Returns & Refunds

As this purchase has been made through the distance selling regulations you are entitled by law to cancel this order within 14 working days. We must receive the item back within 14 days for you to qualify for a refund.

 

We will refund you the purchase price minus 5% to cover our admin and returns processing. So you are not out of pocket we will issue a voucher to the value of the 5% fee (rounded up to the nearest whole GBP). Card processing times are normally 5-10 working days, unfortunately this is beyond our control and is standard practice with card merchants. If you have not received your refund after 15 working days from your confirmation email please get in touch. If you would prefer to pay via BACS please email us and an invoice will be sent.

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Returns or credits will be processed within 5 working days of receipt and inspection of item(s). We will confirm receipt of the returned item(s) and completion of the refund by email. There are exemptions to online returns which include tailor made / personalised goods such as ring re-sizing

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​Please follow the steps below.

• Please let AgAu Jewellery know within 14 days of the item(s) delivery by completing the RETURNS FORM online 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 see above for more details.

• Your returned item(s) needs to be returned with all tags (unremoved).

• 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. Earring with tags removed will be returned to you at your cost. Exclusions for pierced jewellery see above for more details.

• You (the customer) are responsible for the return postage, unless faulty in which we will refund £9 to cover the postage. If you're returning for a fault you need to mention this when you first make contact regarding a return.

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• Items must be returned: -

  • Securely Packaged in the original packaging with all tags (unremoved).

  • Tracked - Royal Mail Special Next Day

  • Fully Insured for the price paid

  • In the same condition as dispatched

  • Without any alterations, tampering, unauthorised testing or damage.

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• 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.

• 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  will be issued to use on our website and will be valid for 12 months. No cash alternative will be issued​.

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INTERNATIONAL RETURNS WILL NEED TO BE CLEARLY MARKED AS ANTIQUE RETURN. 

Failure to do so will result in an import duty charge, which will be deducted from any refund amount.

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In the unlikely event of an item going missing in the post, we will not be able to refund the item until 40 days after the date that it was first posted.