Refund policy
Non-faulty items:
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. Return requests outside of the 30 day refund period will be refused.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. EXCLUDES NON RETURNABLE ITEMS - PLEASE SEE EXCEPTIONS BELOW.
To start a return, you can contact us at silverrealm@alltonmail.com or visit Silver Realm Returns
Please note that you will have to pay the costs of returning the item and it will need to be sent to the following address:
Silver Realm Jewellery, Dennis House, 4 Hawley Road, Hinckley, Leicestershire, LE10 0PR, United Kingdom.
Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at silverrealm@alltonmail.com.
This does not affect your statutory rights in relation to faulty items.
Exceptions / non-returnable items
Certain types of items cannot be returned. Earrings supplied in a clear, sealed bag cannot be returned if the hygiene seal has been tampered with. Custom and bespoke products (such as special orders or personalised items). Please contact silverrealm@alltonmail.com if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
This does not affect your statutory rights in relation to faulty items.
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.
Faulty items:
Please note the following time limits. These apply from date of purchase if transaction is made in person at an event/craft fair/pop-up shop/etc. or from date of delivery if purchased through the website or if it is a custom order placed in person at an event/craft fair/pop-up shop/etc.
- Within 30 days of purchase/delivery you are entitled to a refund.
- After 30 days and up to six months from purchase/delivery you will be offered a repair or replacement. If neither of these are possible, you will be offered a refund.
- After six months up to one year from purchase/delivery you will be offered a repair or replacement provided you prove the fault has not been caused through misuse. If neither of these are possible, you may be offered a partial refund due to use you have made of the product.
- Returns are not accepted on items after one year from purchase/delivery. However, if a repair is possible, this can be done for a fee plus all postage costs which will be quoted upon inspection of the item.
PLEASE CONSIDER USING A TRACKABLE/SIGNED FOR SHIPPING SERVICE OR PURCHASING SHIPPING INSURANCE AS WE CANNOT BE HELD RESPONSIBLE FOR ITEMS THAT DO NOT REACH US.
Exchanges
The fastest way to ensure you get the item you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
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 within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at silverrealm@alltonmail.com.