Returns & Exchanges FAQ's
-
What is Carrie Elizabeth's return policy?
We are happy to accept back any unworn item within 14 days of receiving your order to our return address. This excludes engraved or resized items and items purchased in our Sample Sale, Archive or Pre-Order collections. You can return your item for a refund, credit note or if the item is a ring t... -
To return an item please select the ‘Start Your Exchange/Return’ action button on our Returns Page. You will then be asked to enter your order number and email address used to place your order. From here you can then select which item you would like to return, the reason why and if you would like...
-
If your item is a ring then we can offer an exchange for an alternative size of the same design, if in stock. However, we are unable to offer an exchange for all other items but you can choose to return your item for a credit note instead of a refund and use your credit note towards an alternativ...
-
We are unable to accept a return on our Aura Perfume - 2ml Tester and we are only able to accept our Aura Perfume - 50ml back if the packaging remains unopened.
-
Yes as long as the earrings are unworn and returned to us in perfect condition.
-
Can I return Solid Gold items?
If your item is a personalised made to order Solid Gold item then this is non refundable and non returnable. However, " Ready to Wear" or standard made to order Solid Gold items can be returned in perfect condition within 14 days of receipt. -
My order is faulty, how will this be resolved?
It is very rare that we have any faulty issues with our items but we appreciate that our products are very delicate, therefore occasionally faults can occur. If this happens to you, please do get in touch with your order number, description and images of the faulty product to hello@carrieelizabet... -
I've received the incorrect item/missing an item from my order, how will this be resolved?
At Carrie Elizabeth we take extra care to make sure all orders are sent out correctly, but occasionally mistakes can be made. If this is the case please email hello@carrieelizabeth.co.uk with your name and order number and a note to explain the situation and our customer service team will resolve... -
Who pays for the return postage?
Unfortunately, we do not cover the return postage of items returned for an exchange or refund, unless faulty. We recommend returning the items by First Class signed for delivery, to ensure your order is safely returned to us. If returning from outside the UK, please send via normal post and not a... -
What address should I send returns to?
Please send all returns to the following address: Carrie Elizabeth Returns Unit 26, Wedgwood Gate, Wedgwood Way, Pin Green Industrial Estate, Stevenage, Hertfordshire SG1 4SU We ask that all returns are returned in their original packaging and to include your name and order number within the pack... -
How long will it take for my refund or exchange to be processed?
Once our team in the depot have received your return please allow 72 hours for your refund or exchange to be processed. Please note over particularly busy periods this may increase to over 72 hours. If you are returning an order for an urgent refund or exchange please email our customer service t... -
What is the product guarantee?
Every piece of Carrie Elizabeth Jewellery is covered by our 12 month warranty. Should your jewellery suffer a breakage, missing stone or any other fault due to a manufacturing defect during this time period then please contact us on hello@carrieelizabeth.co.uk and we will assist you. We will re ... -
Do you offer a re plating service?
Certainly, we offer replating services. The fee for replating a single item is £30.00. Should you choose to replate multiple items simultaneously, each additional item will be charged at a reduced rate of £15.00. If you're interested in taking advantage of our replating service, please reach out ...