Refund Policy

This Refund Policy describes how cancellations, exchanges, returns, lost packages, damaged orders, incorrect orders, faulty goods and refunds are handled.

Cancellations

Cancellations are accepted up till an order is dispatched and a full refund will be provided. Please be aware that items are only marked shipped once they have been passed to the postal service. Sometimes it might take a few hours after an item is shipped, for us to have the opportunity to mark the order as dispatched. Please contact us to notify us of your cancellation.

Exchanges

Bracelets and necklaces can be exchanged for a different size. Please follow the returns instructions below to return your item(s) for an exchange. Please note that you, the customer, are responsible for any return shipping costs. Your exchanged item will be sent out once the original item(s) have been received in their original condition.

Please also contact us to inform us of the size you are wishing to exchange the item for.

For UK exchanges, your exchanged item will be sent out at no extra cost. For international exchanges, unfortunately, we will have to charge a redelivery cost before shipping out your exchanged item (please see the Shipping Policy for our shipping costs).

Returns

For faulty goods returns please see the "Faulty Goods" section below. For all other returns, please return the item(s) within 14 days of delivery in the condition they were sent out, and a refund including the original standard shipping cost will be refunded upon receipt. Please note that you, the customer, are responsible for any return shipping costs. Please also note that if you have upgraded your shipping from the standard shipping, then only the standard shipping cost will be refunded along with the item price.

Standard Cancellation Notice (Delete or add information where applicable):

Seller: Victoria Tickner
Address: 16 Cook Place, Chelmer Village, Chelmsford, Essex, CM2 6TW, UK
Email: victoria@purplewyvernjewels.com

I/We hereby give notice that I/we cancel my/our contract of sale for the following goods.

Name or description of goods:
Ordered on (date):
Received on (date):
Order number (from receipt):
Reason for return:
Customer's name:
Customer's address:
Customer's signature:
Date:

Return Items To:

Purple Wyvern Jewels
16, Cook Place
Chelmer Village
Chelmsford
Essex
CM2 6TW
UK

Postage:

It is recommended that you obtain proof of postage for all returns and for orders over £20 it is recommended that you use a trackable/signature shipping service.

International Returns (outside the UK):

For international returns, please mark the package clearly with "RETURNED GOODS" and include on the customs form a complete and accurate description of the goods, clearly marking it as returned merchandise. If the package is marked incorrectly, any import fees charged will be deducted from the amount you originally paid, therefore only a partial refund will be provided in this circumstance.

Lost Packages

UK:

Items are not classified as lost until 2 weeks have passed since the package was dispatched. If your order has taken longer than 2 weeks, please get in contact to notify us of your issue.

If the order is deemed by us as lost, you will be given the option of the order being resent (subject to stock availability) or a full refund.

International:

Items are not classified as lost until 6 weeks have passed since the package was dispatched. If your order has taken longer than 6 weeks, please get in contact to notify us of your issue. The matter will be investigated and you will be contacted to inform you of any next steps, this might include waiting a little longer if there are postal delays and/or customs delays to your country.

If the order is deemed by us as lost, you will be given a full refund.

Damaged Orders

Please take a photo of the damaged item(s), including a photo of the original packaging and email the photos to victoria@purplewyvernjewels.com. You will be given the option of replacing any of the damaged items (subject to stock availability) or a refund.

Incorrect Orders

We have a robust quality checking procedure, therefore to-date, we have yet to send out any incorrect orders. However, if you do find that the order you receive is incorrect, please take a photo of the incorrect item(s) and email the photos to victoria@purplewyvernjewels.com. The incorrect items will be replaced.

Faulty Goods

Faulty goods may be replaced, repaired, fully or partially refunded. Please contact us before making any faulty goods returns. We will agree a suitable course of action which may include return of goods at our cost or alternative action that does not require return of goods. We will not refund postage costs for unauthorised returns.

We exclude responsibility for any damage caused by wear and tear, excessive stretching, cutting, abrasion, incorrect care, heat, prolonged exposure to sunlight, exposure to water, chemicals, staining, unauthorised repair, heavy wear, rough handling or other inappropriate actions.

Refunds

Any refunds that are provided will be refunded to the original payment method. If you have been notified by us that we have refunded you and you have yet to receive it, please check with your payment provider (e.g. bank, credit card company, PayPal etc). There is often some processing time before a refund is shown by your payment provider. If you’ve done all of this and you still have not received your refund yet, please contact us.


E&OE

Last updated April 2020