We know you will enjoy receiving your order every bit as much as we have enjoyed sending your carefully chosen items. If in the rare chance you receive your order and it is not as expected, we offer you the peace of mind of returning any stock item or order purchased from us for a refund, credit or exchange within 14 days of purchase. This however does not apply to our watch range. Please speak to one of our sales advisors for further details. We request that you follow the steps below for a smooth and efficient return.

1) Please ensure that all returns are notified to us by telephone on 020 8470 1221 and a pre-authorised returns reference number given to you at time of such notification be quoted with the returned product(s).

2) Returning the sales receipt or a copy of the receipt would ensure that your items are tracked and traced easily.

3) Please ensure that the returned goods are in saleable condition and returned in its original packaging with the security/barcode tag intact and attached securely to the product. "Saleable" means that there are no scratches, marks, or blemishes on the item; there are no signs of wear on the product, the tags, or the case; and the product must not have been sized or altered in any way. We cannot accept a return of any item with any indication that it has been used.

4) Please remember that it will be your responsibility that the items arrive back safely, therefore we recommend that for a secure delivery the best method is by using Royal Mail Special Delivery service and insured for the value of the goods. We can not be responsible for any loss or damage to goods in transit and unfortunately, no refunds will be allowed for goods returned in a damaged or otherwise un-saleable condition.

5) Goods specifically manufactured or engraved to customers’ own specification(s) will not be refunded unless we have made a mistake, when we will either refund or replace the same product or a product of equal value. For diamond set and patterened wedding rings that have been manufactured correctly to the customer's own specification but still needs to be remade or resized will be done so at an additional charge of £45 including postage and packing costs. For plain wedding rings we offer a 14 day free money back guarantee and free exchange, we charge £5 for postage and packing.

6) Charm bracelets specially designed to customer's own specification and correctly made, will incur a charge of £10 for fitting charges if returned for a refund.

7) Subject to the above, gift recipients are entitled to a non-refundable merchandise credit.

8) Please follow the instructions included with your package for a product being returned for refund or exchange.

9) Shipping and insurance costs are not refundable.  The cost of return postage to PureJewels for the goods and the gift item would be customers’ responsibility and must be returned in its original packaging, in a sellable condition and the PureJewels returns policy would apply. Any damage to the goods or the gift item would not be accepted for refund and will be returned to the customer upon PureJewels receiving the cost of return postage to cover the cost of returning the goods to the customer.

10) Goods once exchanged or resized cannot be refunded. Please contact us on 020 8470 1221 for more information.

11) All refunds will be processed within 10 - 14 days upon receipt of goods.

We cannot accept returns/exchanges of pierced jewellery for hygiene reasons.

If you have any further questions relating to returning a product, please do not hesitate to contact any member of the PureJewels team and we will be delighted to help.