- RETURNS -
AND EXCHANGES 

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Policy summary -

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You have the right to return the item to us for a full refund if the item is faulty or mis-described. You also have the right to return an item if you have changed your mind about it within 14 days of receiving it (applicable to online sales only).

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To arrange a return of any item you must contact us either via the website contacts page  or by emailing us at helen@helencrossjewellery.com  within 14 days of the date the item was delivered to your delivery address.

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When contacting us about a return please state the full order details in your written request for refund. Please include all of the following information to help us deal with your request speedily - 

 

• The date your order was placed

• The email address you used for the order

• The delivery address that the order was shipped to

• The name of the item being returned

• The quantity you are returning

• The price you paid for the item

• Your reason for returning the item

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On receipt of your return request we will contact you to arrange the next steps for returning the item. 

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**Please note**

**Any jewellery which is custom made/bespoke/made to order for your specific requirements is not refundable**

**Any earrings are non- refundable (unless they are faulty) for hygiene reasons**

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8.         Your rights to end the contract

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8.1       Your rights when you end the contract will depend on what you have bought, whether there is anything wrong with it, how we are performing and when you decide to end the contract:

8.1.1     If what you have bought is faulty or misdescribed you may have a legal right to end the contract (or to get the product repaired or replaced or a service re-performed or to get some or all of your money back), see clause 11;

 

8.1.2     If you want to end the contract because of something we have done or have told you we are going to do, see clause 8.2;

 

8.1.3     If you have just changed your mind about the product, see clause 8.3. You may be able to get a refund if you are within the cooling-off period, but this may be subject to deductions and you will have to pay the costs of return of any goods;

 

8.1.4     In all other cases (if we are not at fault and there is no right to change your mind), see clause 8.6.

 

8.2       If you are ending a contract for a reason set out at (1) to (5) below the contract will end immediately and we will refund you in full for any products which have not been provided. The reasons are:

 

8.2.1     We have told you about an upcoming change to the product or these terms which you do not agree to (see clause 6.2);

 

8.2.2     We have told you about an error in the price or description of the product you have ordered and you do not wish to proceed;

 

8.2.3     There is a risk that supply of the products may be significantly delayed because of events outside our control;

 

8.2.4     We have suspended supply of the products for technical reasons, or notify you we are going to suspend them for technical reasons, in each case for a period of more than 3 months; or

 

8.2.5     You have a legal right to end the contract because of something we have done wrong.

 

8.3       For most products bought online you have a legal right to change your mind within 14 days and receive a refund. These rights, under the Consumer Contracts Regulations 2013, are explained in more detail in these terms.

 

8.4       You do not have a right to change your mind in respect of:

 

8.4.1     Items made to your specifications or which are clearly personalised;

 

8.4.2     Services, once these have been completed, even if the cancellation period is still running;

 

8.4.3     Products sealed for health protection or hygiene purposes, once these have been unsealed after you receive them;

 

8.4.4     Sealed audio or sealed video recordings or sealed computer software, once these products are unsealed after you receive them; and

 

8.4.5     Any products which become mixed inseparably with other items after their delivery.

 

8.5       How long you have depends on what you have ordered and how it is delivered.

 

8.5.1     If you have bought services, you have 14 days after the day we contact you to confirm we accept your order. However, once we have completed the services you cannot change your mind, even if the period is still running. If you cancel after we have started the services, you must pay us for the services provided up until the time you tell us that you have changed your mind.

 

8.5.2     If you have bought goods, you have 14 days after the day you (or someone you nominate) receives the goods, unless:

 

8.5.2.1  Your goods are split into several deliveries over different days. In this case you have until 14 days after the day you receive the last delivery to change your mind about the goods.

 

8.5.2.2  Your goods are for regular delivery over a set period, you have until 14 days after the day you receive the first delivery of the goods.

 

8.6       Even if we are not at fault and you do not have a right to change your mind (see clause 8.1), you can still end the contract before it is completed, but you may have to pay us compensation. A contract for goods is completed when the product is delivered and paid for. A contract for services is completed when we have finished providing the services and you have paid for them. If you want to end a contract before it is completed where we are not at fault and you have not changed your mind, just contact us to let us know. The contract will end immediately and we will refund any sums paid by you for products not provided but we may deduct from that refund (or, if you have not made an advance payment, charge you) reasonable compensation for the net costs we will incur as a result of your ending the contract.

 

9.         How to end the contract with us (including if you have changed your mind)

 

9.1       To end the contract with us, please let us know by doing one of the following: 

 

9.1.1     Email: Email us at helen@helencrossjewellery.com Please provide your name, home address, details of the order and, where available, your phone number and email address.

 

9.1.2     Online: Complete the contact form on our website.

 

9.1.3     By post: Print off the contact form  and post it to us at C/O 8 Fiennes Road, Norwich, Norfolk NR7 0YP. Or simply write to us at that address, including details of what you bought, when you ordered or received it and your name and address.

 

9.2       If you end the contract for any reason after products have been dispatched to you or you have received them, you must return them to us.  You must either return the goods in person to where you bought them (stockists) or post them back to us at C/O 8 Fiennes Road, Norwich, Norfolk NR7 0YP. Please email us at helen@helencrossjewellery.com to arrange this. If you are exercising your right to change your mind you must send off the goods within 14 days of telling us you wish to end the contract.

 

9.3       We will pay the costs of return:

 

9.3.1     If the products are faulty or misdescribed;

 

9.3.2     If you are ending the contract because we have told you of an upcoming change to the product or these terms, an error in pricing or description, a delay in delivery due to events outside our control or because you have a legal right to do so as a result of something we have done wrong; 

 

In all other circumstances, you must pay the costs of return.  

 

9.4       If you are responsible for the costs of return and we are collecting the product from you, we will charge you the direct cost to us of collection.

 

9.5       We will refund you the price you paid for the products including delivery costs, by the method you used for payment. However, we may make deductions from the price, as described below.

 

9.6       If you are exercising your right to change your mind:

 

9.6.1     We may reduce your refund of the price (excluding delivery costs) to reflect any reduction in the value of the goods, if this has been caused by your handling them in a way which would not be permitted in a shop. If we refund you the price paid before we are able to inspect the goods and later discover you have handled them in an unacceptable way, you must pay us an appropriate amount.

 

9.6.2     The maximum refund for delivery costs will be the costs of delivery by the least expensive delivery method we offer. For example, if we offer delivery of a product within 3-5 days at one cost but you choose to have the product delivered within 24 hours at a higher cost, then we will only refund what you would have paid for the cheaper delivery option.

 

9.6.3     Where the product is a service, we may deduct from any refund an amount for the supply of the service for the period for which it was supplied, ending with the time when you told us you had changed your mind. The amount will be in proportion to what has been supplied, in comparison with the full coverage of the contract.

 

9.7       We will make any refunds due to you as soon as possible. If you are exercising your right to change your mind then:

 

9.7.1     If the products are goods, your refund will be made within 14 days from the day on which we receive the product back from you or, if earlier, the day on which you provide us with evidence that you have sent the product back to us, please obtain proof of postage for any items returned via Royal Mail and evidence of dispatch if using a courier service. For information about how to return a product to us, see clause 9.2.

 

9.7.2     In all other cases, your refund will be made within 14 days of your telling us you have changed your mind.

 

10.       Our rights to end the contract

 

10.1      We may end the contract for a product at any time by writing to you if:

 

10.1.1   You do not make any payment to us when it is due and you still do not make payment within 7 days of us reminding you that payment is due;

 

10.1.2   You do not, within a reasonable time of us asking for it, provide us with information that is necessary for us to provide the products;

 

10.1.3   You do not, within a reasonable time, allow us to deliver the products to you or collect them from us; or

 

10.1.4   You do not, within a reasonable time, allow us access to your premises to supply the services.

 

10.2      If we end the contract in the situations set out in clause 10.1 we will refund any money you have paid in advance for products we have not provided but we may deduct or charge you reasonable compensation for the net costs we will incur as a result of your breaking the contract.

 

10.3      We may write to you to let you know that we are going to stop providing the product. We will let you know at least 2 weeks in advance of our stopping the supply of the product and will refund any sums you have paid in advance for products which will not be provided.

 

11.       If there is a problem with the product

 

11.1      If you have any questions or complaints about the product, please contact us. You can email us at helen@helencrossjewellery.com or write to us C/O 8 Fiennes Road, Norwich, Norfolk NR7 0YP.

 

11.2      If you wish to exercise your legal rights to reject products you must either return them in person to where you bought them (stockists) or post them back to us. We will pay the costs of return postage. Please email us at helen@helencrossjewellery.com to arrange this.

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