Cancellation, Returns & Exchanges

We hope you will be absolutely delighted with your jewellery. If for any reason you are not entirely satisfied with your purchase, we are happy to offer an exchange or a credit note within 30 days of purchase, in keeping with UK law.

Alternatively, we will refund a sale made through this website if it is cancelled within 14 days of purchase and returned unworn, in perfect condition, and in its original packaging within 14 working days of your cancellation notification. If your order arrives back with us later than 14 working days, we can only offer an exchange or credit note.

All sales are final for any items purchased at a discounted rate and no exchanges or refunds will be made on discounted items.

Purchases exempt from both the refund and exchange policies, unless they are structurally faulty, are:

• Customised pieces (i.e. resized rings, custom chain lengths, engraved jewellery etc)
• Made to order pieces
• Commissioned pieces (bespoke)
• Sales pieces

Please contact vonwjewellery@gmail.com for the return details, add your order number to the subject line and post back the item in its original packaging via Royal Mail Special delivery, ensure adequate insurance cover for the item and include the original delivery slip or order number with your contact details. In the interests of fraud prevention, your refund will be issued by the same method by which you paid.

  

UK returns

To return an online purchase, please contact vonwjewellery@gmail.com for further details. Please include your order number in the subject line of the email.

VON W FINE JEWELLERY does not accept any responsibility for any items lost, stolen or damaged in transit. These responsibilities are those of the customer. We recommend that UK items be sent by adequately insured special delivery, and international items be sent using a secure and swift fully tracked service. Please note that the cost of shipping is not refundable. In the interests of fraud prevention, your refund will be issued by the same method by which you paid.

If an item has been purchased with free shipping and is then returned for refund, the shipping charge will be deducted from the refund total. This applies to a refund only, rather than an exchange.

In the interests of fraud prevention, your refund will be issued by the same method by which you paid within 7 days of receipt of the return.

 

Worldwide returns 

If you are not based in the UK and would like to return an order, you need to notify us within 14 days of receiving your order. You as the customer will be responsible for any customs charges due on the item for it to be returned to the UK. These charges will be deducted from the refund due. International customs duties and sales taxes are non-refundable for shipments outside the UK. VON W FINE JEWELLERY does not accept any responsibility for any items lost, stolen or damaged in transit. These responsibilities are those of the customer. Please return via a trackable, fully insured service to ensure your parcel is returned within our 14 day refund policy. You will then be refunded the final amount within 14 days of us receiving the intact, unworn goods.

Please note that a customs declaration form will be required on shipping from outside the UK. The goods will need to be correctly detailed as ‘RETURNED BRITISH GOODS’ in order to ensure that no additional customs fees are incurred on re-import to the UK. In the instance that an item is incorrectly marked and a customs fee is incurred, this may be passed onto the customer. This may also delay the returns process.