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Queensmith’s 40 Day Free Returns Policy
At Queensmith, we’re confident in the abilities of our designers, gemmologists and master jewellers to produce stunning jewellery. That’s why we offer a no-questions-asked returns window of 40 days, if you don’t feel like your jewellery is everything you wanted it to be. Please make sure your jewellery fits the following criteria before returning, or check with your point of contact at Queensmith. You can also email firstname.lastname@example.org with questions.
Products must be unworn, undamaged, and in saleable condition.
For hygiene reasons, earrings (and other pierced jewellery) cannot be returned
Your item must be returned with all supporting paperwork it came with, including any GIA certificates or gemstone grading reports
The jewellery must not be missing any of its original diamonds or gemstones
Bespoke commissions, personalised items or engraved items are excluded from our returns policy, unless otherwise stated. Check with your Queensmith point of contact if you are unsure about this, as exceptions can be made at our discretion.
Products must be returned within 40 days of receiving.
If you are unsure whether your jewellery can be returned, please ask your Queensmith point of contact, or email email@example.com.
If you have lost your GIA certificate, this can be replaced, however you must inform your Queensmith point of contact before returning, who will advise what to do. The process to replace a certificate is lengthy and expensive, therefore we reserve the right to deduct a £250 fee per certificate to cover the costs if your jewellery is returned.
Items found to be damaged or defective prior to you receiving your item (and through no fault of your own) can be repaired or replaced, or you will be fully refunded.
Preparing your Return
Returns can be made in person, or via delivery. To return an item in person, please book an appointment. For returns via delivery, we ask you follow these important steps to return your Queensmith purchase.
Email us on firstname.lastname@example.org, call us on 020 7831 1901, or contact your consultant directly to discuss your return. You must do this before returning your item.
When confirmed with your Queensmith point of contact, you should package your item with original packaging. This must include your GIA/diamond grading certificate.
You should avoid writing anything on the package or within the address that alludes to the value of the package contents, including ‘Queensmith’, ‘jewellers’ or ‘diamonds’. Instead address the package as following: ‘“name of your consultant”, 29a Greville Street, Hatton Garden, London, EC1N 8AF’
We ask you return items within the UK via Royal Mail Special Delivery Guaranteed, making sure the package is tracked. You should also obtain proof of posting. For orders returned from outside the UK, you should choose a reputable courier of your choice, ensuring the package is tracked, and obtain proof of packaging.
Queensmith reserves the right to reject a return if the above steps are not carefully followed, and is therefore not liable to repair, replace or refund the item.