Refund policy

GENERAL
We ensure all items that are supplied and where applicable posted to customers are of the highest standard, but understand that occasionally there may be a need to return items.

We have a 14-day return policy, which means you have 14 days after receiving your item (for online purchases) or after purchasing your item in person from Katy Wilkinson Jewellery to request a return.

To be eligible for a return, your item must be in the same condition that you received it, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at katy@katywilkinson.co.uk or visit us in person at 1b Old Swann Yard, Devizes, SN10 1AT.

If you intend to post a return to us, if your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

We request that you return your items via recorded or tracked post. This is for your peace of mind, as well as ours. Return postage will be paid by you if the order is no longer wanted. If the reason for the return is our responsibility (e.g. faulty or damaged), return postage will be paid by us.

You can always contact us for any return question at katy@katywilkinson.co.uk.

DAMAGES AND ISSUES
 Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

EXCEPTIONS / NON-RETURNABLE ITEMS
Unfortunately, we cannot accept returns on:

  • Sale items
  • Gift cards
  • Items marked as being reduced for having a defect, damage or any other reason
  • Custom items (e.g. commissions), unless they’re faulty, not as described, not fit for purpose or any other fault of ours
  • Earrings for pierced ears unless faulty (in the interests of hygiene)
  • Workshop places (please see Section 8 - Workshops in Terms of Service here)

Please contact us a katy@katywilkinson.co.uk if you have questions or concerns about your specific item.

EXCHANGES
Please contact us at katy@katywilkinson.co.uk or visit us in person at 1b Old Swann Yard, Devizes to discuss the best way to arrange an exchange. If postage in involved, you will be required to pay for return postage of the item you wish to return and postage of your replacement order, subject to the general terms above.

REFUND PROCESSING
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.

Last updated: 8th April 2024