Cancellation and Returns Policy

Returns

We hope that you will be delighted with your jewellery, but unsatisfactory items can be returned for exchange, full refund or credit note - please email us at info@arlettegold.com, stating your order number and the specific product you wish to return.  Items should be returned to us in the same condition as received, unused and unworn, and in the original or similar packaging, within 28 days of receipt.  We reserve the right to refuse refunds for earrings, unless faulty, due to hygiene reasons. 

We regret that unless your jewellery was faulty or incorrect, we are unable to refund the initial postage costs for returns, and the parcel is your responsibility until it reaches us.  We recommend that you use a tracked service or ask your post office for a proof of posting receipt.  Please include your name, address and order number. 

We aim to process a refund or exchange within two days of receiving your returned item.  Refunds will be credited to the debit or credit card used at the time of purchasing, and will appear in your account within five working days. If you paid by PayPal, the balance will be credited back to your account.

 

Faulty, damaged or mis-described items

In the rare event that jewellery arrives damaged or is faulty or is not as described, please email us at info@arlettegold.com, including a photo of the damage, fault or mis-description, and we will happily refund, repair or replace at no additional charge in accordance with your legal rights. Goods are considered faulty if they arrive damaged, or if a fault occurs within 6 months.  If the item is found to be defective or faulty or not as described, we will pay for your return postage.

  

Cancelling my order

You have a legal right to cancel a contract between you and us within 14 days of delivery without giving a reason. For hygiene reasons, this right to cancel will not apply if the packaging in which the jewellery was shipped has been opened. 

The cancellation period will end 14 days after the day you (or someone you nominate) receive the jewellery, unless you placed a single order for multiple items of jewellery which are to be delivered on different days, in which case the cancellation period will end 14 days after the day you (or someone you nominate) receive the last delivery of jewellery under that order.

To cancel the contract, please email us before the end of the cancellation period at info@arlettegold.com, providing your name, address and details of the order you wish to cancel. 

If you cancel your contract, you must send the jewellery back to us within 14 days of notifying us that you wish to cancel the contract.  You are responsible for the costs of returning the jewellery to us to the Returns address set out above. 

Your refund will be made within 14 days from the day on which we receive the returned jewellery from you or, if earlier, the day on which you provide to us evidence that you have sent the jewellery back to us. If no jewellery was supplied to you under the cancelled contract, your refund will be made within 14 days after the day on which we receive notice from you to cancel the contract.

We will refund all payments received from you, including the cost of delivery (provided that the maximum refund for delivery costs will be the costs of delivery by the least expensive delivery method that we offer). We may make deductions from the price or withhold reimbursement as described in our Terms of Use and Conditions of Sale . We will make the refund using the same method of payment that you used for the initial transaction, unless you expressly agree otherwise.