Returns and refunds

Distance Selling Regulations

Having placed an order via the internet, under the Distance Selling Regulations, you have a statutory right to cancel and receive a full refund within 7 days of delivery.
To cancel, you can call 0845 2000 314, email info@hsjewellers.co.uk or write to us at:
HS Jewellers
Office 3
88-90 Hatton Garden
London
EC1N 8PN

If you have an Internet order query, please email info@hsjewellers.co.uk or telephone 0845 2000 314
(for security and training purposes, telephone calls may be recorded or monitored).

14 day money- back guarantee requirements

We’re committed to selling high-quality jewellery, but we know that, for one reason or another, there may be a time when you need return something you’ve bought.

Firstly, check your item as soon as it is delivered and notify us immediately if there is any aspect of our goods and services to which you are not entirely satisfied.

Always keep the receipts and other documentation for future queries. Most items are covered by our 14-day money-back guarantee, so return them to us unworn, in their original condition and with the pink tag still attached in their original box and packaging.

You must include all documentation which includes valuations and diamonds certificates. Please email info@hsjewellers.co.uk or phone us on 0845 2000 314 to notify us of your intention.

On delivery we will asses items to ensure they have not been worn, damaged, resized, personalised or altered in any way. Personalised means the addition of engraved messages, the addition of designs, patterns and textured finishes, and the adding further gem stones or diamonds to the original item. Earrings, bespoke handmade and cad cam orders are not covered in the 14 day money-back guarantee.

If there’s a fault with the item on delivery

Notify us immediately of any fault or problem with an item on 0845 2000 314 or email us at info@hsjewellers.co.uk If you post it back to us with your proof of purchase, we’ll give you a replacement or a refund.

If there’s a fault after it’s been worn

If you’ve had the product for up to 1 year and it has suffered a material defect, we’ll repair the product or, if that’s not possible, give you a replacement or, if that’s not possible, a refund.

Jewellery, by it’s nature, is delicate and like all products suffer wear and tear. The 1 year guarantee does not cover wear and tear but a material defect or fault in it’s manufacture. This does not affect your statutory rights.

Wear and Tear

Although wear and tear are not covered under a statutory one year guarantee we can still offer repairs and servicing. The most common repairs are re-tipping claws and tightening settings. Both happen when a item has been accidentally caught or knocked or been worn down with age.

You are always welcome to return an item, with the receipt, either in person or by post, where we can carry out the repairs. We will endeavour to carry out this repair as quickly as possible but it will depend on the amount of damage and how busy the workshop is.

Most insurance companies do not cover for wear and tear and some ask for the stone set items to be ‘checked over’ every year to ensure the claws are strong and the stones tight. We will carry out an annual inspection free of charge and provide documentation for your insurance company.

The costs to repair damage and to build up worn items will vary, and we will give you a quote before proceeding. If repairs are returned to you by post there will be a £10.00 postage charge.

Re-sizing

It is your responsibility to provide the correct finger size when placing an order. We understand that certain romantic events require an element of surprise and ascertaining the finger size might spoil this. In these circumstances you must inform us in advance as there are certain ring styles, due to the nature of the settings, that cannot be resized.

If you find on delivery the size is wrong, send the item back to us or visit in person and we will endeavour to re-size it while you wait. You must return a resize with the receipt.

Unless an item has to be pieced, new purchase re-sizings are free of charge. If re-sizings are posted back to you there will be a £10.00 postage charge.

If the ring requires re-sizing in years to come we can still adjust the size but a charge may be incurred if the item needs piece sizing, or additional tipping and stone tightening is required.

Contact Information

Office 3, 88-90 Hatton Garden
London EC1N 8PN
Phone: 08452000314
info@hsjewellers.co.uk

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