Returns, Refunds & Repairs Policy

At KateHH Studio we pride ourselves on our good customer service, and this includes our returns, refunds and repairs policies. We offer to replace, repair or refund any jewellery, bought directly from us that you are not completely satisfied with. Please contact us if your item is damaged, faulty or unacceptable in any way within 7 days of receiving the goods from us. If we do not hear from you in this time, we will assume you are happy with your purchase.

If you buy jewellery from one of our stockists and you are not happy with the item, you must contact them to discuss their terms as the item was purchased from them and each business has its own policy on this matter.

Returns & Refunds

We offer a quick and easy exchange / refund service so you can be assured that if your purchase isn't suitable you are able to send it back to us.

Returning An Item

Please return any items back to us in the original packaging with all labels and tags intact. Just complete the Returns Form and pop it, along with your invoice and the item you wish to return, into a post bag - you are more than welcome to re-use the one we sent you! Please send all returns to:

  • Kate Hamilton-Hunter Studio, Unit 7 Station Business Park, Pensarn, Abergele, Conwy, LL22 7PX

You are responsible for returning the item back to us and for the return postage. We do no accept responsibility for the item until it is received by us. We recommend that you obtain proof of postage and would advise that you return by Recorded Delivery. Please return any faulty studs in the polystyrene in which they were sent as this will protect the posts from bending in transit.

Exchanging An Item

If you would like to exchange your original item for a different one please be sure to tell us what you would like. If the new item is more expensive we will contact you to pay the difference.

Obtaining A Refund

If you wish to receive a refund instead of an exchange, please note that we can only refund the money back onto the card that was used to make the initial purchase.

Items that have been purchased using a gift voucher may only be exchanged for another item, or for another gift voucher - no monetary refunds will be given.

Returns Timescale

From receipt of your parcel we aim to process your returns as quickly as possible and usually within 48 hours. At busy periods of the year please allow up to 7 working days for your return to be processed.

We do not credit back the return postage costs unless the return is due to a faulty item or a KateHH Studio error.

Non-Returnable Items

Unfortunately there are some items which we are unable to offer an exchange or refund on.

  • Any item which is not in original, saleable condition.
  • Any item which has been made especially to your exact requirements. When ordering a bespoke item or special commission the piece will be marked as 'Special Order'. Such items are very difficult to resell so as such we are unable to offer refund or exchange for them.

If you have any further queries about refunds or exchanges please do not hesitate to contact our customer service team on 01745 826 500.

Damaged/Faulty Jewellery

Your jewellery should reach you in good condition; we have an excellent quality control team, all our jewellery is checked before it leaves the workshop. If a fault is found with any piece of jewellery bought direct from us you should return it to KateHH Studio for inspection before any action can be taken. You the customer will incur the cost and responsibility of return of the items until safely delivered to our premises. The company must be informed of the return by any communication listed on our website. All items deemed to have a manufacturing fault shall have postage costs refunded to the customer within 14 days.

If the item is returned with such faults within 30 days of the order being placed the customer will be offered a repair or replacement, in certain cases a refund can be issued, and will be processed within 14 days.

Your statutory rights are unaffected.

Repairs

We offer a repair service for all Kate Hamilton-Hunter Studio jewellery. Repairs and costs can be discussed with our Customer Service team.

Please note we can only give refunds and exchanges on jewellery bought direct from KateHH Studio.

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