Returns & Refunds
STANDARD RETURNS POLICY
All items are made to order so no refunds are possible as we don’t hold stock and each item is made at the time of ordering.
All items that are made to order (which includes an item that has been made to a persons ring size or a specific chain length, engraving etc) are not eligible for a refund as they are all made to order. If for some reason you aren't happy with your purchase we will do our best to resolve the problem by remaking the item if it’s faulty for any reason.
If you need to send an item back for a remake for any reason it’s really simple. We only ask you make sure that you get a reference number from the post office. A reference number is free and will help us track any items that may get lost in the post on their way back to us.
UK Jewellery Design Lab Ltd, Anna Lou of London , Half Mile, Taggs Island, Hampton, TW122HA
We recommend you use a recorded delivery service for your own protection. You will be responsible for the postage fees to return the goods unless the item is faulty or was delivered to you by mistake. We cannot accept liability for an item lost or damaged in transit. This returns policy does not affect your statutory rights.
Exchanged items can only be dispatched after the returned goods have been received and undergone a quality control check.
Exchanges received outside of the above stated time scales are also subject to product availability and the customer will incur any shipping costs for such exchanges. Any further returns of exchanged items outside the stated time scales will again be at the customers cost for shipping and refunded only by a ‘credit note’.
PLEASE NOTE : AS THESE ITEMS ARE HANDMADE THEIR MAY BE SOME VERY SLIGHT DIFFERENCES WITHIN COLOUR AND SHAPES OF INDIVIDUAL PRODUCTS.
We will not accept return of any non-faulty items that have been worn. For reasons of health and hygiene, earrings for pierced ears cannot be exchanged or refunded under any circumstances. This does not affect your statutory rights.
In the event of any failure to return any goods to us within the stipulated time limits, even though validly cancelled, we shall have the right to charge any costs of recovery of the goods.
Please be aware that international customs duties and sales taxes are NOT refunded for shipments outside the European Community (EU).
IF YOU WISH TO RETURN FAULTY GOODS
Faulty items will only be accepted if the goods are delivered to the customer damaged or there is a subsequent manufacturing fault within a period of 6 months after delivery. All items returned as faulty will be inspected and any items deemed to subject to fair wear and tear will not be accepted.
Where possible items may be repaired on request but only where such items are deemed faulty and repairable. Repairs do not come with any guarantees.
As previously stated, international customs duties and sales taxes are non- refundable for shipments outside the European Community (EU).
In special circumstances, you can request an Anna Lou of London ‘credit note’ that can be used against future purchases at Anna Lou of London.
For further information you can contact Anna who handles all the customer service and she will be happy to talk you through the procedure; simply call, text, WhatsApp on: 07738470156 , or use the live chat, or send an instagram message. Alternatively you can email firstname.lastname@example.org