Lloyds Family Jewellery Returns

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Returns Policy

How to Return

Wrong Ring Size

Returns Exclusions

Returns Policy

If you are not completely happy with your purchase you may return it to us for a full refund or exchange, please note some items can not be cancelled (see exclusions below). The cooling off period in which you may make a cancelation is 30 days for jewellery and 14 days for watches. These periods start from the day you place your order and end up to 30 days after receiving your order. Once you have sent your request to cancel in writing, any goods already received must be returned within 14 days of notifying us.

Finance purchases; are limited to a 14 day refund period, after this point we offer exchanges for the remainder of your 30 day returns period. This is due to finance payments being under contract between the customer and the finance company: Omni Capital Retail Finance. Under the consumer credit act you have 14 days to withdraw from a credit or loan agreement.

The swing tag must not be broken/removed unless you plan to keep the item, returns are void on removal. Goods must be in their original condition.

Refunds are processed within 14 days of receiving goods back into stock, or within 14 days of you supplying evidence of having returned the goods (for example, a proof of postage receipt from the post office), whichever is the sooner. Please ensure you take good care of your item/s whilst in your care, we may seek compensation for lost value of goods which have been damaged, including missing gift boxes and other packaging. If your jewellery certificate is not returned with your order, please ensure it is destroyed.

How to Return

Simply tell us you would like to return your item within the cancelation time frame, all cancellations must be put in writing before returning goods; by email or post. We will reply to your request within 24 working hours. Once your return is accepted we will send you instructions and the return address. Please quote your order number and surname in any correspondence to enable us to deal with your enquiry quickly.

The cost of returns is paid by the customer, if your return is a result of a proven manufacturing defect, you may make a claim to have your postage refunded. It is the customers responsibility to ensure goods arrive back with us safely, please ensure the package is secure in a sealed parcel. We recommend returning items to us via Royal Mail Special Delivery, as it is safe, reliable and insured against loss. The average cost of this service is £7.25 insured up to £500. If your jewellery is valued over £500 a surcharge will be added by the post office. If your goods are lost in transit, it is the customers responsibility to make any necessary claims.

Wrong Ring Size

If you have ordered the wrong size ring you may return it to us for an exchange if your required size is available from stock, it is not our policy to specially order a second ring in the new ring size. In this case we will offer a re-size*. We charge for this service; the average cost of this is £25 which includes return postage, we may first need to inspect the ring for a quote. For information on returning your ring see 'How to return' above.

*Certain rings cannot be re-sized including full eternity rings, so please be sure of the ring size before placing your order. Rings can only be sized within reasonable parameters i.e. we may not be able to size a ring too much up or down as this may adversely affect the rings shape or settings.

Returns Exclusions

We are unable to accept cancellations or exchanges (within 30 days or thereafter) on specially ordered items which are listed below, we will confirm this with you before going ahead with your order:

• Full Eternity Rings
• Engraved jewellery
• Bespoke jewellery
• Rings below size J
• Ladies rings above size Q
• Gents rings above W
• Items modified by third party

Why we don't accept returns on these items

Please note that all items excluded from returns are still covered under our 12 month quality guarantee.

Eternity Rings: Eternity rings are much more difficult to manufacture than normal rings; the length of the band has to be manufactured to the exact required length, diamonds have to be carefully selected which are of equal shape, colour, clarity and size so that they sit together perfectly with no uneven spaces. With all this work and the sheer number of style options available in so many different ring sizes, each ring must be specially made to order just for you.

Also bear in mind that once made, eternity rings cannot be resized, please ensure that you are certain of your required ring size before placing your order.

Engraved Jewellery: As soon as engraving is done to a piece of jewellery, it is classed as bespoke and so we cannot offer refunds of exchanged on these items.

Bespoke Jewellery: We offer the ability to make an item of jewellery to customers own design and specifications, these bespoke items are one off pieces and cannot be returned.

Ring Sizes: Rings below size J, Ladies rings above size Q and Gents rings above size W are also specially made to order and therefor are excluded from being returned or exchanged, exceptions can sometimes be made with plain wedding bands which are kept in stock in many sizes.

Items modified by third party: Any item that has been modified by a third party individual not association with us cannot be returned for refund or exchange. Modifications may include, but are not limited to: ring sizing, engraving, stone changing, re-setting and plating as we can not be resposible for other jewellers work.