T&C's / Refund(s) | AgAu Jewellery

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Terms of Sale

AgAu Jewellery aim to dispatch your order (purchased on our own website (agaujewellery.com), sellingantiques.co.uk, antique-atlas.com or eBay.com) within 3 working days of your order being placed.All orders are posted using Royal Mail Special Next Day Delivery, this provides us the relevant insurance cover, and does not mean we post your item(s) the next working day.

We aim to provide you (the customer) tracking information within 24 hours of dispatch. Due to the order being delivered the following working day after dispatch your order may have arrived before the tracking information is sent. We apologise for any inconvenience if this happens.

Please note: The return address on our delivery packaging may not be the same return address for customer returns, please email us (hello@agaujewellery.com) should you wish to return any item(s) purchased. We ask you not to automatically send items back to us without contacting us first. Some items need professional cleaning before we are to restock them, and therefore the address may differ from our office address.

We offer an extended returns policy if your item(s) is for a special occasion. Please email us (hello@agaujewellery.com) prior to purchasing.

If your item is purchased between 1st November and 22nd December in any given year, in addition to our standard terms of sale and return policy you will have an extended return automatically applied to your purchase, meaning you have until January 10th to inform us you wish to return your purchase.

Extended Returns: After your standard 14 days return any return up to the agreed date will be processed as follows; you will receive an “credit note code” for the value of the item purchased minus a £10 processing fee.

Pierced Jewellery: Unfortunately, we cannot accept returns of earrings if the tamper proof packaging has been opened. This is for hygiene reasons and does not affect your statutory rights in relation to faulty items. We ship earrings in a clear bag so you're able to inspect them. Only if the tamper proof sticker, and signed sticker are intact will be be able to process a refund. Any returns sent without this will be returned to you.

Returning an item back to us:

AgAu Jewellery are happy to accept returns of any item(s) purchased on our own websites (agaujewellery.com / agauantiquesandjewellery.co.uk), sellingantiques.co.uk, antique-atlas.com or eBay.com.

Please follow the steps below.

Please let AgAu Jewellery know within 14 days of the item(s) delivery via email (hello@agaujewellery.com) that you plan to return the item(s). 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. Exclusions for pierced jewellery; unfortunately, for hygiene reasons we cannot accept returns of earrings if the tamper proof packaging has been opened. See Pierced Jewellery above for more details.
AgAu Jewellery will then provide you with our return address.
The item needs to be returned with all tags (unremoved) within 5 working days of our reply email.
If the tags have been removed/cut and the item is returned it will be assumed that the item as been used and thus you may be subject to a 20% restocking fee, this allows us to professionally clean the item(s) ready for reselling.
You (the customer) are responsible for the return postage, unless faulty in which we will refund £7.35 to cover the postage.
Your item(s) must be sent back via Royal Mail Special Next Day Delivery.
If the item goes missing in the post on the return to AgAu Jewellery it will be the responsibility of you the customer/sender to make a claim with Royal Mail. It is imperative that you keep your return postage receipt in the event you need to make a claim. AgAu Jewellery will not be liable for any refunds.
You will receive an email stating that the item(s) has arrived back in good order.
We video record all return openings for security reasons. More information/copy of the video can be obtained upon request.
Upon delivery of returned item AgAu Jewellery will check for any potential damage and after inspection will issue your refund.
Any item(s) purchased during a private viewing a “credit note code” will be issued to use on our website and will be valid for 12 months. No cash alternative will be issued.

You have two refund options:

Option 1: Refund back to your card or PayPal account.

You can choose between the a refund back to your payment method (minus fees) or the full purchase price in form of a credit note.

A refund minus card processing fees of 4% of the original purchase price will be issued. Please allow 2 working days. If you would prefer to pay via BACS please email us and an invoice will be sent.
Any returns where payment has been made via BACS payment, there will be NO fees and therefore a full refund of the purchase price will be issued. BACS refunds are normally processed with 2 working days.
We are happy to offer an exchange of any item instead of a refund, a full purchase price “credit note code” will be issued for you to use on agauantiquesandjewellery.co.uk within 6 months of the issue date.

Any item purchased during a private viewing a “credit note code” will be issued to use on our website agauantiquesandjewellery.co.uk and will be valid for 6 months. No cash alternative will be issued.

Option 2: Refund as a “credit note code”

A unique code will be issued to the purchase price of your returned item.
This code is valid for 6 months from the date of issue.
The code has no cash value and can be redeemed on agauantiquesandjewellery.co.uk only.
You may use this code on all purchases (except gift card purchases) for full and part payment. Should your new purchase be of a lesser value, the remaining balance will be issued via a new unique code. This code will issued by our admin team and emailed to you within 2 working days after your purchase. This new code will have the same expiration date as the original code.
If you wish to return any item purchased using a “credit note code” you have the same 14 days to return.
Any return will have a £10 admin fee deducted from your new “credit note code”.

For more information please speak to us 01617061316