Refund policy
Returns
We hope you'll be delighted with your purchase. If you're not, you may return your item within 14 days of delivery.
Starting a Return
You must contact us as soon as possible to let us know you intend to return your item.
We will then send you instructions on how to return it, along with a shipping label where available.
UK Returns
If you're returning an item from within the UK, please send it back to us in its original packaging, using a tracked, signed-for, and insured service.
International Returns: Customs Instructions
To avoid import duty being charged on the item's return into the UK. In most cases this will mean:
- Marking the customs declaration as "Returned Goods — No Commercial Value."
- Including your original invoice or order number inside the parcel.
If these instructions aren't followed and UK duty becomes payable as a result, that cost will be deducted from your refund.
Return Shipping & Insurance
Return postage costs are the customer's responsibility.
We strongly recommend sending your return via a tracked and insured service. Charlotte Sayers cannot be held liable for returns that are lost or damaged in transit, and a refund cannot be issued for an item that is not received.
Returning In Store
The safest way to return an item is in person at our London store. Please let us know in advance if you plan to do this - see store details here.
Damages & Issues
Please contact us immediately if there's a problem with your order, so we can evaluate it and put things right.
Non-Returnable Items
- Resized rings - once a ring has been resized it is no longer eligible for return or refund.
- Damaged or altered pieces.
- Layaway deposits - the first layaway payment is non-refundable if a purchase is cancelled.
Refunds
Once your return is received and inspected, we will process your refund to your original payment method.
- Duties and taxes paid at checkout are non-refundable, even where the item itself is refunded.
- Original shipping costs (where applicable) are non-refundable.
- Please allow a few business days for your bank or card provider to post the refund once issued.
Questions?
Contact us at info@charlottesayers.com or +44 7352 072285 and we'll be glad to help.