customer services

Returns & exchanges

Refund policy

Christmas returns policy

All items purchased between Monday 23rd October 2017 and Sunday 24th December 2017 inclusive can be returned for an exchange or refund between Tuesday 26th December 2017 and Saturday 27th January 2018. This does not affect your consumer rights.

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Faulty items

The procedures set out here to cancel an order or return an item do not affect your right to reject faulty goods.
Please note that certain items cannot be returned unless Ernest Jones is at fault.
These are personalised or engraved items.

If you do receive a faulty item, please follow one of the procedures outlined in our Returning an item section (or for faulty personalised jewellery please follow the returns procedure set out in the Personalised Jewellery section).

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Returning an item

If you wish to return goods, you have a duty to keep them in your possession and to take reasonable care of them until you return them. Goods must be returned in their original condition, including immediate packaging, within the cooling off period.

We accept refunds or exchanges of pierced jewellery only in original packaging. If you would like to return your purchase please ensure the plastic bag containing your order remains sealed. If the items have been removed from the bag or if the bag has been tampered with, we cannot refund or exchange the item due to hygiene reasons.

Our refund policy does not affect your statutory rights. For further information on your statutory rights, visit www.consumerdirect.gov.uk.

There are two easy ways to return an item:

Returns by post

You can return items to us by post free of charge within 30 days and you will be refunded on the payment card you used to place the order.

If you ordered your item via:

  • Standard Delivery Service: There is a Freepost label inside your package for you to return the item(s)
  • Next Day Delivery Service: There is a Royal Mail Special Delivery Silver Packet inside your package to return your item(s)

For all postal returns:

  1. Place the item into its original presentation box. Please note that pierced jewellery must be returned in its original sealed packaging.
  2. Please highlight or place a tick next to the items you are returning on the despatch note.
  3. Place the item and original despatch note or a copy inside your parcel; please use the Freepost label or Royal Mail Special Delivery Packet, which came with your original package.
  4. Make sure the package is sealed securely.
  5. Visit your local Post office to return your item(s) and ask for a receipt of postage.

For refunds: once we have assessed the items, the money will be put back on to the credit/debit card that was used to place the order online.

If the items were a gift to you, the easiest way to get a refund is to take them to your nearest Ernest Jones store where you will be reimbursed with Gift Cards.

For exchanges: you will need to go to your nearest Ernest Jones store (see section below for more details). We cannot process exchanges by post.

This returns policy does not affect your statutory rights.

Unfortunately, online orders cannot be returned to stores in the Channel Islands or Eire.


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Return to any UK Ernest Jones store

This is the quickest way to obtain a refund. You can also exchange your unwanted item at your local Ernest Jones store. Unfortunately, online orders cannot be returned to stores in Eire or the Channel Islands.

  1. Place the item into its original presentation box. Please note that pierced jewellery must be returned in its original sealed packaging.
  2. Take it along to an Ernest Jones store, together with your despatch note.
  3. If the item is in its original condition, we will process the refund or exchange for you. Please note that pierced jewellery must be returned in its original sealed packaging.
  4. If you require a refund, please bring with you the credit/debit/gift/insurance card used to place the order.
  5. If you received the item as a gift, you'll be reimbursed with a gift card, credited with the cost of the item.
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Returning a gift

Cash refunds for gifts can only be made to the payment card used to purchase the goods. If you buy a gift online, the recipient will not be able to get a cash refund if they want to return the item. If a recipient does want to return a gift, we will exchange it for a gift card credited to the value of the gift at any Ernest Jones store within the cooling off period.

Our refund policy does not affect your statutory rights. For further information on your statutory rights, visit www.consumerdirect.gov.uk.

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Cooling off period

Except in relation to Personalised Jewellery, when you order from us online, you are entitled to a cooling off period when you can return your goods without any penalty. Our cooling off period is 30 days, which includes any statutory cooling off period.

This period starts the day the contract is agreed (i.e. you receive an email from us saying we have despatched your order) and ends 30 days after the day following delivery of the goods.

Personalised Jewellery is excluded from the cooling off period guarantee, unless Ernest Jones is at fault (please see our dedicated Personalised Jewellery order section below).

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Cancelling an order before despatch

If you change your mind after placing an order, you can cancel it at any time before we despatch it by telephoning us. You will need to give as your name and address details, as well as your order number.

If you cancel part of an order, the postage and packaging charge is recalculated on the price of the items you keep. For example, if your order is for goods worth £100 and you then cancel an item worth £30, your order total will be below £150 and you will no longer qualify for free Standard delivery.

RIGHT TO CANCEL

You have the right to cancel your order at any time between now and 30 days after you (or the person you ask us to ship the products to) receive your items. Certain exceptions to this cancellation right apply, they are set out below.

This right to cancel is inclusive of the 14 day statutory cancellation right that you have, but is in addition to your rights to return defective or damaged goods and your other legal rights. For further details of these rights you can contact the Citizens Advice Bureau at www.adviceguide.org.uk/consumer

IMPORTANT NOTE REGARDING PERSONALISED, PIERCED & ENGRAVED JEWELLERY:

Please note that your right to cancel does not apply to orders for pierced jewellery where packaging has been opened, personalised jewellery, gifts or engraved items.

EXCERCISING YOUR RIGHT TO CANCEL

To exercise the right to cancel, you must inform us clearly of your decision to cancel. We recommend that you do this by email to customer.services@ernestjones.co.uk or by using our online cancellation form www.ernestjones.co.uk/webstore/static/customerservice/customer_returns.do as this reduces the risk of any dispute about whether or not you have cancelled.

If you wish to cancel by letter, please write to: Customer Services Department, Ernest Jones, Hunters Road, Hockley, Birmingham B19 1DS We recommend that you include the following information in your cancellation letter/email:

[I/We [*] give you notice that I/We [*] cancel my/our [*] contract of sale of the following goods:

Ordered on [*]/received on [*],

Order Number:

Name of consumer(s),

Address of consumer(s),

Signature of consumer(s) (only if this form is notified on paper),

Date:

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Personalised Jewellery orders

When you order Personalised Jewellery from our website, we will create or customise a specific and potentially unique piece of jewellery designed around your own specific requirements.

You may change your mind and notify us that you wish to cancel your order for Personalised Jewellery at any time before you receive our email that confirms acceptance of your order for Personalised Jewellery. Please note that this is a different email from the one that we send to confirm that we have received your order.

Once you have received our order acceptance email, a binding agreement will be formed and you will no longer have the ability to cancel your order.

If your item is faulty or does not match the specifications contained in your order, you should:

  1. Contact our Customer Services team on 0800 4581066*.
  2. We will send you a pre-paid package in which to return your items so that postage will be free for you. Please note that pierced jewellery must be returned in its original sealed packaging.
  3. Place the item into its original presentation box and make sure that the parcel is sealed securely. You should also place a copy of your despatch note into the parcel.
  4. If the item is in its original condition, we will refund the goods.
Please note that we are unable to accept returns to store for Personalised or Engraved items.
*Calls are charged at local rate and may be recorded. Our lines are open 9am-5.30pm Monday to Friday and 9am - 1.00pm Saturdays. Closed Sunday and Bank Holidays.
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