Free U.K. Delivery on orders over £15.00

Refunds, Returns & Exchanges

Returns Refunds and Exchanges

Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a 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 and importantly with earrings all labels & tags must still be in situ and unworn for hygiene reasons.

Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.

Additional non-returnable items:
* Gift cards
* Downloadable software products
* Some health and personal care items

To complete your return, we require a receipt or proof of purchase i.e. Invoice number, PayPal reference number or similar to locate your purchase. 

Please do not send your purchase back to the manufacturer.

There are certain situations where only partial refunds are granted: (if applicable)
* Book with obvious signs of use
* CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened.
* 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 30 days after delivery or with missing labels, tags or packaging.

Refunds (if applicable)
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  7 working day or sooner. If your refund is rejected we will contact you, initially by email , to discuss options that are mutually agreeable. If no agreement can be found we will inform you of third parties that may be able to help, i.e. Trading Standards, escrow Services etc.

Late or missing refunds (if applicable)
If you haven’t received your refund after our designated time frame has passed, 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 (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, initially send us an email to Timstinch@twelvesilvertrees.com and after you have heard from us please return your item to: T.Stinchcombe, Twelve Silver Trees, Kiosk 1 Odeon Arcade, 32-38 Market Place, Leicester, LE1 5HJ, United Kingdom. For security reasons do not address your return to Twelve Silver Trees Jewellery. We highly recommend using an insured and/or registered postal service as we are not responsible for items missing in the postal service.

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 he will find out about your return.

Shipping
To return your product, you should mail your product to: T. Stinchcombe, Twelve Silver Trees, Kiosk 1 Odeon Arcade, 32-38 Market Place, Leicester, LE1 5HJ, United Kingdom.

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. If your refund is issued because of a defective or damaged product we will refund your return postage costs.

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 £50.00 GBP you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

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.