Returns

Returns

FAQs

What is Carrie Elizabeth's return policy?

We are happy to accept back any unworn item within 14 days of receiving your order to our return address. This excludes any personalised made to order Solid Gold items, items purchased in our Sample Sale, Archive or Pre-Order collections or our Perfume.

You can return your item for a refund, credit note or if the item is a ring then you can exchange it for an alternative size of the same design, if in stock. We can only accept items back which are unaltered, unworn, and in a resaleable condition.

As our personalised Solid Gold items are made to order they are non-returnable and non-refundable.

How do I return an item?

To return an item please select the ‘Start Your Exchange/Return’ link above. You will then be asked to enter your order number and email address used to place your order. From here you can then select which item you would like to return, the reason why and if you would like a refund, credit note or exchange. Once your return has been requested and approved by our customer service team, you will then be emailed with instructions on how to return your item to us. We ask that all returns are returned in their original packaging and to include your name and order number within the packaging so our team in the depot can process your return.

Can I exchange my item?

If your item is a ring then we can offer an exchange for an alternative size of the same design, if in stock. However, we are unable to offer an exchange for all other items but you can choose to return your item for a credit note instead of a refund and use your credit note towards an alternative item when placing a new order.

Who pays for the return postage?

Unfortunately, we do not cover the return postage of items returned for an exchange or refund unless the product is faulty. We recommend returning the items by a signed and tracked delivery, to ensure your order is safely returned to us.

If returning from outside the UK, please send via normal post and not a courier service. If you choose to send back via courier, unfortunately we cannot be liable for any custom or import charges. We recommend using a recorded standard service and please mark the shipment as a "return" so that we are not charged custom or import tax. Please note we cannot be held liable for any missing returns and it is the responsibility of the customer to safely return their item to our depot.

My order is faulty, how will this be resolved?

It is very rare that we have any faulty issues with our items but we appreciate that our products are very delicate, therefore occasionally faults can occur. If this happens to you, please do get in touch with your order number, description and images of the faulty product to hello@carrieelizabeth.co.uk and our customer service team will resolve this for you.

I've received the incorrect item/missing an item from my order, how will this be resolved?

At Carrie Elizabeth we take extra care to make sure all orders are sent out correctly, but occasionally mistakes can be made. If this is the case please email hello@carrieelizabeth.co.uk with your name and order number and a note to explain the situation and our customer service team will resolve this for you.

Can I return earrings?

Yes as long as the earrings are unworn and returned to us in perfect condition.

Can I return Solid Gold items?

If your item is a personalised made to order Solid Gold item then this is non refundable and non returnable. However, "Ready to Wear" or standard made to order Solid Gold items can be returned in perfect condition within 14 days of receipt.

Can I return my Aura Perfume?

We are unable to accept  a return on our Aura Perfume - 2ml Tester and we are only able to accept our Aura Perfume - 50ml back if the packaging is unopened. 

How long will it take for my refund or exchange to be processed?

Once our team in the depot have received your return please allow 72 hours for your refund or exchange to be processed. Please note over particularly busy periods this may increase to over 72 hours. If you are returning an order for an urgent refund or exchange please email our customer service team on hello@carrieelizabeth.co.uk with your order number and details of your return and we will do our best to process this sooner.

What address should I send returns to?

Please send all returns to the following address:
Carrie Elizabeth Returns
Unit 26, Wedgwood Gate,
Wedgwood Way,
Pin Green Industrial Estate,
Stevenage, Hertfordshire
SG1 4SU
We ask that all returns are returned in their original packaging and to include your name and order number within the packaging so our team in the depot can process your return. Please make sure you have created your return request via the ‘Start Your Exchange/Return’ link above.

What is the product guarantee?

Every piece of Carrie Elizabeth Jewellery is covered by our 12 month warranty. Should your jewellery suffer a breakage, missing stone or any other fault due to a manufacturing defect during this time period then please contact us on hello@carrieelizabeth.co.uk and we will assist you.
We will re plate your item for free if you experience any plating issues within the first 6 months of owning your item. after this time there will be a replating fee. To keep your jewellery looking it's best for as long as possible, please follow our care instructions: Caring for your Jewellery – Carrie Elizabeth