Refund policy

RETURNS AND REFUNDS POLICY

We want you to love your Agnes and Simon jewellery. If you are not completely satisfied with your purchase please contact us at contact@agnesandsimon.co.uk and we will do our best to help.

YOUR RIGHT TO RETURN

You have 30 days from the date of receiving your order to request a return. This exceeds the 14-day statutory right of withdrawal for UK and EU consumers under the Consumer Contracts Regulations 2013. Items must be returned in their original unused condition and original packaging with proof of purchase.

NON-RETURNABLE ITEMS

The following items cannot be returned:

  • Personalised or custom made to order items created specifically for you
  • Earrings which have been unsealed or removed from their original packaging for hygiene reasons

These exclusions are permitted under the Consumer Contracts Regulations 2013. Your statutory rights in relation to faulty or misdescribed goods are not affected.

HOW TO REQUEST A RETURN

  • Contact us at contact@agnesandsimon.co.uk within 30 days of receiving your order
  • Include your order number and reason for return
  • We will confirm your return request and provide return instructions
  • Return your item via a trackable postal service — return shipping is at your cost
  • We recommend keeping proof of postage as we cannot be responsible for items lost in return transit

REFUNDS

Once we receive and inspect your return, refunds are processed within 5 working days to your original payment method. Please allow additional time for your bank or payment provider to process the refund.

The following deductions apply:

  • UK orders over £30 — £5.00 flat deduction to cover original outbound shipping
  • UK orders under £30 — original shipping cost is non-refundable
  • International orders — £20.00 flat deduction to cover original outbound shipping

FAULTY OR DAMAGED ITEMS

If your item arrives damaged or faulty please contact us at contact@agnesandsimon.co.uk within 48 hours of receiving your order. Please include your order number and clear photographs of the damage. We will offer a replacement or full refund including return shipping costs at no charge to you. Your statutory rights under the Consumer Rights Act 2015 are not affected.

LOST OR UNDELIVERED ORDERS

If your order has not arrived within the expected delivery timeframe please contact us at contact@agnesandsimon.co.uk and we will investigate with Royal Mail on your behalf.