Returns and Refunds
Customer satisfaction is really important to us here at Caravela Jewellery, so if you are not happy with a product, or if you simply change your mind, you can return the product and receive a refund with no fuss, subject to the following reasonable terms and conditions.
All goods, apart from earrings for pierced ears, purchased through our website may be returned provided you notify us by email as soon as possible and within 14 days of receiving the goods.
Earrings for pierced ears are an exception under the Consumer Contracts Regulations (June 2014) because of health and hygiene reasons. They may be returned if faulty in some way, or damaged in transit in which case we would ask you to notify us immediately.
Instructions for returning the goods to the warehousing address (not the registered office) will be issued by Caravela Jewellery, by email, upon receipt of the email notification of intent to return. Although you are not obliged to give a reason for the return, it would be helpful to us if you would tell us, for quality improvement purposes.
Goods must be returned within 14 days (including weekends) of us issuing the return instructions. Goods may only be returned if they are unused, unworn and in a saleable condition. Items such as bridal accessories with a security tag attached must still have the security tag in place to show the item has been unworn.
We cannot accept liability for goods lost or damaged in transit. This is the responsibility of the Royal Mail.
Regrettably, delivery charges for the original order cannot be refunded unless the reason for the return was our fault. The cost of returning the parcel must also be borne by the customer who may use whichever method he/she chooses. However, we would urge you to obtain a proof of posting (which is free) from the Post Office counter which will insure the item for up to £20. For items costing more than £20 and up to £50, Signed For delivery might be more appropriate.
Caravela Jewellery wishes to emphasise that we cannot issue refunds for returns that are not received by us. If an item that is being returned goes astray in transit, the customer (i.e. the sender) will need to claim from the Post Office after a period of 25 working days has elapsed.
We strongly recommend that you use the original packaging (e.g gift box, tissue paper, bubble wrap) for returning the goods as this will minimise the risk of goods being damaged in transit. You may replace the external envelope or packaging if you wish, or if the original packaging was damaged in some way. Once again, if we receive the goods back and they have been damaged in transit, we will not be in a position to issue a refund. In that case, the sender will need to claim for the damaged item as mentioned above, but need not wait 25 working days.
If you are returning goods from a non-EU country, please ensure that you state on the external packaging "Returned Goods - Unsuitable" on the external packaging. You must also complete a Customs Declaration form and attach it to the front of the package with your return address on the back. Failure to comply with this condition may result in UK Customs & Excise VAT/Duty plus the RM Handling Fee (£8) being charged to the recipient, which will necessarily have to be deducted from any refund owed to the sender.
Reminder: Prior to returning any products to us, please email us first using firstname.lastname@example.org.