of placing your order for a refund or exchange.
Eligibility for Returns
To qualify for a return:
The item must be unused, unworn, and in its original packaging (including tags, certificates, and branded boxes).
The item must be returned within 30 days from the date you placed your order.
Proof of purchase (order confirmation or receipt) must be included.
Items Not Eligible for Return:
We are unable to accept returns on the following:
-
Custom-made, personalised, or engraved jewellery
-
Earrings (for hygiene reasons)
-
Gift cards or vouchers
-
Items that have been damaged, altered, or show signs of wear
-
Items that are returned outside the 30-day return period
How to Return an Item
Step 1: Request a Return
Email us at info@thomasedwardjewellers.com with the following details:
-
Your order number
-
The reason for the return
-
The item(s) you want to return
Our team will confirm your return request and provide instructions.
Step 2: Pack Your Item Securely
Place the jewellery in its original packaging (box/pouch).
Include a copy of your order confirmation inside the package.
Securely seal the package to avoid damage during transit.
Step 3: Send Your Return to Our Address
Ship your return to:
Thomas Edward Jewellers,
Jewel House, Tenlons Road,
Nuneaton,
CV10 7HW
Warwickshire
United Kingdom
Step 4: Get Proof of Postage
We strongly recommend using a tracked and insured service (e.g., Royal Mail Special Delivery) to ensure safe return. We are not responsible for lost or damaged returns.
Refunds & Processing Time
Once we receive and inspect your return, we will process your refund within 1–3 business days.
Refunds will be issued to the original payment method (Stripe, PayPal, Clearpay, etc.).
You will receive an email confirmation when your refund has been processed.
Important Notes:
-
Original shipping fees are non-refundable.
-
If the return does not meet our conditions, we may reject the refund. In this case, the customer will be responsible for covering the shipping cost before the item is sent back.
-
Where free shipping was applied to your order, the cost of standard shipping for your address will be deducted from the refund total.
-
For delivery timeframes and shipping info, see our Delivery Policy.
Exchanges
If you would like to exchange an item, please follow the same return process and specify the replacement item in your email.
Exchanges are subject to stock availability.
Any price difference must be paid before the new item is shipped.
Underpaid or Unpaid Postage
Customers are responsible for ensuring the correct postage is paid when returning an item. If Royal Mail charges us a fee due to insufficient postage (including handling charges), this amount will be deducted from your refund. Returns sent “unpaid” or with incorrect postage labels will not be covered by us.
Faulty or Incorrect Items
If you receive a faulty or incorrect item, please contact us at info@thomasedwardjewellers.com within 48 hours of delivery. We will arrange a replacement or full refund, including return postage.
Clearpay Refunds
If you paid using Clearpay, refunds will be processed as per Clearpay’s policy. You will receive the refund to your Clearpay account, adjusting your remaining payments accordingly.
Contact Us
If you have any questions about returns or refunds, please contact our team:
E: info@thomasedwardjewellers.com
T: +44 7305643779
We aim to respond within 24–48 hours to assist you with your return.
By making a purchase on our Website, you agree to this Returns & Refunds Policy.