Refund policy

At Edith, Nell & Rose we want you to feel confident ordering from us. Most pieces find their home straight away, but if something is not right, this page explains exactly how a return works, what it costs and how long it takes.

Your right to change your mind

If you are a consumer in the UK, the Consumer Contracts Regulations 2013 give you 14 days from the day your order is delivered to cancel it, without giving a reason.

We extend that to 30 days. You have 30 days from delivery to tell us you want to cancel, and a further 14 days after that to send the item back.

How to start a return

Email info@edithnellrose.com within 30 days of delivery, quoting your order number and which item you are returning.
We reply with the return address and confirm the next steps.
Send the item back within 14 days of telling us. Please use a tracked service: the item stays your responsibility until it reaches us.

Where returns are sent, and who pays

Our pieces are dispatched from our supplier's warehouse, which is outside the United Kingdom. Returns go back to that same address, not to a UK address.

You pay the cost of returning the item. That includes international postage and any customs or handling charges raised on the way back. We are not able to reimburse those costs.

As a guide, tracked international postage for a small parcel usually costs between £11 and £20, depending on the carrier you choose. We will confirm the return address before you send anything, so you can check the price first.

This does not apply to faulty, damaged or incorrect items. In those cases we pay the return postage. See below.

Condition of returned items

To be refunded in full, a returned piece must be:

Unworn, other than trying it on
Undamaged and showing no signs of wear
In its original box and pouch, with any tags still attached

You are free to handle a piece the way you would in a shop. If it comes back showing more wear than that, we may reduce your refund to reflect the loss in value.

Items we cannot take back

By law, the right to cancel does not apply to:

Pierced earrings, and any other item sealed for hygiene reasons, once the seal has been broken
Pieces personalised or engraved to your specification

This does not affect your rights if the item turns out to be faulty.

Refunds

We refund you within 14 days of receiving the item back, or of you sending us proof that you have posted it, whichever comes first.

Refunds go back to the payment method you used
We refund the full price you paid for the item
Delivery is free on every order, so there is no outbound delivery charge to refund
We do not charge a restocking fee or an administration fee of any kind

Sale and discounted items are refunded on exactly the same terms as full-price items.

Faulty, damaged or incorrect items

If a piece arrives faulty or damaged, or is not what you ordered, email us with your order number and a photograph.

Under the Consumer Rights Act 2015 you can reject the item and ask for a full refund within 30 days of delivery. After that you can ask for a repair or a replacement, and if that is not possible or does not put it right, a refund.

We pay the return postage on faulty, damaged or incorrect items. You will never be out of pocket for our mistake.

Every piece also carries our lifetime warranty against manufacturing faults. If a clasp gives out or a stone works loose, get in touch and we will repair or replace it.

Lost or undelivered parcels

Every order is tracked. If tracking shows your parcel was delivered to the address you gave us and you cannot find it, contact us and we will open an enquiry with the carrier.

We cannot take responsibility for parcels sent to an incorrect or incomplete address supplied at checkout.

Changing your delivery address

Tell us within 24 hours of placing your order if the address is wrong. After that the parcel is usually already with the carrier and we can no longer change it.

Complaints

If you are unhappy with how we have handled a return, email us and we will respond within one working day. If we cannot resolve it between us, you can refer the matter to your local Trading Standards service via Citizens Advice.