Refund policy
RETURNS & FAULTY ITEMS
We want you to be completely happy with your jewellery. Please read the information below carefully.
Returns
If you wish to return an item, please notify us at info@kirstielemarque.com within 7 days of receiving your order, quoting your order number. Items must be returned within 14 days of receipt.
Please note our Christmas Gift returns deadline is 8th January 2027.
Returns must be authorised by contacting us at info@kirstielemarque.com.
Once approved, returns should be sent to the address provided in our confirmation email.
UK & EU Customers – Statutory Rights
Nothing in this policy affects your statutory rights. UK and EU customers purchasing online have the right to cancel within 14 days of delivery in accordance with the Consumer Contracts Regulations 2013.
Returned items must be unworn, unaltered and returned in their original packaging. Items showing signs of wear will not be accepted.
Customers are responsible for return postage unless the item is faulty. Original shipping costs are non-refundable unless the item is faulty. We recommend using a tracked and insured service.
Refunds are processed within 14 days of receiving your return and issued to the original payment method. Please allow up to 10 business days for your bank to process the refund.
Faulty Items & Repairs
If you believe your item is faulty, please contact us at info@kirstielemarque.com with your order number and clear photographs.
If a manufacturing fault is confirmed, we will offer a repair or replacement, depending on the nature of the fault and availability.
Where a fault is identified within 6 months, it will be assumed to have been present at purchase unless proven otherwise. After 6 months, evidence may be required that the fault existed at delivery. Refunds are not automatically offered where repair or replacement is possible.
The following are not considered faults:
• General wear and tear or accidental damage.
• Tarnishing or discolouration caused by chemicals, water, perfumes or lotions.
• Precious stones lost after 14 days.
• Damage caused by failure to follow our jewellery care instructions.
For non-faulty items damaged through wear, we may offer a chargeable repairs service, subject to assessment. Repairs may take up to 8 weeks.
Customers are responsible for return postage for repairs. Items must be securely packaged.
Exclusions
• Earrings are non-returnable for hygiene reasons
• Engraved and bespoke pieces are non-returnable unless faulty
• Gift returns are refunded via e-gift card only
• Gift cards are non-refundable
• Items purchased from stockists must be returned to the original retailer
International Returns
Customers are responsible for all international return shipping costs. Duties, taxes and customs fees are non-refundable. Statutory consumer rights may vary by location.
Please note; our Customer Service emails are reviewed between 10am - 4pm, Mon - Fri. Please expect a response to your message within 48 hours of sending.