Customer Satisfaction

Your satisfaction is very important to us. If you are not completely happy with your purchase, please contact us by email within 14 days of receiving your order, quoting your order number. We will be happy to arrange an exchange or refund.

We aim to respond to all return, repair, and exchange requests within 48 hours.

By purchasing from Zoe Davidson Jewellery, customers agree to these Returns & Refunds terms.

Submitting a Return, Exchange, or Repair Request

Customers can officially submit a request under the Zoe Davidson Jewellery Returns & Refunds Policy by completing our Returns & Post-Warranty Repair Request Form.

For faulty or damaged items, please ensure that photos of the item are included via email to made@zoedavidsonjewellery.co.uk, along with your order number.

Completing this form allows us to process your request efficiently and ensures all details are recorded in accordance with our full policy.

How to Return an Item

1. Email us first to discuss your return.

2. Once we confirm, send your item back to:

Zoe Davidson Jewellery
Springfield Cottage
Back Road
Stromness
Orkney
KW16 3AW

3. Package securely in the original packaging and include:

   • Your name

   • Invoice/order number

   • Reason for return

We recommend using a tracked Special Delivery (Signed For) service, as we cannot be held responsible for items lost in transit.

Return Conditions

• Items must be in perfect, unused condition and in their original packaging.

• Return shipping costs are the responsibility of the customer unless the item is faulty or incorrect.

• If the return is due to customer error (e.g., incorrect size, change of mind), the return postage will be charged to the customer.

• Refunds or exchanges will be processed within 14 days of the item’s return to our workshop.

• Refunds will be made via the original payment method.

• Please allow 3–5 working days for funds to appear in your account once the item has been returned to us and the refund has been issued.

• Items must be packaged safely to prevent damage during transit.

Exchanges

Exchanges will be processed as quickly as possible, usually within 14 days of receiving your returned item.
Please note: Shipping costs for exchanges are the responsibility of the customer unless the item is faulty or incorrect.

Damaged or Faulty Items

If your item arrives damaged or faulty, please contact us within 14 days of receipt with photos sent via email. We will arrange a replacement or refund as appropriate.
Please note: If a faulty/damaged item is reported after 14 days, a fee may be incurred.

Exclusions

The following items cannot be returned, exchanged, or refunded unless faulty or incorrect:

• Earrings (for hygiene reasons)

• Bespoke or customised items

• Vouchers

Sale items can only be returned during the sale period.

Christmas Returns

For items purchased in the run-up to Christmas, the return period is extended until 14th January.

Incorrect Sizes

• Customers are responsible for ordering the correct size (rings, bracelets, cuff bangles, certain necklaces).

• If an item arrives in the wrong size due to our error, we will resize or exchange free of charge.

• If the item was ordered incorrectly by the customer, any resizing or exchange will be charged at £40 per item.

• Return shipping costs remain the customer’s responsibility unless the item is faulty or incorrect.

• Please see our Sizing Guide for help before ordering.

International Returns

• Follow the same steps as above.

• Always use a secure, tracked service – we cannot be held responsible for items lost, damaged, or stolen in transit.

• Mark customs declaration forms as “Returned Item” to avoid additional fees.

  • If this is not done and fees are incurred, these may be passed on to the customer and could delay processing.

Post-Warranty Repairs

For items that require repair after the warranty period, Zoe Davidson Jewellery can still repair them for a fee. Please contact us via email for a quote and instructions.

• Repairs are usually completed within 2–4 weeks of receipt, depending on the item.

Legal Compliance

Our returns policy complies with UK Consumer Contracts Regulations, ensuring customers have clear rights when returning goods.