Returns, Refunds & Exchanges

Updated 07/04/2022 by T Stinchcombe-Twelvetree

Thank you for your continued trust in Twelve Silver Trees
Please note, with current issues & delays in the supply chain & the Covid-19 pandemic, there is still  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.


RETURNS, REFUNDS & EXCHANGES

We know it’s hard buying jewellery & gifts online so if you are not 100% happy with your order and would like to return it, we offer exchanges / refunds on most items (excluding postage upgrades, personalised or custom made items)

Due to hygiene reasons, we DO NOT accept returns/exchanges on earrings if they have been worn/labels removed, unless faulty/damaged in transit

  • Contact us within 7 days of delivery
  • Dispatch items back within: 30 days of delivery

​*Please note: If 30 days have passed since receiving your purchase, unfortunately we are unable to offer you a refund or exchange.

Because of the nature of these items, unless they arrive damaged or defective, We cannot accept returns for:

  • Custom made or personalised orders
  • Special orders
  • Earrings due to hygiene reasons

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.

​​RETURNS + EXCHANGE DETAILS

We want all customers to be happy with their experience so if you have any problems with your order, please Contact us to let us know.

We can only accept a return if:

  • * The item has arrived damaged
  • * The order has been sent incorrectly by us (We are only human, it can happen!)
  • * The item is NOT a custom item

The item must be returned at the cost of the buyer, undamaged + in its original condition with the original packaging. I recommend obtaining a receipt for proof of postage or returning using a tracked service as I cannot be liable for items lost in transit.

Once we have received the return(s) back, We will assess the item(s) & process your refund (item price ONLY. Any initial / original postage charges will not be refunded). We reserve the right to decline a refund if the item is damaged, unsellable or our polices haven't been adhered to.

If the item is not returned in its original condition, the buyer is responsible for any loss in value.

​

FAULTY ITEMS

All orders undergo a strict quality inspection during our packing process, prior to shipping. In the unlikely event that you have received a faulty product or if a product has arrived damaged, please Contact us immediately detailing the issue with supporting photos.

You will then have the option for a replacement to be sent out if avaior receive a full refund.

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.

 

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/she will find out about your return.

If you are returning an item or order, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

LATE/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 have done all of this and you still have not received your refund yet, please contact us at hello@twelvesilvertrees.com 

​REPAIRS

We know accidents can happen - we've been there ourselves! In the event that you have damaged or broken your jewellery, we offer complimentary repairs on all orders (depending on the extent of the damage and if it is possible to repair) within 30 days of purchase. Buyers are responsible for shipping item(s) back and the cost of re-delivery.

*Please note, if 30 days have passed or there is a great amount of work involved to repair, parts are missing or damaged beyond repair and require replacement, there will be a cost for the labour and/or to replace these materials/parts.

If it appears to be a manufacturing fault, then we will repair or replace it for free. Please email us at Hello@twelvesilvertrees.com with pictures + details of the issue and we will be in touch as soon as possible with your options.

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.