I'm sure that you'll be really pleased with your purchase, but if for some reason you're unhappy with your item(s) then please do contact me.
I do offer an easy to follow returns policy and here are some FAQs you may have about what to do when returning an item. If you can't find the answer to your question then please let me know and I'll make sure the list is updated.
Can I return my order?
Yes you can. That was easy!
(subject to limited exceptions below...)
Changed your mind?
You can choose to cancel and return your order to me within 7 working days of the delivery date (judged to be the day after posting within the UK). If you choose to cancel your order, you will be responsible for returning the goods to the workshop at your own expense in its original condition and packaging. All original packaging should accompany any returned item. The item must be without damage or use and be suitable for resale. All items will be inspected on their return to our workshop. For hygiene reasons earrings cannot be returned unless faulty.
Bespoke commission pieces cannot be returned for refund. They can be returned for alteration and/or repair if faulty due to manufacturing error. Written agreement from Tamsin Francesca is required for alterations. Prior notification of the need of repairs, outlining the fault, is required for bespoke pieces. I will always endeavour to be as accommodating as possible, but please be aware repairs needed due to wear and tear and / or deliberate or accidental damage will incur an extra cost. Alterations to an agreed design after delivery of the final piece will incur an extra cost.
Damaged or faulty?
If you find your order is damaged or faulty it can be returned to the workshop within 7 working days of the delivery date and will either be exchanged, or the cost of your item will be refunded in full along with the delivery charge, and the cost to return the item to me.
Refund policy on discounted orders/products
If you applied a discount voucher to your order and in the event of part of the order being returned, the value of the discount applied to that order will be recalculated according to the requirements of use for that particular discount voucher.
If a minimum spend applied to the original order in order to qualify for a discount, and a refund of a returned item means that the original discount would not apply, the amount refunded to the customer will be adjusted to reflect this.
How do I organise a return?
When you send your email please provide the following information:
- Your e-mail address
- Your order number
- A brief description of the problem
If you prefer, you can call me on 07980 396913 to arrange a return. Please just have the above details to hand when you call.
I'll issue you with an RMA reference number. Keep this safe as you'll need it to return your item.
How do I return my item(s)?
Do make sure you've included all your items and their contents in your return parcel as I can't refund returns with missing items, without original packaging or products that are not resalable.
I also advise that you take out enough postal insurance to cover the value of the contents, otherwise it may not reach the workshop. Tamsin Francesca is not liable for returned items in transit and if lost in transit no refund will be issued. The postal insurance is a contract between the sender and postal service, so any claim for insured lost items will need to be made by the customer returning the item(s) to recover the value of the item(s). Tamsin Francesca assumes liability for the item(s) once delivery of returned goods is complete and they are signed for as returned.
How long will it take to process my return?
I'll aim to process your return request within a week of receiving your item(s). Repairs and alterations timescales will vary and you will be notified by email of the expected timeline and kept updated regularly.
Within 30 days of receiving your item back at the workshop, you should receive your refund via the same method that was used to make your purchase.