Exchanges & Refunds
Exchanges and Returns Policy
Extended Christmas Returns
We hope you love your purchase from The Jewel Hut. However, if you are unhappy with your purchase, or it does not meet your requirements, you can return it to us. We offer free UK returns.
Items must be returned in their original condition and packaging, within 30 days of the date you received it. We can offer an exchange or full refund for the price you paid.
If you are returning a product to us because it is incorrect, we will only refund your postage costs if the item is wrong through an error on our part and not if the product was wrongly ordered by yourself.
This refunds policy does not affect your statutory rights.
Extended Christmas Returns - Any item purchased between 1st Novemer - 24th December can be returned until the 31st January 2019
Please note: This returns and exchanges policy only relates to internet purchases and does not apply to purchases made in store.
+ How to return or exchange an item?
Please return items by Royal Mail to The Jewel Hut’s Head Office at the following address:
The Jewel Hut,
West Midlands Merchants,
To enable us to process your return more efficiently, please fill out the return form below. Pease explain whether you want an exchange or refund, the reason for returning, and remember to include your order number and personal contact details:
You can access our Royal Mail free returns portal below to download your returns label and find your nearest post office:
If you don’t have access to a printer, there may be a printing service at your local Royal Mail Delivery Offices. Or you can also use a QR code and drop your parcel off at a delivery depot.
When we receive a product returned to us for refund and are satisfied with its condition and the reason for return, we will process your refund for the full amount that was paid for the item using the same form of payment and account originally used for the purchase.
Please note: if you return an exchanged item for a refund then we reserve the right to charge an administration fee of £10 to cover our extra postage costs.
Please note: our free returns policy applies to the UK only.
+ Return Policy FAQs
Is it essential to fill out a returns form?
We strongly recommend that you fill out a return form. Please note if an item is returned without a return form then we may contact you by phone or email to ascertain the reason for return. If we do not hear back from you within 30 days we reserve the right to either return the item to you or, if the item qualifies, process a refund minus a £10 administration fee.
Which service should I use to return an item?
We recommend that you return items via an insured and traceable method, such as Royal Mail Recorded or Special Delivery. Please remember to get a proof of postage receipt. Please note that we cannot be held liable for any items which go missing in the post and do not reach us. If you use Royal Mail Recorded or Special Delivery you can check if we have received your parcel using the Royal Mail website's track and trace.
How long will it take for my refund to be processed?
Please allow up to 5 working days after receipt for all refunds and exchanges to be processed. If you have not received your refund within 7 working days of us receiving your product, please contact us on 01562 312 225 for assistance.
Is it free to return items purchased online?
We offer free UK returns on items purchased online. Please note if you're returning an order to us from outside the UK, the free returns policy does not apply.
How do I get a returns postal label?
You can visit Royal Mail to download your returns label and find your nearest Post Office. If you don’t have access to a printer, there may be a printing service at your local Royal Mail Delivery Offices. Or you can also use a QR code and drop your parcel off at a delivery depot.
How long after my purchase can I return an item?
Please make sure you return your item(s) within 30 days of your purchase.
If items are returned after this time we are within our rights to refuse a refund but may be willing to offer an exchange, subject to the item being in pristine condition. Items must be returned with all booklets, guarantees and product tags etc.
What if my product is damaged or faulty?
In the unlikely event that you receive a product that is damaged or not the one you ordered then you can return it to us free of charge for an exchange or a full refund within 30 days of receiving it. If your product develops a fault within a short period from receipt then you can return it to us and, if we find it to be faulty, we can exchange it for you. If, however, the fault is due to excessive wear or accidental damage you will not be eligible for an exchange. Please note we cannot make any concrete promises to exchange an item until we have seen and assessed the item.
Can I return earrings?
Due to hygiene reasons we cannot accept the return of earrings for pierced ears unless they are faulty.
What if I want to return an item purchased through a cashback site?
Items purchased via cashback websites may be returned within the same 30 day period, but cashback will not be paid on these orders.
Can I get a refund on personalised or engraved jewellery
Unless faulty, we cannot accept the return of jewellery that has been worn, personalised or adjusted - this includes jewellery that has been personalised using The Jewel Hut's engraving service. We can offer a 50% refund on engraved jewellery pieces in some circumstances. Please note that you, the customer, are responsible for providing an accurate and correctly spelled message for us to engrave.
What if I receive a free gift with my purchase?
If you want to return an item that came with a free gift, you must return your free gift with that item.
+ Exchange Policy FAQs
We will happily exchange your item as long as it is returned in pristine condition and satisfies the criteria for returning an item as outlined in our Returns Policy above.
How to exchange an item
Follow the same procedure outlined in our returns policy. Please fill out the return form and tell us which item you would like to exchange it for along with relevant contact details, should we need to contact you.
What happens if there is a difference in price?
If there is any extra charge to pay, we will contact you so that payment can be made over the phone.
If there is a partial refund due then this will be credited back onto the card you used for the original transaction.
Is there an administration fee?
If you are exchanging for an item of lower value then we reserve the right to add a £10 administration fee to the price of the replacement item. If this is the case, we shall contact you to inform you of this.
Can’t find what you’re looking for?
Speak to our friendly customer service team:
Tel: +44 (0)1562 312 225