Return & Exchange Policy
At AT Jewellery, every piece is prepared with care, and we hope you love your order. If something is not right, please contact us at hello@atjewellery.uk and we will be happy to assist.
1. Change-of-mind returns for non-personalised items
For non-personalised items purchased online, you have the right to cancel your order within 14 days of receiving it, without needing to give a reason. After notifying us, you then have a further 14 days to return the item.
To be eligible for a return, the item should be:
- unused, unworn, and in its original condition
- returned with its original packaging where possible
- accompanied by your order number or proof of purchase
Please email hello@atjewellery.uk before sending anything back so we can guide you through the return process.
Once your return is received and checked, we will issue the refund to your original payment method. Refunds will be processed within 14 days of receiving the returned item, or earlier if you provide valid proof of return.
2. Return postage for change-of-mind returns
For change-of-mind returns, customers are responsible for the return postage cost unless the item is faulty, incorrect, or we have agreed otherwise in writing.
We recommend using a tracked postal service and keeping your proof of postage, as we cannot be responsible for returns that are lost in transit.
3. Original delivery charges
Where a non-personalised order is validly cancelled under the 14-day cancellation right, we will refund the cost of the item and the standard delivery charge paid at checkout, where applicable.
4. Personalised and custom-made items
Because these items are created specifically for you, we are unable to accept change-of-mind returns or exchanges for products that are clearly personalised or made to your individual specification, unless they arrive faulty, damaged, or incorrect.
This includes, for example:
- names, initials, or words added to a product
- custom messages or reminders
- bespoke motif requests outside our standard listed options
- sizing or design changes specifically requested by the customer
- any other detail that makes the item uniquely made for one individual order
5. Cancellations for personalised orders
Please contact us as soon as possible if you need to change or cancel a personalised order.
Where production has not yet started, we will do our best to accommodate changes or cancellation requests. Once personalisation or custom work has begun, we may no longer be able to cancel or amend the order.
6. Faulty, damaged, or incorrect items
If your order arrives faulty, damaged, or not as described, please contact us at hello@atjewellery.uk as soon as possible, ideally with:
- your order number
- a short description of the issue
- clear photos of the item and packaging, where relevant
We will review the issue and offer an appropriate solution, which may include a replacement, repair, or refund depending on the circumstances.
7. Earrings and hygiene-sensitive items
For hygiene reasons, we kindly ask that earrings are not worn if you are considering a return. Non-personalised earrings may be returned in line with our standard returns policy, provided they are unused and in their original condition. If an item is returned showing signs of wear or handling beyond what would reasonably be allowed when inspecting it, we may reduce the refund where permitted by law.
If your earrings arrive faulty, damaged, or not as described, please contact us and we will arrange an appropriate solution, which may include a replacement, repair, or refund.
8. Exchanges
We do not currently offer automatic exchanges by post. If you would like a different item, the simplest option is usually to return the eligible item for a refund and place a new order.
For sizing concerns, especially for bracelets or personalised pieces, please contact us before ordering so we can advise where possible.
9. Natural variations in handmade work
As our pieces are handmade in small batches, slight variations in colour flow, sand placement, shell details, resin pattern, or charm positioning may occur. These small differences are part of the handmade nature of each piece and do not usually count as faults.
However, your item should still match the product description and images in overall design, quality, and function.
10. How to request a return
To request a return, please email:
Include:
- your full name
- order number
- item you wish to return
- reason for return, if applicable
We will reply with the next steps and return address details.