Refund policy
You can return your jewellery order within 30 days of receipt. Return postage costs are your responsibility.
To be eligible for a refund or exchange, your item must be in the same condition that you received it. The jewellery must be unworn and in our case/box. Please pack the parcel securely for transit - re-using our outer packaging is recommended.
Jewellery items that have been altered for you in any way (for example engraving) are not eligible for return.
Earrings that have been removed from their sealed hygiene pouch are also not eligible for return.
UK RETURNS
Our return address is:
KIC Group, PO Box 1352, Cheltenham, GL50 9GT
Only Royal Mail can deliver to our PO Box, please do not be tempted to use another courier.
Returning Items Under £150
Please always use Royal Mail Tracked 48. This will ensure your item is both tracked and adequately covered for the journey back.
It is cheaper to buy Royal Mail Tracked 48 online than at the Post Office, though you will need a printer for the former.
Returning Items Over £150
Please always use Royal Mail Special Delivery to return items valued over £150.
General Terms
You will be liable for loss/damage if the correct postage service has not been used.
Note that standard post and signed for services do not include cover for jewellery, and we do not recommend you use them.
You do not need to add 'Sterling & Wilde' to the return address, and in fact, we recommend that you don't.
Please keep your proof of posting receipt until we confirm we have received your item back.
In most cases, we issue your refund or exchange within 1 working day of the parcel arriving - we try not to keep you waiting.
OUTSIDE UK RETURNS
Some important points about returns from outside of the UK (which are also accepted within 30 days):-
- Please contact us at hello@sterlingwilde.co.uk to let us know your intention to return and to obtain our international returns address.
- Do get adequate insurance and track the parcel too.
- Do mark the parcel RETURN OF PURCHASED GOODS so we are not charged customs fees on its re-entry to the UK.
YOUR REFUND
We can only issue your refund to your original method of payment. Due to the usual banking delays, your refund will likely take 3-5 days to show on your statement.
Thank you.
Sterling & Wilde