Returns

  1. Fleur Jewellery Limited is committed to providing our customers with the highest quality products and service. However, on rare occasions, products may be found to be faulty or defective. In such cases, we offer the returns facilities described below.
  2. All goods supplied by Fleur Jewellery are warranted to be generally free from defects in workmanship and materials and fit for the purpose for which such goods would normally be used. If you purchase goods in the course of your business, all other express or implied terms or warranties relating to the goods are excluded to the fullest extent permitted by law. Subject to this, however, goods are not tested or sold as being fit for any particular or for use under specific conditions, unless expressly agreed in writing. All services provided by Fleur Jewellery Limited will be provided with reasonable skill and care and within a reasonable period. If you purchase services in the course of your business, all other express or implied terms or warranties relating to the services are excluded to the fullest extent permitted by law.
  3. Subject to the right of consumers to return goods for refund under The Consumer Protection (Distance Selling) Regulations 2000. Fleur Jewellery Limited does not sell products on a trial basis. Customers are strongly advised to check suitability and specifications of products before ordering.
  4. In the event that Fleur Jewellery, at its discretion (unless the Consumer Protection (Distance Selling) Regulations apply), agrees to accept the return for credit of unwanted products, the goods must be returned within the guidelines of the Returns Policy.

How to return an item

It is our aim to make exchanges and refunds as easy as possible.

To return an item

The returns process is very simple. You have seven working days to contact our Customer Service Department to advise us of your wish to return an item and to request an authorisation number for the return. Once you receive this, you then have a further seven working days (from the day you get the number) to get the item and the authorisation number back to us by post. The authorisation number is very important as it helps us to track your return and items returned without this number will not be processed, so don't forget it!

You will have to pay for the postage costs of any items you return and should the return get lost in the post this is your responsibility. Therefore, we strongly advise that you preserve all evidence of your return and we highly recommend that you return anything to us by recorded delivery or by any other means that can provide proof of sending. Proof of postage documents must contain the address of the recipient (that's us!), the date of postage and the authorisation number that you received from our Customer Service department.

When returning an item through post we recommend that send all items by recorded delivery and that you obtain a proof of posting as we do not accept responsibility for items lost in the post.

We are not liable for any delays that are caused by the Royal Mail delivery service.

We do not give back the price you paid for postage for any items returned unless faulty or a dispatch error.

For your benefit and security in the event of a return we recommend that you send the goods by Royal Mail Special Delivery. You can collect a Special Delivery bag free of charge at your local Post Office. This will ensure proof of delivery and insurance of the goods whilst they are in transit. Simply enclose a note giving the reason for the return, wrap the package securely and send the package to our address: Fleur Jewellery Ltd, 1a High Street, Walton on Thames, Surrey KT12 1DG. Please remember to enclose a copy of your invoice. Alternatively enclose your name, address, e-mail contact or daytime telephone number. In the case of a defective product, please provide a full description of the fault and return the defective item in its original box.

Simply print off the returns form complete the relevant information, place the item you are returning, with the completed form, into a padded envelope, affix the returns address label and correct postage (you may wish to re-use the envelope your goods arrived in).

Send it to us using Royal Mail "Signed For" service, for items of higher value we would recommend Royal Mail "Special Delivery" service which offers full tracking and insurance. Costs of returning goods to Fleur Jewellery Limited are the responsibility of the customer. We do not accept responsibility for returned goods until they have been received by us.

All returns require Proof of Purchase; your order number can be found on your invoice/delivery note/confirmation email.

We endeavour to handle exchanges and refunds within 24hrs of receipt, although at busy exchange periods such as Christmas we may need slightly longer.

All exchanges are despatched using Royal Mail 1st Class "Signed For" service. Should your exchange be of an urgent nature, Royal Mail "Special Delivery" service can be purchased. In some instances it is quicker and easier to place a new order for the correct item and return the original item for refund.

Items can be returned to our Head Office which is our store at the following address:

Fleur Jewellery Ltd
1a High Street
Walton on Thames
Surrey
KT12 1DG

Please ring us on our helpline number below or email us if you have any queries about returns;

Tel: 01932 252280
Email: customerservice@fleurjewellery.com

Faulty or Damaged Items

If you are returning an item because of an error on our part or because it is defective, we will be happy to either replace the product or offer a refund for the value of the goods and postage returned upon receipt.* *If damaged in transit customer needs to notify us by 3pm the following day. If you need to return an unused item then you can do so within 14 days for an exchange or refund as required (this does not affect your statutory rights). Full details of how to return items will be sent with your order, or call 01932 252280 for advice. We promise to either refund or exchange any item, except earrings, within 18 days of the date of online purchase, unless items are damaged. We will not offer a refund on damaged items. We will also not offer a refund on sale items as they are heavily discounted for quick sale. We can accept items bought online to be returned in store as long as they are returned in perfect condition and with proof of purchase. We can offer an exchange, credit note or refund under the discretion of the director.

Incorrectly Ordered

We will accept the return of any item that has been incorrectly ordered by you provided that the products returned are in a resaleable condition. We will not be held responsible for the cost of postage for returned goods. All incorrect orders returned to us will be subject to a 10% restocking charge. Please note that jewellery made to order especially for you cannot be returned.

To return a gift

Cash refunds for a gift can only be made to the payment card used to purchase the goods.

Faulty or Damaged Items

If you are returning an item because of an error on our part or because it is defective, we will be happy to either replace the product or offer a refund for the value of the goods and postage returned upon receipt.*

*If damaged in transit customer needs to notify us by 3pm the following day.

Sale Items

We offer seasonal discounts to loyal customers via discount codes and we also reward customers that introduce a friend to our website. We also hold a January Sale and with regret there is no exchange or refund on sale items as they are discounted for quick sale.

Gift Vouchers

We can offer gift vouchers for any denomination and all of our gift vouchers are valid for twelve months from the date of issue.