REFUNDS & RETURNS
Our Refund Policy:
If you are not 100% happy with your item please emails us at: louise@loupjewels.com and request a refund within 21days of receiving your item. Items must be posted within 3 working days of the notification.
Due to the nature of these items, unless they arrive with you damaged or defective, I can not accept returns for:
-
Custom or personalised orders (i.e. items that have been converted, made for you, or re-sized)
-
Earrings (for health/hygiene reasons)
- Certifications
For items under £2,500 we will send you a pre-paid returns label to use to return your parcel at a Post Office. The cost of the returns label (£6) will be deducted from your refund.
For items over £2,500 we will organise a specialist courier to collect and there is a charge of £45 (taken from your original purchase price) for this.
If you choose to return an item yourself, please use an insured Special Delivery service or similar, and ensure that you receive proof of postage and tracking. We are not responsible for any returned items that you have sent yourself that get lost in transit, and no refund will be supplied for items that do not arrive.
International Returns Postage:
Overseas customers are responsible for the full cost of returning items, including postage, fees and duty, and we recommend using an insured service. Items returning from overseas are the responsibility of the customer until they reach us and we can not be held responsible for items lost in transit, customs or other delays.
Refunds:
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.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your original method of payment, within 7 days.
Sale items:
Only regular priced items may be refunded, unfortunately sale items cannot be refunded. An exchange or store credit will be offered.
If your piece of jewellery develops a fault:
Most of our pieces of jewellery are pre-loved and some are hundreds of years old. Therefore (unless stated it is a new item) they all have reasonable signs of wear and use. Any major faults or defects will be shown in photographs or the description, and items are bought as described.
If an item develops a fault that is above and beyond described in the product description, you have 6 months from the purchase date to return it for a repair. The repair work will be free but there may be a charge for materials, depending on the extent of the damage or loss. Repair timelines will be quoted for on a case by case basis.
We are not responsible for the cost of repairs that are judged by our jeweller to be due to lack of care or if wear and cleaning instructions have not been followed (see care guidelines here).
After 6 months, we will still repair your jewellery is there is an issue, but there will be a charge for the work and materials.
We will not offer free repairs on any item where repair, re-sizing or other work has been done by another jeweller, but we will quote for the work if desired.
In all cases please email louise@loupjewels.com to ascertain your next steps.
Late or missing refunds:
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at louise@loupjewels.com