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Refund policy

Returns
I hope you will love your jewellery as much as I enjoyed making it. Every possible care will be taken to ensure that your jewellery arrives safely, but if there has been damage caused in transit please contact me within 5 calendar days of receiving your order.
If you have changed your mind, then please contact me within 14 calendar days to organise the return and either a refund or replacement.

Notes:
  • To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. 
  • You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund. 
  • Return postage costs will only be refunded if the item was faulty or the incorrect item was sent
  • I will be unable to provide refunds or replacements where damage has been caused by accident, neglect or misuse
I strongly recommend that you use a tracked delivery for returns, as jewellery is only insured in transit when posted using Royal Mail’s Special Delivery service. Any other delivery method is at your own risk and I will be unable to refund items lost in transit where they are not insured in transit.

I regret that I cannot offer refunds on earrings for health and safety reasons or on items marked as seconds as they are sold with a described fault.

Custom or personalised orders or commissions may not be eligible for refund or exchange, please contact me before completing a purchase if uncertain.


REFUNDS (if applicable)
Once your return is received and inspected, I will send you an email to notify you that I have received your returned item. I will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

LATE OR MISSING REFUNDS (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us.

SALE ITEMS (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

EXCHANGES (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at cracklejewellery@gmail.com and send your item to: Crackle Jewellery, Box 110, Red Lion Street, Richmond upon Thames, TW91RB 


SHIPPING
To return your product, you should mail your product to: Crackle Jewellery, Box 110, Red Lion Street, Richmond upon Thames, TW91RB 


Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

GIFT CARDS

For orders where a refund is deemed acceptable, and has been placed using a digital gift card, we will refund the amount of the item back into the same gift card used. We will not exchange the refund to be cash or digital payment other than the gift card.