Returns Policy
How to return an item & how much does it cost?
Please note a there is no returns charge, however you will be required to pay the shipping fee for valid returns.
For items supplied under a contract with Stephen J Randall:
Please use a Royal Mail trackable service and keep your proof of postage receipt until after your refund is processed.
You've got 28 days to send something back to us from the day you receive it.
If you’ve received an item that’s not in perfect condition please head over to our Contact page so we can get this fixed for you.
Items must be returned to us in its original box and packaging. Items must be unworn unless valid reason which has been communicated to us prior to return.
You will have received a delivery note in your parcel with all relevant information needed to a return – please keep a copy for yourself but return the delivery note back to us with your notes for return on.
For hygiene reasons, we cannot offer refunds pierced jewellery. Items must be unworn and in original packaging. This does not affect your statutory rights.
When will I receive my refund?
As soon as we receive your order back we get to work on processing your return and issuing the refund back to the refund method that was selected when logging the return.
If you chose refund to original payment method, this will be processed back to the payment method used when placing the order.
Returns Policy
This Returns Policy applies to goods ordered online at www.stephenjrandall.co.uk under a contract with Stephen J Randall. References in this Returns Policy to "we", "us" or "our" shall be deemed to refer to Stephen J Randall where your order relates to a contract with Stephen J Randall.
If you are a customer in the European Economic Area (EEA) and you order an item online, you get 14 calendar days to cancel your order because you have changed your mind. This cancellation period starts from the day you have received all of the items in your order. Find out how to return your item(s) under the “How to return an item” heading below. For the avoidance of doubt, your right to cancel does not apply to an in-store purchase.
For the avoidance of doubt, your right to cancel does not apply to:
Items must be returned within 28 days of receipt. Items bought in store can only be returned direct to the store. Any Stephen J Randall products which were purchased online can only be returned online and will not be accepted in store.
For hygiene reasons, we cannot offer returns or refunds on pierced jeweller or items which have been used or if the product is not in its original packaging (if applicable), unless faulty.
Where we suspect fraudulent activity, including but not limited to circumstances where there are suspicious claims relating to orders having been placed, but not received, or if we suspect that you are returning items after they have been used or worn, or items returned do not match what you ordered, we reserve the right to withhold refunds and block your account (and any associated accounts) from placing orders in future. If this happens to you and you think we’ve made a mistake, you can Contact Us and we will discuss the matter with you further.
Faulty Goods
We’re really sorry to hear that you’ve received an item that’s not in perfect condition. So that we can get this fixed for you please head over to our Contact page or email or phone us.
To help us get this fixed for you quickly, when you first contact us please include the following information;
Can I have an exchange instead of a refund?
If you wish to exchange an item like for like because of a faulty item received, please contact us and we will look to organise an exchange being sent to you. This will likely require you to send the faulty item back, with proof of postage, and the new item will be sent to you.
Cancelling a contract under the consumer contracts regulations (online orders only)
If you’re a customer in the UK or EEA, you have the legal right to cancel your contract if you change your mind until 14 days after you receive (or someone you nominate receives) the products, unless the products are split into several deliveries over different days. In this case you will have until 14 days after the day you (or someone you nominate) receives the last product ordered under that contract.
For the avoidance of doubt, your right to cancel does not apply to:
If you’re cancelling your contract with us but have already received your order, you’ll need to return the item(s) to us, see how to do this below. You'll then receive a full refund as per the policy above.
Please note, we cannot offer refunds on pierced jewellery for hygiene reasons.
All returns are quality checked – items should be returned in a new and unused condition with labels and tags attached (if applicable) and wherever possible sent back in the original packaging. Refunds will not be given if they do not comply with our returns policy.
For the avoidance of doubt, your right to cancel does not apply to an in-store purchase.
Please note a there is no returns charge, however you will be required to pay the shipping fee for valid returns.
For items supplied under a contract with Stephen J Randall:
Please use a Royal Mail trackable service and keep your proof of postage receipt until after your refund is processed.
You've got 28 days to send something back to us from the day you receive it.
If you’ve received an item that’s not in perfect condition please head over to our Contact page so we can get this fixed for you.
Items must be returned to us in its original box and packaging. Items must be unworn unless valid reason which has been communicated to us prior to return.
You will have received a delivery note in your parcel with all relevant information needed to a return – please keep a copy for yourself but return the delivery note back to us with your notes for return on.
For hygiene reasons, we cannot offer refunds pierced jewellery. Items must be unworn and in original packaging. This does not affect your statutory rights.
When will I receive my refund?
As soon as we receive your order back we get to work on processing your return and issuing the refund back to the refund method that was selected when logging the return.
If you chose refund to original payment method, this will be processed back to the payment method used when placing the order.
Returns Policy
This Returns Policy applies to goods ordered online at www.stephenjrandall.co.uk under a contract with Stephen J Randall. References in this Returns Policy to "we", "us" or "our" shall be deemed to refer to Stephen J Randall where your order relates to a contract with Stephen J Randall.
If you are a customer in the European Economic Area (EEA) and you order an item online, you get 14 calendar days to cancel your order because you have changed your mind. This cancellation period starts from the day you have received all of the items in your order. Find out how to return your item(s) under the “How to return an item” heading below. For the avoidance of doubt, your right to cancel does not apply to an in-store purchase.
For the avoidance of doubt, your right to cancel does not apply to:
- an in-store purchase;
- worn items
- custom-made items and personalised items
Items must be returned within 28 days of receipt. Items bought in store can only be returned direct to the store. Any Stephen J Randall products which were purchased online can only be returned online and will not be accepted in store.
For hygiene reasons, we cannot offer returns or refunds on pierced jeweller or items which have been used or if the product is not in its original packaging (if applicable), unless faulty.
Where we suspect fraudulent activity, including but not limited to circumstances where there are suspicious claims relating to orders having been placed, but not received, or if we suspect that you are returning items after they have been used or worn, or items returned do not match what you ordered, we reserve the right to withhold refunds and block your account (and any associated accounts) from placing orders in future. If this happens to you and you think we’ve made a mistake, you can Contact Us and we will discuss the matter with you further.
Faulty Goods
We’re really sorry to hear that you’ve received an item that’s not in perfect condition. So that we can get this fixed for you please head over to our Contact page or email or phone us.
To help us get this fixed for you quickly, when you first contact us please include the following information;
- Your name
- Order number
- Product name and code
- Picture of the fault
- Description of the fault
Can I have an exchange instead of a refund?
If you wish to exchange an item like for like because of a faulty item received, please contact us and we will look to organise an exchange being sent to you. This will likely require you to send the faulty item back, with proof of postage, and the new item will be sent to you.
Cancelling a contract under the consumer contracts regulations (online orders only)
If you’re a customer in the UK or EEA, you have the legal right to cancel your contract if you change your mind until 14 days after you receive (or someone you nominate receives) the products, unless the products are split into several deliveries over different days. In this case you will have until 14 days after the day you (or someone you nominate) receives the last product ordered under that contract.
For the avoidance of doubt, your right to cancel does not apply to:
- an in-store purchase;
- worn items
- custom-made items and personalised items; and vitamins or supplements where the seal has been broken.
If you’re cancelling your contract with us but have already received your order, you’ll need to return the item(s) to us, see how to do this below. You'll then receive a full refund as per the policy above.
Please note, we cannot offer refunds on pierced jewellery for hygiene reasons.
All returns are quality checked – items should be returned in a new and unused condition with labels and tags attached (if applicable) and wherever possible sent back in the original packaging. Refunds will not be given if they do not comply with our returns policy.
For the avoidance of doubt, your right to cancel does not apply to an in-store purchase.