Returns & Refunds

Returns & Refunds Policy

Last Updated: 23/06/25

At Eloree Jewellery, we want you to be completely satisfied with your purchase. This Returns & Refunds Policy explains your rights and our procedures for returns, exchanges, and refunds.

YOUR CONSUMER RIGHTS

Under the Consumer Rights Act 2015, you have statutory rights that cannot be excluded:

  • 14-Day Cancellation Right: You have the right to cancel your order within 14 days of receiving your item(s) without giving any reason
  • Right to Refund: If goods are faulty, not as described, or unfit for purpose
  • Right to Repair or Replace: For items that develop faults within the first 6 months

However, we offer enhanced terms that go beyond your statutory rights.

OUR 30-DAY RETURN POLICY

We offer a generous 30-day return period from the point of delivery for your convenience - this is more than double the statutory requirement.

What Can Be Returned

✅ Eligible for Return:

  • Non-pierced jewellery in original condition
  • Items returned within 30 days of delivery
  • Items in original packaging with all accessories

❌ Not Eligible for Return:

  • Earrings and pierced jewellery - excluded for health and safety reasons to prevent the spread of possible infections
  • Personalised or custom-made items - these are made specifically for you
  • Items damaged by normal wear and tear
  • Items returned after 30 days (unless faulty)

Return Conditions

To be eligible for return, items must be:

  • In original condition (unworn and undamaged)
  • In original plastic packaging
  • In original gift box
  • Accompanied by proof of purchase

HOW TO RETURN AN ITEM

Step 1: Contact Us

Email our customer service team at info@eloreejewellery.com with:

  • Subject line: "Return Request - [Your Order Number]"
  • Your order number
  • Reason for return
  • Clear photographs of the item(s)

Step 2: Return Authorisation

We will review your request and provide return authorisation within 48 hours, including:

  • Return address
  • Return reference number
  • Any specific packaging instructions

Step 3: Package Your Return

  • Ensure the item is in original condition and packaging
  • Use a sturdy envelope or box to prevent damage in transit
  • Include your return reference number
  • Important: Use a tracked and insured postal service

Step 4: Send Your Return

  • Return postage costs are borne by the customer unless the item is faulty or incorrect
  • We recommend using Royal Mail Tracked services
  • Keep your postage receipt and tracking number
  • Items must be received by us within 14 days of return authorisation

REFUND PROCESS

Processing Time

  • Returns are processed within 7 business days of receiving your returned item
  • You will receive email confirmation once your return is processed

Refund Method

  • Standard Returns: Refunded to your original payment method
  • Faulty/Incorrect Items: Full refund to original payment method
  • Statutory Cancellation Rights: Full refund to original payment method (if requested within 14 days)

Refund Amount

  • Approved Returns: Full product price refunded to original payment method
  • Faulty/Incorrect Items: Full product price plus original shipping costs
  • Return Shipping: Not refunded unless item is faulty or incorrect

EXCHANGES

We welcome exchanges for different sizes or styles within our 30-day period:

  • Exchange Process: Follow the same return procedure above
  • Exchange Shipping: Customer pays return shipping; we cover shipping for the replacement item
  • Price Differences: If exchanging for a more expensive item, you pay the difference; if less expensive, the difference will be refunded to your original payment method

INCORRECT ITEMS RECEIVED

If you believe you have received the wrong item:

What to Do:

  1. Don't use or wear the item
  2. Contact us immediately at info@eloreejewellery.com
  3. Email subject: "Incorrect Item Received - [Your Order ID]"
  4. Include: Your order ID and clear photographs of the incorrect item received

Our Response:

  • We will arrange collection or provide a prepaid return label
  • Full refund or correct item sent at no cost to you
  • Processing within 48 hours of notification

DEFECTIVE ITEMS

If you receive a defective item:

What to Do:

  1. Contact us immediately at info@eloreejewellery.com
  2. Email subject: "Defective Item Received - [Your Order ID]"
  3. Include:
    • Your order ID
    • Clear photographs of the defect
    • Detailed description of the defect

Defect Assessment Period

  • First 6 months: Full protection under Consumer Rights Act
  • 6-18 months: We will assess on a case-by-case basis
  • After 18 months: Assessment based on expected product lifespan

Our Response:

  • Immediate defects: Full refund or replacement
  • Later defects: Repair, replace, or partial refund depending on circumstances
  • Manufacturing defects: Full compensation regardless of timeframe

Important: Personal damage or misuse will not qualify for compensation and will be assessed case-by-case.

SPECIAL CIRCUMSTANCES

Sale Items

  • During Sale Periods: Returns and exchanges may be restricted (this will be clearly stated at time of purchase)
  • Final Sale Items: May be excluded from returns (clearly marked on product pages)

Gift Purchases

  • Recipients can return gifts following the same policy
  • Refunds will be issued to the original payment method when proof of purchase is provided by the original buyer

International Orders

  • Same return policy applies
  • Customer responsible for return shipping costs and any customs charges
  • We recommend insured and tracked shipping for international returns

LOST OR DAMAGED RETURNS

  • Always use tracked and insured shipping when returning items
  • We are not responsible for items lost or damaged in transit back to us
  • Keep your tracking number and postage receipt until your return is processed

NON-RETURNABLE ITEMS EXCEPTIONS

In rare health and safety circumstances, earrings and pierced jewellery may be returnable:

  • Manufacturing defects discovered immediately upon receipt
  • Incorrect items sent in error
  • Damaged items received

These will be assessed case-by-case with priority given to health and safety.

CONTACT INFORMATION

For all returns and refunds enquiries:

Email: info@eloreejewellery.com
Response Time: Within 48 hours during business days
Business Hours: Monday - Friday, 9 AM - 5 PM GMT

Postal Returns Address:
[Return address will be provided with return authorisation]

ADDITIONAL NOTES

  • This policy does not affect your statutory rights under UK consumer law
  • For more information about your consumer rights, visit: www.citizensadvice.org.uk
  • If you are not satisfied with how we handle your return, you can contact Trading Standards or use the Online Dispute Resolution platform: http://ec.europa.eu/consumers/odr/

Company Details:
Forge&Lumber Ltd (trading as Eloree Jewellery)
Company Number: 14866867
VAT Number: GB467291855

For full terms and conditions, please visit: eloreejewellery.com/pages/terms-conditions

We reserve the right to update this Returns & Refunds Policy at any time. Any changes will be posted on this page with an updated date.