Refund policy
Returns Policy
Each piece of Issi O Jewellery is thoughtfully handmade, often to order or specially for you. I want you to be happy with your purchase, so please read the following information before placing an order.
Ready-to-Wear Jewellery – Online Orders
If you purchase ready-to-wear jewellery online, you have 14 days from receiving your order to notify me that you wish to cancel, without giving a reason. You then have a further 14 days to return the item.
Items should be returned in their original condition and packaging where possible. You may handle and try on jewellery as you would in a shop. If an item has been handled beyond what is necessary to establish its nature, characteristics and fit, a deduction may be made for any resulting loss in value where permitted by law.
Unless the item is faulty or incorrectly supplied, you are responsible for return postage. I recommend using Royal Mail Special Delivery or another tracked and insured service appropriate for the value of your jewellery.
Refunds will be processed within the timeframe required by law.
Bespoke and Made-to-Order Jewellery
Bespoke, personalised and made-to-order jewellery is created especially for you. Where a piece is made to your specifications or clearly personalised, the usual 14-day cancellation right does not apply, provided the legal exemption is met.
Rings made to your specific size and jewellery created by remodelling your existing pieces may also fall within this category, depending on the circumstances.
If you have any questions or concerns about your commission, please contact me. I am always happy to discuss these with you.
Deposits and payments for bespoke commissions are subject to the agreed terms and conditions. This does not affect your statutory rights if an item is faulty or not as described.
Earrings and Hygiene
For hygiene reasons, I may be unable to accept returns of certain sealed earrings if the seal has been broken and the goods are unsuitable for return for health protection or hygiene reasons. This exception only applies where the relevant legal requirements are met.
Your statutory rights remain unaffected.
Purchases at Markets and Events
For ready-to-wear jewellery purchased in person at a market or event, I do not offer refunds simply because you have changed your mind.
However, different cancellation rights may apply to certain purchases made away from business premises. Nothing in this policy limits your statutory rights.
Faulty, Damaged or Incorrect Items
If your jewellery arrives damaged, is faulty or is not as described, please contact me at hi@issiojewellery.com as soon as possible, including your order details and photographs where helpful.
I will work with you to resolve the issue in accordance with your statutory rights. Depending on the circumstances, this may include a repair, replacement or refund.
Where required by law, reasonable return costs for faulty or incorrectly supplied items will be covered by me.
How to Request a Return
Please email hi@issiojewellery.com before returning an item so I can confirm the appropriate arrangements.
Please use a tracked and insured delivery service suitable for the value of your jewellery. You are responsible for ensuring that an item is adequately packaged and sent using an appropriate service. Your statutory rights are not affected by this recommendation.
If you have any questions before or after placing an order, please get in touch. I’m always happy to help and want you to feel confident in your purchase.
Issi O Jewellery