RETURNS POLICY

The Total Satisfaction Policy

At HannahMartinLondon.com we are anxious to ensure your complete satisfaction. We hope that you will be delighted when you receive your package of beautiful jewels from us … but we do understand if sometimes you may need to return or exchange your items.

Every client has a right to a ‘cooling off’ period. This means you can return your purchase(s) for whatever reason you may have, within 7 days of receiving it.

We do have some conditions on this, but we feel they are very easy to comply with.

1. You must not have worn or damaged the jewellery. 


2. The security tag must not be removed from the piece.

3. You need to request a ‘Returns Authorisation (RA) Number’ within 7 days of receiving your goods

4. You must return your goods with 7 days of receiving your RA number.

Personalised or bespoke goods can also be returned, however due to the very specific nature we cannot reimburse you with full cost of the retail price. For personalized good (eg. Engraved) we will retain 10% of the retail price. For custom-made, made to order and bespoke goods we will retain 50% of the retail price.

Late Returns: The RA number must be requested within 7 days of delivery and the goods must be returned within 7 days of receiving the RA number. Returns outside these timeframes may be accepted at the discretion of HannahMartinLondon.com and may only be refunded as a store credit.

How to: Return your item

1. Request a Returns Authorisation (RA) Number by emailing returns@hannahmartinlondon.com.

2. You will be sent a Returns Form along with your RA number. Fill in the form and enclose in package. Your RA number should be written on the outside of the package.

3. You will be issued with a FedEx telephone and account number so you can arrange a FedEx collection for your return. Please ensure that you write clearly on the FedEx paperwork that the item is being returned.

4. The item(s) must be packed securely in the packaging in which you received it. We are not liable to refund you if the jewellery is returned to us broken. You must at the same time return any accessories sent with the item (jewellery box, certificate and promotional gifts), and be sure that the security tag is left on.

5. Goods must be returned within 7 days of receiving your RA number. For returns outside the UK the goods must have been shipped within 7 days of the RA number.

There is no charge for returning items. Please note Delivery Charges will not be refunded.

5. Once we have received the item(s) we will notify you by email and the appropriate action will be taken immediately.

Any sum debited from you credit card will be credited to your account as soon as possible and in any event within 30 days of your order PROVIDED THAT the goods in question are returned by you and received by us in the condition they were in when delivered to you. If you do not return the goods delivered to you, in the way detailed above, we shall be entitled to deduct the direct costs of recovering the goods from the amount to be credited to you.

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How to: Exchange your item

If you would like to exchange your item, we are very happy to help you with this. The same conditions apply as for Returns and the process is as follows.

1. Request an Exchange Authorisation (EA) Number by emailing exchange@hannahmartinlondon.com.

2. You will be sent an Exchange Form along with your EA number. Fill in the form and enclose in package. Your EA number should be written on the outside of the package.

3. You will be issued with a FedEx telephone and account number so you can arrange a FedEx collection for your return. Please ensure that you write clearly on the FedEx paperwork that the item is being returned.

4. The item(s) must be packed securely in the packaging in which you received it. We are not liable to refund you if the jewellery is returned to us broken. You must at the same time return any accessories sent with the item (jewellery box, certificate and promotional gifts), and be sure that the security tag is left on.

5. Goods must be returned within 7 days of receiving your EA number. For returns outside the UK the goods must have been shipped within 7 days of the EA number.

We will only be able to ship your exchanged goods once we have received the returned item(s).

You will be charged for any additional cost and any additional shipping, taxes and import duties.

CREDIT NOTES:

An item may also be exchanged for a Credit Note, under the parameters outlined in this Returns Policy. Once issued Credit Notes are valid for 6 months. These can only be used to purchase goods on this website.