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Returns and refunds policy - Jewellery of Scotland

Returns

  • You may return any item in its original condition and packaging within 14 days of having received your order for a full cash refund.
  • All goods returned are at the sender's expense unless faulty.
  • Notification of faulty goods should be made as soon as possible after the goods have been received

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.

If you need to return an item, we recommend you contact us via our contact page or freephone before sending the product so we can ensure a smooth returns process. However, our registered address is below and if you return products to here, we will receive them:

FAO Jewellery of Scotland
James Traill House
Thurso Enterprise Park
Thurso
KW14 7XW

Once we have received the jewellery, we shall refund you.

Inspect any received package thoroughly before accepting/signing for it. If the package appears to have suffered shipping damage, keep the original carton, promptly contact the shipping company for a damage inspection report and request that the shipping company returns the merchandise. Under these circumstances, do not return the merchandise yourself.

If you do need to return any goods, please remember to wrap the package securely as it may not be possible to offer a refund or replacement on goods which are damaged during return transit. Mark your parcel clearly as "Returned Goods".

There are certain situations where we cannot provide a refund or replace:

These include any personalised goods or any items made specifically to order:

  • This includes all items where specific stone or size choices are made.
  • Orders placed for 14 ct, 18 ct yellow gold or for 9ct, 14ct, 18ct white gold are crafted to order and are considered as specials. These orders cannot be cancelled and returns will not be accepted unless the goods are defective in their manufacture.
  • For reasons of hygiene we are unable to refund or replace any earrings other than where faults in manufacture can be demonstrated.
  • Refunds will not be given for rings that do not fit, please ensure you have your correct ring/finger size before placing your order.
  • 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 14 days after delivery

Refunds (if applicable)

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We 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.

Late or missing refunds (if applicable)

If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. 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 our contact page.

Exchanges (if applicable)

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at our contact page and we shall tell you where to send your defective product.

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.

Shipping

If you need to return an item, we recommend you contact us via our contact page before sending the product. Our registered address is below and if you return products to here, we will receive them:

FAO Jewellery of Scotland
James Traill House
Thurso Enterprise Park
Thurso
KW14 7XW

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund. Please pack returned goods with care and send them by Royal Mail Special Delivery or an equivalent postal service, which provides adequate insurance to cover the value of the item and requires a signature on receipt. We cannot be held responsible for any items returned to us that are lost in transit.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over £40, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.