Returns, Refunds, Cancellation Policy (also refereed to as our Returns Policy)
Your Rights To Cancel, Returns & Refunds
Items From Stock (This excludes made to order products, custom items and personalised products - see further below for these items)
If you change your mind after placing an order for an item in stock on our website and you want to cancel please notify us ‘prior to dispatch’. If you have received the item and want to cancel we must be notified within 14 days of you receiving the product. Please notify us by email at sales@silverfireuk.co.uk if you intend to return an item and wait for our acknowledgement; failure to to do this may result in delays processing refunds or your package may be returned to you.
You must return the items within a further 14 days of when you notified us . If you were sent a free gift with your order that must also be returned or the value of the item may be deducted from any potential refund. The items must be returned inside their presentation gift boxes or gift pouches and jewellery cloths, etc, together with your order number and full order details. The items must not show signs of wear - this includes no trace of perfume or aftershave. Therefore, please be careful when trying things on as we cannot refund items that are marked with fake tan, make-up or smell of perfume. We reserve the right to deduct an amount from the reimbursement (or apply a charge) if you have diminished the value of the goods by handling them beyond what is necessary to establish their nature, characteristics and function.
Earrings and jewellery sets with earrings are excluded from this policy due to hygiene reasons.
; as such we do not accept returns or offer refunds for earrings.
Return Postage costs are non-refundable. As the buyer you are responsible for returning the items to us safely and you are responsible for the return postage costs. We recommend returning items by tracked post, such as Royal Mail Special Delivery or Recorded (signed for) delivery if in the UK. We will not accept liability for return packages lost or damaged in the post. It is your responsibility to check that the delivery method you choose in your country has tracking and insurance cover. International buyers you are responsible for any return postage costs including any customs, duty or taxes.
Subject to the above and below information, provided the goods and any packaging (i.e boxes, pouches, cloths) are in their original condition, we will refund the price paid within 14 days from our receipt of the returned item. If returned items are returned damaged or with packaging missing (such as gift boxes, gift pouches, internal jewellery cloths etc) a deduction from the overall purchase price may be applied at the discretion of SilverfireUK.
Payouts may take a few working days to appear in your bank account after we process the refund. The credit card used for the original purchase will be credited with the original price. If you paid by PayPal we will issue the refund via PayPal.
SALES | OFFERS: Returning non-faulty sale items or items purchased under a discount code offer: If you change your mind about a product purchased in one of our sales or with a discount code, you are not entitled to a refund but we may do so at our discretion, or you may be able to exchange it at our discretion.
Made To Order Jewellery, Custom Made, and Personalised Products.
You will have asked us to begin the Services as soon as the Contract is entered into, and as such we will begin the process of manufacturing your jewellery order as soon as you submit the order. Payment for services which we have already begun prior to dispatch of the item, at our sole discretion if we agree to a cancellation you agree to pay an amount which is in proportion to any work that we have performed. You agree that payment of an amount which is in proportion to any work that we have performed could be 50% of the total order value but depending on the stage of manufacturing it could be a higher percentage. If we agree to cancel your order, we will refund your money minus any necessary deductions within 30 days at the latest. If your order requires a design service we will have began the design process upon receipt of your payment of a deposit or full payment. Deposits and design fees are non-refundable.
Once we have completed and posted your made to order items, or your personalised, or custom made product and/or once you receive the product we cannot offer refunds on these items unless the items are defective and the error is ours. We cannot accept returns or refunds of these products because they have been made for you. If after you receive the item(s) we have made an error or the item is defective we will work with you to try to rectify the problem.
IMPROPER RETURNS: Where you return an item in contravention of this policy and where you do not have any other legal right to return the product, or if you fail to accept delivery of personalised or made to order or custom items, we will not refund the items. In addition we may retain the returned items until you pay to us any additional amount for re-delivery, and If we do not receive payment to cover our return postage fees within 14 days of issuing a request for payment, we may dispose of the returned items at our sole discretion without any liability to you.
MISSING POST: In the unfortunate event of a package going missing in the post it is your responsibility to let us know as soon as possible if your order hasn't arrived when expected after we dispatch. If you wait too long it’s unlikely we’ll be able to help or offer a refund. A package can be deemed as lost if Royal Mail tracking shows the package has not been delivered by the end of the 10th working day, or the 5th working day for Royal Mail Special Delivery packages. Please also refer to our Terms.
For international orders a package can be deemed as lost if the tracking shows that the package has not delivered by the end of the 20th working day. If your items are held up at customs this is not classed as a lost package. Items held at Customs is usually outside of our control and in such circumstances no refund will be issued until the items are back in our possession. Please also refer to our Terms.
DAMAGES or OTHER DISCREPANCIES: if when you receive your package any of the items are damaged or if there are any other discrepancies/problems with the order please let us know within 3 days of receipt.
Refunds due to damages and/or lost packages may take longer to process as it may be subject to waiting for instruction and/or compensation from Royal Mail or other courier.
Receipt is classed as when the package is signed for.
UNDELIVERED POST: If Royal Mail return a package to us as undelivered and you need us to to resend the package, you will need to cover the additional postage costs. If you don't want the package to be resent and instead want to cancel your order, we don't charge any extra for handling or administration but we will process the refund minus the 'actual' cost of the original postage (for international buyers this may include customs and/or other taxes). Note that made to order items and custom orders and personalised items cannot be cancelled and are non-refundable.
When we refer to 'you' or ‘your’ we are referring to the buyer. Any queries about our Returns Policy, and/or to notify us that you'd like to cancel and/or return an item, please contact us: sales@silverfireuk.co.uk.
Please also refer to our Terms & Conditions.
