Your rights to return goods are protected under the EU Distance Selling Directive.
We offer a 14 day working returns policy, during which the buyer can return the goods and request a refund should they wish to do so, provided the item is in the same condition as dispatched upon (including all packaging). In the event of an item being faulty, a replacement will be offered (if available).
We will arrange a collection or return if an item mis-sent or is defective and a replacement item (or equivalent) is requested, and/or the item was received in a faulty condition or was significantly mis-described. We are unable to refund postage when items are returned via the Royal Mail.
The customer is 100% liable for any warranty returns postage costs outside of the standard 14 day period. We operate fully in accordance with the Distance Seller Directive 2000. Refunds can take up to 14 days to be issued from receipt of return
You are entitled to cancel your order and return the goods within 7 working days for a full refund, including the cost of delivery. Do this by contacting us by email or telephone and quoting the order number supplied to you. You are responsible for the cost and risk of loss or damage when returning the goods, so you should take out enough postal insurance to cover their value and a certificate of posting must be obtained.
This cancellation policy does not affect your rights when we are at fault - for example, if goods are faulty or mis-described.
Any goods returned should be in saleable condition.
These terms apply to your order. We may change our terms and conditions at any time, so please do not assume that the same terms will apply in the future.
None of these terms affect your legal rights and these are not diminished in any way. If any term is held to be invalid under any applicable statute or rule of law, that term is automatically omitted from the terms to minimum extent necessary to comply with the law and without affecting the validity or enforceability of the remainder.
Valid for items requiring replacements, returns for refund and items sent incorrectly.
Step 1 – Print returns form:
Print and complete the following returns form:.
Click here to download returns form
f you are having difficulty opening this form please see base of page. If you don’t have access to a printer, please copy and complete all sections on a blank piece of A4.
Step 2 – Repack the item:
Repack the item as well as possible so that the item can make its way safely back to us without being damaged. You are more than welcome to use the external packaging that the item was delivered in if it is intact. There may be a charge of 10% if the manufacturers packaging is damaged or missing.
Step 3 – Address the package:
Clearly address the return to:
Returns @ Jewellery Tray, Heatworks House, Ruthvenfield Road, Perth, UK, PH1 3EE.
Step 4 – Send it back to us
Please advise us if the item is damaged or an incorrectly sent so that we can organise a return at our expense.
If the item to be returned is not damaged or an incorrectly sent then the return can be sent at a local Post Office or postage can be purchased on-line here. Please request proof of postage at the post office.
- Will you refund my postage?
We are happy to accept returns that customers have made themselves, but due to changes made by Royal Mail we are no longer able to refund customer’s return postage. We highly recommend you use our collection or drop off service instead.
- How long will the refund/replacement take?
Refunds are normally issued within 7 days after the return has been received and we aim to reship replacements within 24 hours of receipt.
- I need a replacement urgently. What can I do?
If you require the item in a hurry you are more than welcome to repurchase the item (which we will send via 1st class post at no extra cost) and we will refund the miss-sent or defective item in full upon return including all postage costs, so you are not left out of pocket in any way. Please email us if you choose to do so we can amend the postage method for you.
- I’d like a different product instead. What should I do?
The best thing to do is buy the replacement item separately and we will refund the original item when it gets back to us. Due to the mechanics of our website, eBay and Amazon, there is no easy way for us to bill you for any balance due and we can also get the replacement out to you straight away!
- Why can’t you send my replacement immediately?
We have procedures that our insurance company insists that we follow, one of which is that we receive back mis-sent or faulty items before they are resent. If we do so we are not covered for any loss or fraud. Regrettably we have been victims of a significant amount of fraud in the past, so we have had to put this method in place. This is in keeping with the practices of the majority of independent online sellers.
- Will you refund the cost of Recorded Delivery, Special Delivery, Courier etc?
No. Provided you obtain proof of postage at the post office, a recorded delivery return is not necessary for our purposes. Please note that a receipt does not suffice as proof of postage.