Refund and Returns Policy

My refund and returns policy last 30 days. If 30 days have passed since your purchase, I can’t offer you a full refund or exchange. You may request a cancellation of your order within 1 hour of your purchase. This can be done via email.

Conditions of return

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Please note that earrings are exempt from being returned for hygiene reasons.

Additional non-returnable items:

  • Custom or personalised orders
  • Gift cards
  • Sale Items

To complete your return, I require a receipt or proof of purchase. Please do not send your purchase back unless asked to. Buyers are responsible for the return postage cost. If the item is not returned in its original condition, the buyer is responsible for any loss in value.

There are certain situations where only partial refunds are granted:

  • Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
  • Any item that is returned more than 30 days after delivery

Once your return is received and inspected, I will send you an email to notify you that I have received your returned item. I will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Right to Cancel

Things happen, life and priorities change.  Sometimes you may want to make a purchase and then something happens which means you have to cancel it. Let me know as within 1 hour of purchase to be eligible for cancelation of any non-bespoke item.

Cancelling an order

Let me know you have changed your mind within 1 hour of purchase. For any commission that you cancel, a non-refundable deposit of 50% is required for all commissions in silver, and the cost of the metal for those in gold. However, if I cancel the commission, you will be notified in writing, and if not at fault, fully refunded. (This would only happen where circumstances are beyond my control and would make it impossible for me to complete the work).

Received but changed my mind

I have received it, but changed my mind.  Send it back within 30 days for a refund of the item cost. Please note, this does not apply to bespoke items, or items for piercings – earrings. You are responsible for the return postage, which must be trackable and insured. You will be notified on when you can send them back and please respond to say you have posted these with proof of the tracking number.  

Developed a Fault

I want to make sure you are happy with your purchase and want to make further purchases from me in the future.  Sometimes things happen that mean items can develop faults. Let me know as soon as possible after purchase if you find this has happened.  You have 30 days to return it for a refund; after that, it can only be a partial refund. If you have accidentally damaged it, send it to me, and I will see what I can do to fix it. Some repairs if they take time will need to be paid for to cover my time costs. You are responsible for the return postage, which must be trackable and insured. You will be notified on when you can send them back and please respond to say you have posted these with proof of the tracking number.

Arrived Damaged

Sometimes the Postal Service may have a role in the way your item has arrived. If it has been damaged as a result of postage, then I need to inform them as soon as possible. I am essentially their customer, so I will need a photo of the damage to show the postal courier in order to start a claim. Please return the item to me via a trackable and insured route. In the UK Special Delivery is recommended, you will be refunded for this postage and item if damage can be clearly be proven it was from the postage. It maybe that I can exchange it for the same item, if this is the case I will contact you on how to processed with your exchange. Depending on where you live, the time it may take for your exchanged product to reach you may vary.

Late or missing refunds

I will email you to say your refund is on its way to you. Please allow time for it to be processed. If you don’t received a refund within a week, first check your bank account again. Then contact your credit card company or bank, it may take some time before your refund is officially posted. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at abi@abigailjmarsh.co.uk.

Sale items

Only regular priced items may be refunded. Sale items cannot be refunded.

Gifted items

If the item has been gifted to you and you require a refund or exchange I will need to be in contact with the gift giver. They will need to send me proof of purchase and I will contact them on how to proceed.

You are responsible for the return postage, which must be trackable and insured. You will be notified on when you can send them back and please respond to say you have posted these with proof of the tracking number.

Please note

If you are returning more expensive items, I recommend you consider using a trackable shipping service or purchasing shipping insurance. I can not guarantee that I will receive your returned item.

Depending on where you live, the time it may take for your products to reach you. Please allow a week before contacting me about your items not arriving after receiving a despatched email.

Contact us at abi@abigailjmarsh.co.uk for questions related to refunds and returns.