Returns Policy
We hope that all our customers will love their purchases and endeavoured to supply the highest quality goods and service, but in the unlikely event that you need to return an item we operate a simple returns policy.
Returning An Item
1) Drop us a quick email to let us know you are returning an item and the reason for the return.
2) If the item(s) are being returned within the 28 day period, please include all original packaging. Please ensure all items are adequately protected and packaged.
3) Please return by the secure postage method of delivery, ie. Royal Mail Special Delivery, so you are fully insured and it is trackable. If an item is lost in the post for a return or exchange then it is the responsibility of the returner.
Please Return to:
Emma-Kate Jewellery
The Courtyard
35A Pen-Y-Lan Road
Roath
Cardiff
CF24 3PG
- We have made every effort to convey the products as accurately as possible.
- Products have been described with sizes and lengths where appropriate and accurate colour options.
- As every item is hand made to order there will be slight variations from item to item.
- Colours and images may vary slightly according to the device/monitor that they are viewed on. The customer will be required to cover the cost of returning items.
- We cannot accept responsibility for items damaged in transit to us and for this reason we would recommend that items are sent Royal Mail Special Delivery, which includes an insurance provision. Proof of posting will not be accepted as proof of delivery.
- We are happy to refund payment against items, if you notify us within 14 days from purchase. The item will need to be returned to us within 14 days and we will issue a refund within 14 days of receiving the goods.
- For health and hygiene reasons, no refunds are available on pierced earrings. Your statutory rights are not affected.
- Items which have been damaged through misuse will not be refunded.
- Bespoke, made to order items or jewellery altered to a customer request are exempt from any refund or exchange.
Returning An Item
1) Drop us a quick email to let us know you are returning an item and the reason for the return.
2) If the item(s) are being returned within the 28 day period, please include all original packaging. Please ensure all items are adequately protected and packaged.
3) Please return by the secure postage method of delivery, ie. Royal Mail Special Delivery, so you are fully insured and it is trackable. If an item is lost in the post for a return or exchange then it is the responsibility of the returner.
Please Return to:
Emma-Kate Jewellery
The Courtyard
35A Pen-Y-Lan Road
Roath
Cardiff
CF24 3PG
- We will send a confirmation on receipt of your returned item(s). Refunds can take up to 14 days to process, and will be refunded via the initial method of payment.
Faulty Goods
In the event that goods are delivered faulty or damaged please contact our customer services department on +44 (0)7947307119 or [email protected] or by using the form on the Contact Page, so we can arrange a replacement or a refund.
Faulty items will only be accepted if the goods have been delivered to the customer damaged, and/or if a manufacturing fault occurs within the 6 months after delivery. Items that are returned as faulty within 6 months will be reviewed by the Emma-Kate, and any item displaying damage that is deemed to be a direct result of fair wear or accidental damage will not be accepted as faulty. We offer a full repairs service for such items. There will be a small charge for this service, to cover the cost of the repair along with any shipping costs incurred.
Faulty items will only be accepted if the goods have been delivered to the customer damaged, and/or if a manufacturing fault occurs within the 6 months after delivery. Items that are returned as faulty within 6 months will be reviewed by the Emma-Kate, and any item displaying damage that is deemed to be a direct result of fair wear or accidental damage will not be accepted as faulty. We offer a full repairs service for such items. There will be a small charge for this service, to cover the cost of the repair along with any shipping costs incurred.