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If for any reason you wish to cancel your order before we ship it to you, just call us on 01273 722 110 or email firstname.lastname@example.org as soon as you can.
We offer a 14 day free returns policy on most items within the UK - that's super nice of us, right? And yes, it costs us money to do this BUT we are so confident you'll love your jewellery that you wouldn't want to return it, so we are willing to take the chance!
Of course you might discover it's not quite for you, doesn't fit how you thought it would, or you simply realised you couldn't afford to buy THAT amazing gold bracelet THIS month after all. In which case, you are welcome to return it to us.
On receipt of your returned order we will refund the price of your jewellery plus any delivery costs you paid to sent it back to us, providing you use Royal Mail recorded post or Special Delivery - just make sure you include a receipt for your postage in the parcel.
Most importantly, please note we are not able to refund your return postage costs if you have not contacted us in advance to notify us that your item is being returned.
Free returns including refunded postage is not available on reduced price, sale or promotional items, items where a discount code has been used, or on international orders.
Free Returns only apply to full priced items from our workshop stock. You are sill welcome to return sale items and discounted pieces of course, we just won't be refunding your postage.
I'm afraid we can't accept returns of personalised jewellery or bespoke pieces. We do our very best to make it as clear as possible in our photographs, and with the dimensions listed and measurements stated online, what you're going to receive, and then we engrave it for you to your specifications. Unless of course we didn't copy your message exactly as you stated in your order, then of course it's our fault and you are entitled to a full refund.
Unwanted items returned for a refund or exchange must be returned as new - that means unworn and in the original nice box you received it in. Please don't wear it to a party, smother it in perfume, then send it back after a heavy weekend - we can always tell...(and yes this has happened several times, and yes, it's embarrassing for everyone.)
You are welcome to exchange your jewellery within 14 days of receipt if you find it doesn't quite fit and you need a different size. In this case we can exchange your item but we can't refund your postage, and will have to charge you the cost to post the replacement to you.
Although we offer free delivery on most of our orders, this isn't the case for exchanged jewellery just in case it has to be resized or or exchanged several times before you are happy with it.
In the very unlikely event that your jewellery requires some sort of repair, Scarlett offer a six month guarantee from date of purchase and will repair free of charge or replace your item during this time. This guarantee excludes general wear and tear or misuse, for example if a bracelet or necklace catches on a door handle or gets yanked heavily and the bracelet clasp or necklace chain bends and breaks. Our jewellery is made to last but it will still break if not treated right.
We will of course happily repair a broken clasp for you any time - catching bracelets on door handles is a remarkably common reason for a fault developing, and easy for us to fix.
We also cannot guarantee your jewellery won't tarnish as this can naturally happen to silver and gold. We will happily give your jewellery a free clean for you if this happens, but cannot accept returns on tarnished jewellery out of our 14 day policy.
In the case of leather bracelets, please don't wear them swimming, showering and in the bath or washing up if you want them to last a long time. Leather is a natural product and it doesn't like being submerged in water. You wouldn't do it to a vintage biker jacket so please, please don't do it to our lovely, stitched Italian leather bracelets. Exposure to water can also cause the clasps to become loose over time.
Our Mojos and Traveller Charm leather bracelets have all been designed so the beads and charms can easily be added and removed - this does mean without care they can fall off when you're fastening your bracelet, so it's best to get help fastening them where possible. We can supply silicone 'stoppers' for these bracelets which help the beads to stay on - get in touch for details.
After the six month guarantee period we can still repair your jewellery for a nominal fee, including postage costs. Things like our charm rings that have moving parts do wear over time and need a slight service every year or so keep from losing the heart -this depends on how often you wear it of course. Get in touch for a quote on your jewellery - we don't profit from repair like this, it just matters to us that you can keep on enjoying it. Of course we only undertake repairs on items made by Scarlett.
For reasons of health and hygiene earrings cannot be returned or exchanged unless faulty - this is standard for all jewellers. We also cannot accept returns or exchanges on custom sized jewellery, engraved or personalised items, or pieces made specifically for you, unless of course an error has been made by Scarlett. We are also unable to refund gift vouchers.
1. You can request a return through your Scarlett online account, alternatively please call us on 01273 722 110 if you wish to process your return offline.
2. Securely pack your order in its original packaging. Please include your original order number, returns number and contact details.
3. Send your package via Royal Mail with adequate insurance (we recommend Special Delivery). You need to obtain proof of posting as Scarlett is not responsible for damage or loss in transit. Our returns address is:
Scarlett, 5a St Johns Place, Off First Avenue, Hove, BN3 2FJ
These terms do not affect your consumer statutory rights.
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