Returns + Exchanges
If your jewellery or silverware is damaged in transit or faulty when it arrives you must notify us by email, Info@rachelelizabethwood.com within 7 days. Give your name, address, order number and information about the fault and whether you require a refund or a replacement. The Team will then contact you about the next stage in the return process.
Any items being returned must be sent back in their original unworn condition. Failure to do this will mean that Rachel is unable to accept returned goods. The Team will arrange a repair, replacement or gift certificate as appropriate. Refunds are solely at the discretion of REW.
In the interests of fraud prevention, your refund will be issued by the same method that you paid within 28 days of receipt of the return.
A parcel that is being returned is the customer's responsibility until it reaches REW and WE RECOMMEND that you insure against loss or damage in postage. We RECOMMEND Royal Mail Special Delivery service but please be aware that you have the correct level of insurance cover. If posting from outside of the United Kingdom, Airsure or International Signed For are recommended services. Please take care when packaging parcels up for returns. All we ask is that you make sure items are well packed so that they will be protected during transportation.
We only will accept returns from the person who bought the item. A proof and purchase and ID may be asked for
We will not offer a refund if:
The item has been damaged by trying to repair it yourselve or getting someone else to do it.
You change your mind after 7 days and no longer want an item.
If for whatever reason you are UNHAPPY with your item you can exchange it within 7 days. Bespoke items CAN NOT be EXCHANGED since they are made to order.