Due to circumstances beyond our control, we are unable to dispatch any orders until 2nd October 2021, thank you for your understanding. Free UK Delivery on orders over £25.00 & international from £50.00.

Return & Refund Policy

Thank you for your continued trust in Twelve Silver Trees
Please note, the Covid-19 pandemic is having a significant impact on our delivery partners and therefore there may be a delay in us receiving your return. With this in mind, please only contact us if it has been 14 days since you have posted your item to us and you have not received confirmation from us that we are in receipt of your item. Once we have received your returned order we will process your refund and this can take up to 10 days to be returned to your method of payment.
Please be assured that during the current Covid-19 situation, we are working with the latest government advice around social distancing and the number of operators working at the same time. Due to this, it may be that our orders are dispatched slightly later than usual whilst we work towards the latest government advice.
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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 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, including 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).

We will issue you a pre paid postage code to redeem.

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.

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. Any item that has been amended or tampered with in anyway are non refundable. Alterations, customisations or similar, carried out at your request, are at your own risk and are also exempt from refunds or exchanges. Perishable goods such as soaps, lip balms, health & beauty products, 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.

To return your product,  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).

We will issue you a pre-paid postage code to redeem.

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

Return the parcel to us.

You should mail your product to:

T. Stinchcombe-Twelvetree,

Twelve Silver Trees,

16 Malcolm Arcade,

Leicester,

LE1 5FT,

United Kingdom.

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.

Refunds requested within fourteen days of the purchaser receiving the goods will receive a full refund including return postage costs.

After 14 days, you will be responsible for paying for your own shipping costs for returning your item(s) Shipping costs are non-refundable in this time frame. 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.

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)

Items bought on sale, special offers & promotions can be returned/exchanged as per our standard policies. The exception to this is items reduced as ex display, seconds & items marked sold as seen which are excluded from refunds/exchanges unless there is a error in our written condition.

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 Hello@twelvesilvertrees.com and after you have heard from us please return your item to: T.Stinchcombe-Twelvetree, Twelve Silver Trees, 16 Malcolm Arcade, Leicester, LE1 5FT. United Kingdom. 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.

If you are returning an item or order 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.

Updated 16/02/2020 by T Stinchcombe-Twelvetree