Refund policy

Returns

I hope you will be more than happy with your jewellery, but understand that sometimes you will need to return or exchange an item.

I have a 30-day return policy, which means you have 30 days after receiving your item to request a return. 

To be eligible for a return, your item must be in the same condition that you received it, unworn, and in its original packaging. You’ll also need the receipt or proof of purchase. 

To start a return, you can contact me at susannah@thestudioatwirksworth.com. Please note that returns will need to be sent to the following address: The Studio at Wirksworth, Institute Buildings, North End, Wirksworth, DE4 4FG. I’m afraid that you will need to pay the return postage and this will need to be by Royal Mail Special Delivery in order that the piece is insured on its journey. If a different delivery method is used, I will not be able to refund or issue an exchange if the piece is lost in transit. 

 Items sent back to me without first requesting a return will not be accepted.

You can always contact us for any return question at susannah@thestudioatwirksworth.com. 

Damages and issues
Please inspect your order upon reception and contact me immediately if the item is defective, damaged or if you receive the wrong item.

Exceptions / non-returnable items

I will be unable to provide refunds or replacements where damage has been caused by accident, neglect or misuse. I’m afraid I cannot provide refunds or exchanges for earrings.

Custom orders may not be eligible for refund or exchange - I will confirm this when we discuss the order.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
I will notify you once I've received and inspected your return, and let you know if the refund is approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. 
If more than 15 business days have passed since we’ve approved your return, please contact us at susannah@thestudioatwirksworth.com.