Refund Policy
including returns & cancellations

I generally deal with any returns/refunds on an individual basis. I take pride in each piece of my handcrafted jewellery and I want you to be delighted when you receive it. If you are not fully satisfied when your item arrives, please email me so that I can try to assist you as much as possible with a view to favourably resolving the situation. Please provide a reason for your return so that I can try to provide the best possible service to you.

As each piece of jewellery is fully described and photographed, I request that you email me if you have any questions before placing an order.

Under current regulations, consumers have a 14 day period from the anticipated date of receipt in which to notify me that you wish to cancel/return your order. Once you have notified me within this timeframe, you have a further 14 days in which to return the jewellery purchased to me. I will have a further 14 days thereafter to inspect the item you return to me and issue a refund if it is deemed appropriate. Any items or enquiries received outside of this timeframe will be assessed at my discretion. Any jewellery you are returning must be unworn, undamaged and in its original packaging.

If you have received an item you believe is faulty, please contact me by email to discuss the options of repair, replacement or a refund.

I package items with great care so that your handmade jewellery arrives with you in the perfect condition it leaves my studio. However, things can happen in transit that are beyond my control.  In the case of damage having occurred in transit, please keep all packaging and the item until advised by me what to do as photographs or inspection of the damage may be required by me or any carrier involved as evidence in order to bring a resolution. If you do not keep the item and original packaging intact, reimbursement may not be possible.

I reserve the right to deduct funds from any refund where there is evidence of wear and damage or mishandling/misuse.

Any shipping costs will not be eligible for refund. 

Please be mindful that once jewellery items are paid for in full and received by you, they become your property, so responsibility for them during any return transit is yours. Please therefore use Royal Mail Special Delivery to return any items. International orders must be sent tracked and insured. 

Items not eligible for return:  Earrings and custom made, bespoke or personalised items will not be considered for return unless faulty or by agreement (see above). 

Cancellations

If for any reason you would like to cancel your order, please email me and I will let you know the status of your order. If your item has already been despatched, I may accept a return and provide a refund (see Returns/Refunds above for further details) although any shipping charges will not be refunded.

If you have paid a deposit for an item and you do not pay in full for the handmade jewellery once it has been completed, the item will be held for a period of 3 months after which time the deposit will be retained as well as the item of jewellery for re-sale and our contract will be deemed as terminated. Any materials provided by you for this piece will be retained by I Love Dolly.

Any materials provided for a commissioned piece of jewellery become the property of I Love Dolly if the jewellery piece is not paid for in full. If a refund or exchange is requested on a commissioned piece of jewellery where, for example, a gemstone or sea glass has been provided by the customer, this gemstone or sea glass is not subject to return, i.e. the jewellery will not be dismantled to return it to you.

Customer Service: info@ilovedollyjewellery.co.uk or please use the Contact Form.