OVERVIEW 

I really hope you love your handmade jewellery purchase.

Should you discover a problem with your order, please get in touch via the contact page or email kate@factoryfloorjewels.com.

My refund and returns policy lasts 30 days if an item is faulty, and you have 14 days if you change your mind and want to request a refund. If 30 days have passed since your purchase, I won’t be able to offer you a full refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

For hygiene reasons pierced ear earrings cannot be returned unless they are faulty.

To complete your return, I will require a receipt or proof of purchase.

 

Refunds and Exchanges

I am happy to offer an exchange on all items if you change your mind about your purchase within 14 days of placing the order. As the buyer you are responsible for the return postage and for packaging the item safely.

If an item is faulty, you may request a refund or exchange if you contact me within 7 days of receiving the item and return it within 14 days.

Any refunds agreed will be processed to your credit card or original method of payment, within 14 days of us receiving the faulty item back. Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund or exchange request.

After 30 days no refund or exchange can be offered, however if you can provide proof that the item was faulty on receipt or has become faulty without reason to believe it wasn’t handled with appropriate care, I am happy to consider repairing the item.  The best way forward would be to send photos and start an email conversation with me.

 

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to the purchaser to give to you later, we will send a refund to the gift giver and they will find out about your return.

 

Shipping returns

If returning an item for refund or exchange, you will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

 

 

Need more help or have questions?

Please contact kate@factoryfloorjewels.com for questions related to refunds and returns.