Refund policy

At Heather & Stone Jewellery, we want you to be delighted with your jewellery. We take great care in selecting, making and packaging our pieces, but understand that sometimes a purchase may not be quite right.

Returns & Cancellations

If you change your mind about an online purchase, you have the right to cancel your order within 14 days of receiving your jewellery, provided it is eligible for cancellation.

Please contact us at heatherandstonejewelley@gmail.com within 14 days of receiving your order to let us know you wish to cancel.

You then have a further 14 days to return your jewellery.

Please return items carefully packaged, preferably in their original packaging, to help protect them during transit.

You may inspect and try on eligible jewellery as you would in a shop. However, we may make a deduction from your refund if the jewellery has been handled beyond what is necessary to establish its nature, characteristics and suitability, resulting in diminished value.

Earrings & Hygiene

For hygiene reasons, earrings supplied in sealed packaging cannot be returned following a change of mind if the hygiene seal has been broken after delivery.

This does not affect your statutory rights if an item is faulty, damaged or not as described.

Personalised & Made-to-Order Jewellery

Jewellery made to your individual specifications or clearly personalised may be exempt from the statutory 14-day cancellation right.

However, jewellery is not automatically exempt simply because it is handmade, made after ordering or offered in a standard size.

If you are unsure whether an item can be returned, please contact us before purchasing.

Your statutory rights concerning faulty or incorrectly described goods are unaffected.

Return Postage

For change-of-mind returns, customers are responsible for the cost of returning their jewellery.

We recommend using a tracked postal service and retaining proof of postage.

If an item is faulty, damaged or incorrect, please contact us so we can arrange an appropriate remedy, including reasonable return postage where applicable.

Refunds

Once your return has been received and inspected, we will process any refund due.

For eligible cancellations, refunds include the original standard delivery charge, where applicable. Additional charges for upgraded delivery services are not refundable.

Refunds will be made to your original payment method within 14 days of receiving the returned goods, or receiving evidence that they have been sent back, whichever is earlier.

Faulty or Incorrect Items

If your jewellery arrives damaged, faulty or incorrect, please contact us as soon as possible at heatherandstonejewelley@gmail.com, ideally including photographs and your order number.

We will work with you to resolve the issue promptly.

Under the Consumer Rights Act 2015, customers have statutory rights concerning faulty goods, including a short-term right to reject qualifying faulty goods within 30 days and further remedies where applicable.

These rights are not limited by our change-of-mind returns policy.

Natural Gemstones & Handmade Jewellery

Many of our pieces feature natural gemstones and handcrafted details.

Small variations in gemstone colour, pattern, inclusions and handmade finishes are part of their individual character and do not necessarily indicate a fault.

We always aim to represent our jewellery accurately in our photographs and descriptions.

Contact Us

If you have any questions about a return, please contact:

Heather and Stone Jewellery
Email: heatherandstonejewelley@gmail.com
Hutton-le-Hole, North York Moors, North Yorkshire

Please contact us before posting a return so we can provide the appropriate return instructions and postal address.

Your statutory consumer rights are not affected by this policy.