RETURNS & REFUND POLICY
If you wish to return your order, Rait London Jewel Studio offers a 14 day returns period from the date your parcel is signed for to return a refund.
Please follow the steps below to return your order:
Contact our customer service team at firstname.lastname@example.org informing us about your order number, items you wish to return and reason for return. We will reply with your return instructions and a returns form.
Each item must be returned in new condition as it was received and must include all original packaging and collateral material.
Return items via a traceable delivery service (Local courier, Royal Mail, FedEx, UPS). Clearly write your original order number on all shipment-related paperwork.
We recommend that you ensure the package for the full amount of the item/s plus shipping charges. It is best to avoid writing “jewellery”, “diamonds” or other luxury related words anywhere on the package, therefore we suggest you write “fashion accessories”.
All orders returned must be received by Rait London Jewel Studio on or before the 14th day from the date your parcel was signed for.
Any return shipment lost in transit is the responsibility of the customer; Rait London Jewel Studio is not responsible for items lost or damaged during transit.
All returns will be inspected upon receipt of the package, if the item/s are found to be in perfect condition and arrive within the 14 day return period you will immediately be credited for the cost of the goods back to your original form of payment minus any delivery charges. Note; Refunds take between 5-10 business days to show back in your account.
Goods found to be damaged due to customer negligence will not be accepted for refund. Worn goods as evidenced by micro-scratches, scratches, dirt, chemical damage or additional workmanship by other jewellers are non-refundable and non-exchangeable.
Earrings cannot be returned for a refund or exchange if the hygiene seal is damaged or has been tampered with. If this security tag is removed or damaged a refund will NOT be granted. Items purchased online via www.raitlondon.com can only be returned online.
Custom items are not eligible for refund under any circumstances.
Return shipping costs are the responsibility of the customer.
Rait London are unfortunately unable to offer exchanges on items ordered online. If you have purchased a ring and need to exchange for a different size, please place a new order. When you contact us to return the original ring, inform us of the new order number and we will waive the restocking fee.
All Rait London jewellery is designed and assembled by hand to the highest quality, by master jewellery craftsmen. Customers are advised to wear and care for their jewellery in the same way they would do a fine jewellery piece. Our warranty covers manufacturing faults and defects, it does not cover damage caused by accidents, inappropriate use or wear and tear; as stated on the warranty card included in your order. Repair fees and stone charges may apply if there is proof of artificial damage and lost stones due to negligence.
If you require any jewellery piece to be repaired, please follow the instructions below:
Email us at email@example.com with your order number, description of problem, image of item and warranty card. A member of our customer service team will then be in contact to advise further.
We may ask you to ship the item back to us for assessment. If this is the case, you will be provided with return shipping instructions.
Ship items via a traceable delivery service (Local courier, Royal Mail, FedEx, UPS). Clearly write your original order number on all shipment-related paperwork. NB: Customers are responsible for return delivery charges unless advised otherwise by a member of our customer service team.
Following inspection, we will repair the item and return it back to you as soon as we can. If we deem the item was damaged due to fair wear and tear or customer negligence, repair costs will apply.