30-day returns

You can notify us that you wish to return an eligible item within 30 days of receiving it. Our 30-day policy includes your statutory cancellation period and an additional voluntary returns period, subject to the conditions below.

How to request a return

Return instructions and the correct returns address will be included in the documentation supplied with your order. If you wish to return an item, please notify us at returns@forgedandfound.co.uk before sending it and include your order number. Returns must be sent to the address provided in your order documentation. Do not send returns to our registered office unless it is expressly stated as the returns address.

Return condition

For a change-of-mind return, the item must be returned unworn and unused, with its original packaging and all components supplied with it. You may inspect and try on an eligible item in the same way that would reasonably be permitted in a shop.

Tamper-evident security tags

Some jewellery is supplied with a tamper-evident security tag that does not prevent inspection or trying on. Do not remove the tag unless you intend to keep the item.

An item will not be accepted under our voluntary returns policy if its security tag has been removed, broken, tampered with or displays “VOID”.

This does not affect your statutory rights where an item is faulty, damaged, not as described or incorrectly supplied.

Items that cannot be returned

• Items made to your specifications or clearly personalised
• Items that have been resized, engraved, altered or otherwise adapted at your request
• Earrings and other pierced jewellery

For health and hygiene reasons, earrings and pierced jewellery cannot be returned. This restriction does not apply where an item is faulty, damaged, not as described or incorrectly supplied and does not affect your statutory rights.

Return postage

After you notify us of your return, we will email you a pre-addressed returns label. This is an address label only and does not include postage.

For change-of-mind returns, you are responsible for arranging and paying for Royal Mail Special Delivery or an equivalent fully tracked service that expressly covers jewellery for at least the item's full purchase price. Please retain your proof of posting and tracking information until your return and refund have been completed.

As you arrange and purchase the return service, you will normally need to make any claim directly with the carrier if the parcel is lost or damaged. This does not affect your statutory rights or the refund deadlines below.

If an item is faulty, damaged in transit, incorrect or not as described, contact us before returning it. We will arrange the return or reimburse reasonable return costs that have been agreed with us in advance.

Refund timing

Returned items will be inspected when they are received. We will issue any refund due to the original payment method without undue delay and no later than 14 days after the day we receive the returned item or, if earlier, the day you provide satisfactory evidence that it has been sent to the correct returns address.

Once we have issued the refund, your payment provider or bank may take up to 10 working days to display the refunded amount in your account.

Delivery charges and partial returns

Complimentary delivery is conditional on the customer retaining goods worth at least £50.

If a partial change-of-mind return reduces the value of the goods retained to less than £50:

• £4.99 will be deducted from the refund where the original order value was between £50 and £750.
• £20 will be deducted from the refund where the original order value was more than £750 and up to £2,500, reflecting the cost of the higher-value insured delivery service provided.

No retrospective delivery charge will be deducted where you cancel and return the entire eligible order under your statutory cancellation right. If you originally paid the £4.99 standard delivery charge, it will be refunded when required by law. Any amount paid for a delivery option more expensive than our standard service is not refundable unless the delivery service was faulty.

These deductions do not apply to returns of faulty, damaged, incorrect or misdescribed goods.

Exchanges

We do not currently process direct exchanges. Return the eligible item in line with this policy and place a new order for the replacement you want.

Faulty or incorrect items

Inspect your order when it arrives and contact us promptly if it is damaged, faulty, incorrect or not as described. Include your order number and clear photographs where possible. Your statutory rights are separate from, and are not limited by, our 30-day change-of-mind policy.

Model cancellation form

You do not have to use this form, but you may copy and email it to returns@forgedandfound.co.uk: