Changing your mind
For most online purchases, tell us within 14 days of receiving your complete order if you wish to cancel. Email contact@kemisjewel.co.uk with your order reference and a clear cancellation request.
After telling us, return the item without undue delay and no later than 14 days afterwards. Unless an item is faulty or we agree otherwise, you are responsible for the direct cost of return postage.
Where to return items
Please return authorised items to: 24 Hatton Garden, London EC1N 8AN. We recommend using a tracked service and retaining proof of postage.
Condition of returned items
Items should be returned unworn, undamaged and, where supplied, with their original tags and packaging. You may inspect an item as you would in a shop, but we may reduce a refund where unnecessary handling has reduced its value.
Hygiene and personalised items
For health and hygiene reasons, earrings for pierced ears cannot be returned if their hygiene seal has been broken or removed, unless the item is faulty. Personalised, engraved or custom-made items cannot be returned for a change of mind unless they are faulty.
Refund timing
For an eligible cancellation, we will issue the refund within 14 days of receiving the returned item or receiving proof that it has been sent back, whichever is earlier. Where standard delivery was charged, the standard delivery cost is included in an eligible cancellation refund.
Faulty items
If an item is faulty, contact contact@kemisjewel.co.uk with your order reference, a description of the issue and clear photographs where helpful. We will assess the issue and support your statutory rights, which may include repair, replacement or refund as appropriate.