We want you to be happy with your purchase. If you are not satisfied, you have 14 days after receiving your item to request a return or exchange. Below are the details of our returns and refunds process:

Eligibility for Returns/Exchanges

• Items must be in their original, unused condition with proof of purchase and original packaging.
• Sale items or discounted products are non-returnable.
• Specially commissioned or personalized items cannot be returned unless faulty.

Damages and Issues

• Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item so that we can evaluate the issue and make it right.
• If you’ve damaged your jewellery and believe it may be due to a fault in the craftsmanship, please email diana@dianagreenwood.com with details and photos of the damage.
• We will review the issue to determine if it’s related to a manufacturing fault or due to wear and tear/handling.
• Damage due to negligence or misuse isn’t covered by our policy, but we’re happy to discuss repair options wherever possible.

How to Request a Return

For UK Customers:

• Email diana@dianagreenwood.com with your name, order number, item details, and reason for return.
• Once your item is inspected, we’ll notify you of approval or rejection via email. If approved, we’ll process your refund within 3 days.

For International Customers:

• Email diana@dianagreenwood.com with your name, order number, address, item details, reason for return, and whether you prefer a refund or exchange.
• If a customs declaration form is required, mark the item as a “Returned Item” to avoid additional customs fees. Any incorrectly marked items may delay the returns process.

Return Shipping Information

• You are responsible for the safe return of the item and the cost of return postage.
• We recommend using insured delivery services, such as Royal Mail Special Delivery or International Tracked services. Diana Greenwood Jewellery is not responsible for items lost or damaged in transit.
• UK exchange postage fee: £9.25.
• International exchange postage fee: £14.00.
• Send returns to:
  Diana Greenwood
  68 Wodeland Avenue, Guildford, Surrey GU2 4LA United Kingdom

Refunds

• Once approved, refunds are issued to your original payment method. Please allow time for your bank or credit card company to process the refund.
• Original postage costs are non-refundable unless the item is faulty.
• Partial refunds may be granted for:
• Items not in their original condition, damaged, or missing parts not due to our error.
• Items returned more than 14 days after delivery.

Damaged or Faulty Items

• If your item is delivered faulty or damaged, please email us immediately.
• If a package arrives damaged, refuse delivery and contact us for a replacement. We’ll cover additional delivery costs in this case.
• Faulty items are eligible for return or replacement within 6 months of purchase if there’s a manufacturing defect.
• Chains on necklaces and bracelets are covered for 6 months. After that, repairs will incur a fee.

Non-Returnable Items

• Sale items, discounted items, and gift cards are non-returnable.
• Personalized or custom orders cannot be returned unless faulty.

Contact Information

For questions or concerns, please contact diana@dianagreenwood.com.