Returns

Updated 26/12/22

We pride ourselves on the quality of our jewellery & gifts and excellence in Customer Service, therefore we want you to be completely satisfied with your purchase. If however, in the rare occasion you are not completely satisfied with the goods for any reason you may return them, unworn/unused within 28 days and we’ll exchange them or refund your money.

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 with original labels intact if applicable.

Cooling Off Period for online purchases.

When you order from us online, you are entitled to a cooling off period when you can return your goods without any penalty as long as the goods are in unworn condition, with all original packaging & for pierced items returned in their original sealed packaging. Our cooling off period is 14 days, which includes any statutory cooling off period.

This period starts the day the contract is agreed (i.e. you receive an email from us saying we have despatched your order) and ends 14 days after the day following delivery of the goods.

Certain items are excluded from the cooling off period guarantee, unless we are at fault. These include & are not limited to, personalised or engraved items, earrings that have been opened/seal broken, soaps, cosmetics & toiletries, custom orders & alterations.

Items returned in this period will be refunded in full, excluding return postage costs.

How to return items using this clause:

Contact us in writing or via email to inform us of you intention to return. Please include your order number (found on your email receipt), which items you are returning and your address used to purchase the item(s).

Package item(s) securely making sure to include any gift boxes & any free gifts or extras included.

Return the parcel to us.

We will contact you on receipt of the goods to be refunded & issue your refund via your original payment method once we have checked your return.

To complete your return, please email Timstinch@twelvesilvertrees.com

There are certain situations where only partial refunds are granted:
Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
Any item that is returned more than 28 days after delivery

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 credit card or original method of payment, within 3 days.

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 Timstinch@twelvesilvertrees.com

Sale items
Only regular priced items may be refunded, unfortunately sale items cannot be refunded unless pre-approved to do so. Please contact us to arrange.

Exchanges
We only replace items if they are defective or damaged.  If you need to exchange it for the same item, send us an email at Hello@twelvesilvertrees.com and send your item to: Tim Stinchcombe-Twelvetree, Twelve silver Trees Ltd, 20 Hurst Road, Earl Shilton, Leicestershire, LE9 7FG, UK

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 themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.
 
Shipping
To return your product, you should mail your product to: Tim Stinchcombe-Twelvetree, Twelve silver Trees Ltd, 20 Hurst Road, Earl Shilton, Leicestershire, LE9 7FG, UK

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 shipping an item over £30, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

International Returns

To arrange a return please email Timstinch@twelvesilvertrees.com quoting your order number, name, address, telephone number, details of the product, the reason for return and whether you require a refund or replacement.

Please take care if a customs declaration form is required, to correctly mark the goods as a 'Returned Item'. This will ensure that no additional customs fees are incurred. In the instance that a item is incorrectly marked and a customs fee is incurred, this may be passed onto the customer. This may also delay the returns process.

We recommend that you return items via registered mail. Please ensure you have sufficient insurance cover especially when returning valuable products. We cannot accept liability for goods lost or damaged in transport. Please note that return postage will not be refunded

AND FINALLY…

While we have to have a strict refund, returns and exchange policy in place for legal reasons, we are also human beings, so just contact us and nearly all issues can be resolved amicably.