If for any reason you are not completely happy with your online purchase you may return your item for a full refund. We have a 14-day return policy, which means you have 14 days after receiving your item to request a return. Please note that all photographs on the site are as representative as possible, however due to the handmade and hand finished nature of the products some items may vary slightly.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, and in its original packaging. You’ll also need the receipt or proof of purchase. PLEASE NOTE THAT WE CANNOT ACCEPT RETURNS OF CLAIRE TROUGHTON JEWELLERY THAT WERE PURCHASED FROM A SHOP OR THIRD PARTY WEBSITE. YOU MUST CONTACT THE VENDOR THAT SOLD YOU THE ITEM TO DISCUSS THEIR RETURNS POLICY.

To start a return, you can contact us at claire@clairetroughton.co.uk. If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at claire@clairetroughton.co.uk.

Damages and issues
Please inspect your order upon receipt and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like custom products (such as special orders or personalized items). Exempt from any refund are bespoke commissions, made to order items or jewellery altered to a customer request. This includes gold 'Ready To Ship' items if they have been re-sized. Goods that are personalised, bespoke, re-sized, engraved or made to order to your specific requirements are custom orders, which means that the item will be made, personalised or customised especially for you and therefore cannot be returned.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Rings

We know it can be difficult to get the correct size when ordering rings online. We therefore offer one free ring re-size on silver rings within 14 days of purchase. We offer one free ring re-size on gold rings (where possible) within 3 months of purchase.

Product Guarantee

All our products are guaranteed for 6 months from the date of dispatch. Faulty items will only be accepted for return if the goods have been delivered to the customer damaged, or if a manufacturing fault occurs within the 6 months after delivery. All returned items will be assessed and if Claire Troughton determines that the damage was due to normal fair wear or accidental damage it will not be accepted as faulty. In these circumstances we will repair the product and charge the customer a small fee plus any shipping costs incurred. We cannot be held responsible for work carried out by yourself or a third party that you employ. We will also not be held responsible for scratching, tarnishing, denting, chipping or accidental damage caused to any product.

Return Transit

Claire Troughton does not accept any liability for any items lost, stolen or damaged in return transit. These responsibilities lie with the customer. Therefore, we strongly recommend using a secure and tracked service to return goods to Claire Troughton. Please also make sure your return is well packaged to avoid damage in transit.

The cost of the return postage and insurance must be borne by the customer.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.

International Returns

We are based in the UK and products will be dispatched and returned to the UK. If you are returning an item from outside the UK the above conditions apply plus the following;

Please take care if a customs declaration form is required, to correctly mark the goods as a 'Returned Item'. This will ensure that no additional customs fee are incurred. If an item is incorrectly marked, and a customs fee is incurred, this may be passed onto the customer. This may also delay the returns process.

If you are at all uncertain about how to correctly fill in the customs form then please speak with the relevant local customs or post department before returning the item.