Cancellation & Returns Policy
At Queensmith, we’re confident in the abilities of our designers, gemmologists and master jewellers to produce stunning jewellery. However, in the unlikely event you are unhappy with your purchase the following returns policy applies:
Products must be returned within 40 days
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 its ring box and all supporting paperwork it came with, including any GIA or IGI certificates or gemstone grading reports.
The jewellery must not be missing any of its original diamonds or gemstones
The jewellery must not have been adjusted by any other jeweller or anyone else
Bespoke commissions, personalised items or engraved items are excluded from our returns policy, unless faulty or otherwise agreed in writing
Orders where the diamond is priced above £25,000 (excluding VAT) are excluded from our returns policy, unless faulty or otherwise agreed in writing
If your purchase meets the above criteria a refund will be issued within 28 days of return.
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 £350 fee per certificate to cover the costs if your jewellery is returned without this.
If your order arrives damaged or faulty (through no fault of your own), we can repair, replace or provide you with a full refund.
Any replaced or repaired rings are non-returnable and non-exchangeable. In the event you exchange your item for a replacement, have had your diamond reset in another ring or have requested for a new diamond to be set in your ring - your order will be exempt from being returned or exchanged in the future.
If you are unsure whether your jewellery can be returned, please ask your Queensmith point of contact, or email [email protected].
As stated above bespoke purchases, personalised or engraved items are excluded from our returns policy, unless faulty. However, we will be happy to offer an exchange within 40 days of purchase for a bespoke commission as long as it hasn’t been engraved or worn. An exchange may incur restocking charges to cover the production costs incurred and are at the discretion of Queensmith. If you chose to cancel your purchase during the production stage, you may incur costs if production has started.
Selling your jewellery
Queensmith does not sell second-hand jewellery, and therefore we do not buy jewellery from our customers or the public. This includes buy-backs of jewellery sold from our store or website. You are entitled to return or exchange your item as per the terms outlined in our returns policy. Should you wish to sell your jewellery, we advise you to seek a reputable second-hand jeweller.
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 that you follow these important steps to return your Queensmith purchase.
Email us on [email protected], 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 the original packaging. This must include your GIA or IGI diamond or gemstone certificate.
You should avoid writing anything on the package or within the address that alludes to the value of the package contents, including ‘jewellers’, ‘diamonds’ or ‘Hatton Garden’. Instead, address the package as follows:
‘FAO name of your consultant’, Queensmith, 29a Greville Street, London, EC1N 8AF’
We ask that you return items within the UK via Royal Mail Special Delivery Guaranteed, making sure the package is tracked and insured. You should also obtain proof of posting. Please ensure you mark the parcel as fragile and clearly write that it is not to be left with a neighbour or on the doorstep. For orders returned from outside the UK, you should choose a reputable courier of your choice, ensuring the package is tracked and insured, and obtain proof of dispatch.
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.
Please make sure your jewellery fits the above criteria before returning, or check with your point of contact at Queensmith. You can also email [email protected] with questions.