Exchanges & Returns
We want you to be happy with your jewellery. If there are any problems with your order, please contact us as soon as possible after receiving it and include a photograph where appropriate.
We accept returns and exchanges on eligible items within 21 days of receipt, provided the item has not been worn, damaged or personalised.
This returns policy is in addition to and does not affect your statutory rights.
Customer Responsibilities:
It is the customer's responsibility to:
- select the correct necklace and bracelet length
- select the correct ring size
- select the correct birthstone
- provide the correct spelling for personalised jewellery
Items excluded from returns
We are unable to accept exchanges or returns on:
- engraved or hand-stamped jewellery
- jewellery personalised with family birthstones
- rings made to order to a specific ring size
- personalised or bespoke jewellery made to your specifications, including bridal jewellery customised to your requested length or design
- earrings that have been worn. For hygiene reasons, earrings must be returned unworn and in their original condition.
Contact before returning
Please contact us before returning your item, so that we can provide return instructions and process your return as quickly as possible. Returns sent without prior contact may be delayed while we identify the sender or resolve any customs charges incurred.
Return postage
Once your return has been agreed, please send it back within seven days.
Customers are responsible for the cost of returning items and for any customs charges incurred when returning from overseas.
Cancellations
As our pieces are handmade to order, we recommend contacting us within 24 hours if you wish to cancel your order. Once production has begun, we may not be able to offer a full refund, particularly for personalised or bespoke items.
Breakages
We make jewellery suitable for everyday wear. In the rare event of a manufacturing-related breakage, such as a broken chain, we will offer a repair or replacement free of charge up to six months from the date of purchase. Please email us at jewellery@honeywillow.com and include a photograph of the breakage in your email.
Tarnishing
Silver jewellery may naturally tarnish over time, particularly if exposed to perfume, cosmetics, chlorine or moisture. We offer a professional cleaning service to help restore your jewellery.
Faulty items
Nothing in this policy affects your legal rights if an item is faulty or not as described. If you believe your jewellery has a fault, please contact us and we will be happy to help.
Refunds
Refunds will be processed to the original payment method once the returned item has been received and checked. Please allow five working days once we have received the item. Please contact us if you have not received notification by then.