Returns Policy

Returns Policy

We value your satisfaction and aim to make our returns process as straightforward as possible. Below is our policy for returns, cancellations, and refunds.

1. Statutory Right to Cancel
You are entitled to cancel your mail order purchase and receive a full refund. To do so, please return the goods along with the original or a copy of your invoice and a written explanation for the return. Returns must be received by us within:

• 30 days of receipt for full-priced items.
• 14 days of receipt for discounted or sale items.

Please note: Postage costs will not be refunded for discounted or sale items unless they are faulty or sent in error.

2. Conditions for Returns
We can only accept returns if the following conditions are met:

• The goods are returned in their original packaging.
• All labels, accessories, manuals, and documentation are included.
• The items are unworn, undamaged, and in a saleable condition.

3. Special Orders and Bespoke Jewellery
Special orders and bespoke items (e.g., products custom-made or not normally stocked) are non-returnable unless they are faulty or incorrectly supplied.

4. Refund of Postage Costs
Postage costs are non-refundable unless the item is faulty or has been sent to you in error.

5. Processing Returns
We aim to process returns within 7 working days of receipt. In rare cases, processing may take longer, and we will keep you informed if this happens.

For any queries, please contact us at:

• Phone: 01425 616347
• Email: cnshop@charlesnobel.com

6. Exclusions from Returns
Unfortunately, we cannot accept returns for the following items:

• Personalised products, including engraved items.
• Bespoke items, such as wedding rings or custom-made designs.
• Items that have been worn or are no longer in a saleable condition.
• Items resized by us or a third party.
• Lost diamonds resulting from third-party work or non-manufacturing faults.

7. Returns on Sale Items
If returning sale items reduces the total order value below the threshold for free or discounted postage, the cost of delivery will be deducted from your refund.

8. Additional Considerations
For disputed items, we reserve the right to return them to the manufacturer or an independent assessor for evaluation.