Returns and Repairs
Returns and Refunds
Returns and Guarantee Policy for Eleanor Johnson Jewellery Ltd
General Returns
We hope that you love your jewellery. However, returns are accepted within 28 days after delivery, excluding custom orders. For hygiene reasons we are unable to accept the return of earrings.
Items must be unused, in their original condition, and packaging.
How to Return:
1. Contact us via email at hello@eleanorjohnsonjewellery.co.uk to initiate your return.
2. Ship the item using Royal Mail special delivery to address as instructed following email response. We are not responsible for items lost during return shipping.
3. After receiving and inspecting the returned item, we will notify you via email about the refund status.
4. If approved, the refund will be processed to your original payment method.
Custom Orders
Non-Refundable: Custom-made items, including those made to specific measurements, are not eligible for returns or refunds.
Exchanges
How to Exchange:
- Email us at hello@eleanorjohnsonjewellery.co.uk to request an exchange.
- Ship the item using Royal Mail special delivery to address as instructed following email response. We are not responsible for items lost during return shipping.
Exchanges are available for the same item only.
Lifetime Guarantee Against Faulty Workmanship
At Eleanor Johnson Jewellery we pride ourselves on making modern heirlooms built to last. Every piece has been made by hand using high-quality materials and traditional stone setting methods. Yet, please bear in mind they are still made from precious metals and delicate stones, and require proper care. For full details on how to care for your jewellery, please view our jewellery care page.
We offer a lifetime guarantee against faults in workmanship. This guarantee only covers defects in the manufacture of the jewellery.
Exclusions: The guarantee does not cover wear and tear, or accidental damage.
How to Claim: If you believe your jewellery has a fault in workmanship, please contact us at hello@eleanorjohnsonjewellery.co.uk. We will review your claim and arrange for necessary repairs or replacements as applicable.
Refund queries
1. Check your bank account and credit card statements.
2. Contact your credit card company or bank, as processing times may vary.
3. If you have completed these steps and still have not received your refund, please email us at hello@eleanorjohnsonjewellery.co.uk.
Shipping Costs
Return Shipping: You are responsible for the cost of return shipping. These costs are non-refundable and will be deducted from your refund if applicable.
Tracking:For items valued over £75, we recommend using a trackable shipping service or purchasing shipping insurance. We are not responsible for items lost during return shipping.
Please Note: Processing times for returns, exchanges, and warranty claims may vary depending on your location.