Returning an Item
To Return an item please follow the below steps.
Contact us on email@example.com and let us know that you would like to return your item. You will then be issued a return number. You will also need to include a covering letter. Please ensure that the parcel is addressed: 8 The Town, Enfield, Middlesex EN2 6LE. Your item will need to be packaged in its original box with all the documentation received. You may be liable for the replacement cost of the packaging and collateral material. For example, the diamond certificate is unique and carries a £150 replacement fee. Call before returning items. Failure to return the box or any documentation could result in a delay/deduction from your refund amount.
Once you have followed these steps please send the item back to us via a reputable postal service or courier company. You are responsible for the cost of postage and ensuring the product is insured for the correct amount when sent back to us. Ozdil Jewellers will not be responsible for any loss or damage while the item is in transit back to us. Email us the date of postage along with the parcels tracking number so we can track your parcel.
Any unauthorised, improperly packaged, or non-insured packages will be returned to sender. Items that have been damaged in any way cannot be accepted for return.
Once we receive your returned item our Returns Department will check the item over before releasing it for a refund. If any item is found to have been worn, damaged, re-sized by another jeweller or it has been mishandled in anyway it will not be eligible for a refund. Once your return is approved please allow 8-10 working days for the funds to appear in your account. If any items that have missing diamonds or damage that the customer has no knowledge of then the item will not be accepted for a refund. Our craftsmen are some of the best qualified jewellers in the country and all our items are checked thoroughly before dispatch. If you are not sure whether your item falls under our 14 day money back guarantee then please contact us.
Are there any items not covered under your returns policy?
Bespoke items – Jewellery that has been specially commissioned for you will not be valid, there will have been multiple points throughout where you will have had to approve designs.
Engraved items – Any jewellery that had engraving carried out will be non-returnable. This is personal to you and the item cannot be re-sold.
Worn or Damaged Items – Any jewellery that has been clearly worn or has suffered damage whatever that maybe while in your possession.
Unfortunately we cannot accept returns of earrings or cleaning products. This is for hygiene reasons and doesn’t affect your statutory rights. In short, we cannot accept items that have been engraved, personalised or altered.
Returns And Cancellations
Under the Consumer Protection Regulations, you have the right to cancel your order with us at any time within 7 days of receiving your goods. In the event we are unable to deliver your order within our standard delivery timescales you are entitled to cancel your order with no penalty. Should you cancel the contract we will then refund you the price you have paid for the goods, this will not include delivery charge if you have cancelled after your order has been dispatched, also not a service provided by us, such as a special delivery service. You are under a duty to take reasonable care of the goods, which means the goods must be unused. Please contact our Customer Service Team should you wish to cancel your order.
Even though packages are sent via secure insured courier service on rare occasions we do experience losses whilst in transit. If this occurs please allow 10 days for the package to arrive from the date of despatch. Please be aware that if we are not contacted within 14 days, an insurance claim cannot be made and thus the customer will be unable to claim any loss from Ozdil Jewellers.