Returns, Refunds & Cancellation Policy
Last updated: 31 August 2026
At The Luxury Jewellery, we want you to shop with confidence. This policy explains how cancellations, returns, exchanges and refunds are handled for purchases made through our website.
Nothing in this policy affects your statutory rights under UK consumer law.
1. Cancelling an Online Order
For most eligible products purchased online, you have the right to cancel your order within 14 days of receiving your goods, without needing to provide a reason.
If you wish to cancel your order, please contact us at:
Email: [email protected]
Please include your:
Full name
Order number
Product you wish to return
Contact details
After notifying us that you wish to cancel, you should return the goods within the applicable return period.
If your order has not yet been dispatched, please contact us as soon as possible. Where possible, we will try to stop the order before shipment.
2. Return Eligibility
To help us process your return, please ensure that the jewellery is returned:
In its original condition
With its original packaging where possible
With any certificates, documentation, accessories or other items supplied with it
Securely packaged to prevent damage during return transit
You may inspect an item in the same way that you reasonably could in a physical shop.
If an item has been handled beyond what is reasonably necessary to establish its nature, characteristics and functioning, we may be entitled to reduce the refund to reflect any loss in value, where permitted by law.
3. Personalised, Engraved and Bespoke Jewellery
The standard right to cancel may not apply to jewellery that has been:
Made to your specifications
Clearly personalised
Custom-made
Engraved at your request
Specifically altered or manufactured for you
Please contact us before ordering if you are unsure whether a particular product will qualify for return.
This exclusion does not affect your statutory rights if an item is faulty, damaged, incorrectly supplied, not as described or otherwise does not conform to the contract.
4. Faulty, Damaged or Incorrect Items
If you receive an item that is:
Faulty
Damaged
Incorrect
Not as described
please contact us as soon as possible at:
Please provide your order number and details of the problem. Photographs may also help us assess the issue more quickly.
We will explain the appropriate remedy available to you in accordance with your statutory consumer rights.
Where the problem is our responsibility, you will not be required to bear reasonable return postage costs.
5. How to Return an Item
As an online retailer, we ask customers to contact us before returning any item.
Please email:
and include:
Your full name
Your order number
The item you wish to return
The reason for the return, where applicable
Once we have reviewed your return request, we will provide the appropriate return instructions and the return address to use.
Please do not send jewellery to any address without first contacting us and receiving return instructions.
For valuable jewellery, we strongly recommend using an appropriately tracked and insured postal or courier service.
Please retain your proof of postage and tracking information until your return has been completed.
6. Return Postage Costs
For an eligible change-of-mind return, you may be responsible for the direct cost of returning the item to us.
Where an item is faulty, damaged, incorrectly supplied or otherwise our responsibility, we will deal with reasonable return costs in accordance with your statutory rights.
Please contact us before returning a faulty or incorrect item so that we can provide appropriate instructions.
7. Refunds
Once we receive your returned item, we will inspect it and process the return.
Where a refund is due, it will be made using the original payment method used for the purchase unless otherwise agreed where legally permitted.
For an eligible cancellation under distance-selling rules, refunds will normally be processed within the applicable statutory period.
Once we have issued your refund, your bank, card provider or payment service may require additional processing time before the funds appear in your account.
8. Original Delivery Charges
Where you exercise an applicable statutory cancellation right, we will refund the cost of the standard delivery option for your original order.
If you selected a more expensive delivery service, such as express, premium or next-day delivery, we may only refund an amount equivalent to our standard delivery charge.
9. Partial Refunds
Where permitted by law, we may reduce a refund if the value of the goods has been reduced because they have been handled beyond what is reasonably necessary to inspect them.
This may include avoidable damage, excessive wear or missing components caused after delivery.
Any reduction will be assessed reasonably and in accordance with applicable consumer law.
10. Exchanges
If you would like to exchange an eligible item, please contact us at:
Exchange availability will depend on:
Product eligibility
Available stock
Size or variation availability
Whether the item has been personalised or altered
Where a direct exchange is not possible, we may process an eligible return and refund so that you can place a new order.
11. Sale and Promotional Items
Products purchased during a sale, promotion or with a discount are not automatically excluded from returns or refunds.
Eligible sale items remain subject to applicable statutory consumer rights.
Any lawful product-specific exclusions will be clearly communicated where applicable.
12. Gifts
If an item was purchased as a gift, any refund will normally be made to the original payment method used to place the order.
If you have received jewellery as a gift and need help arranging a return or exchange, please contact us and provide the relevant order information where available.
13. Missing or Delayed Refunds
If we have confirmed that your refund has been processed but you have not yet received it:
Check the payment account originally used for the purchase.
Contact your bank, card provider or payment service, as processing times can vary.
If you still cannot locate the refund, contact us at [email protected].
We will check our records and assist you where possible.
14. Proof of Purchase
We may ask you to provide your:
Order number
Order confirmation
Receipt
Other reasonable proof of purchase
This helps us identify the transaction and process your request efficiently.
15. Your Statutory Rights
Nothing in this policy limits or excludes any rights you may have under applicable UK consumer legislation.
Your statutory rights may provide additional remedies where goods are faulty, damaged, not as described or otherwise fail to meet legal requirements.
16. Contact Us
If you have questions about a cancellation, return, exchange or refund, please contact:
The Luxury Jewellery
Email: [email protected]
For returns, please contact us first. Once your request has been reviewed, we will provide the appropriate return instructions and return address.