Refund policy

Returns Policy

We want you to love your jewellery – but if for any reason you’re not completely satisfied, we offer a 30-day money-back guarantee and a 1-year manufacturing guarantee for your peace of mind.

30-Day Returns

  • You have 30 calendar days from the date of delivery to return your item for a refund or exchange.

  • Items must be unworn, unused, and in original condition, with packaging, documentation, and any accessories.

  • Refunds will be issued to the original payment method within 5–7 working days of us receiving and inspecting your return.

  • Original postage costs are not refunded unless the item is faulty or sent in error.

Exchanges

  • Prefer an exchange? Just tick the box on the Returns Form.

  • If your chosen exchange item has a different price, we’ll contact you to process the difference.

Exceptions

  • Earrings are non-returnable for hygiene reasons unless faulty.

  • Custom or personalised items cannot be returned unless faulty.

  • Gift vouchers are non-refundable and non-exchangeable.

How to Return

  1. Download and complete our Returns Form. Click here to download.

  2. Post to:
    Lucy Quartermaine
    The Old Coach House
    8 Garden Lane
    Chester
    CH1 4EN

  3. Use a tracked and insured delivery service – items remain your responsibility until they arrive safely with us.

1-Year Guarantee – Faulty Items

All Lucy Quartermaine jewellery is covered by a 1-year manufacturing guarantee from the date of purchase.

If your item develops a manufacturing fault within this period:

  • We’ll offer a repair, replacement or credit note (depending on the issue).

  • If the item cannot be repaired or replaced, a refund may be offered.

  • You must provide proof of purchase.

This guarantee does not cover:

  • General wear and tear

  • Tarnishing, which is a natural reaction of sterling silver to its environment (moisture, air, skin acidity, etc.)

  • Damage caused by misuse, accidents, or failure to follow care instructions

If you believe your item is faulty, email us with photos and order details before sending it back. We’ll review and advise the next steps.