At Stapylton-Smith, we take great pride in the craftsmanship and quality of your jewellery. All pieces are carefully crafted, prepared and inspected to a very high quality, and every endeavour is taken to meet all of your jewellery needs.
For UK-customers, this policy outlines your rights and our procedures for returns, refunds and cancellations in line with UK consumer law.
For customers outside of the UK, our internal refund policy applies. While we always aim to offer the same level of care and fairness, statutory consumer rights may differ depending on your local laws.
Please ensure you read and understand these terms before making a purchase. By completing your order, you agree to abide by these terms. If you have any further questions, please refer to our FAQ page.
1. Your Right to Cancel
1.1. If you have purchased an antique piece of jewellery, or another product sold to you on consignment, you have the right to cancel your order with 14 days of receiving your goods.
1.2. You must notify us by email (info@stapyltonsmith.com) within 14 days of delivery that you wish to cancel.
1.3. After notifying us, you then have a further 14 days to return the goods.
1.4. You will be issued a store credit, within 14 days of us receiving the returned goods or proof of postage.
1.5. This store credit will be valid for a period of 12 months.
1.6. Please note: this cancellation right applies ONLY to antique jewellery, or another product sold to you on consignment. If the consignment-status is unclear, please refer to our website, or contact us directly.
2. Bespoke Jewellery
2.1. All bespoke, made-to-order, custom-designed, personalised pieces or items altered to your specification (including: resizing, engraving or specific stone selection) cannot be returned, refunded or exchanged once production has begun. This is in accordance with Regulation 28(1)(b) of the Consumer Contracts Regulation 2013, which excludes products “made to the consumer’s specifications or are clearly personalised.”
2.2. However, this does not affect your statutory rights. If your bespoke, made-to-order, custom-designed, personalised pieces or items altered to your specification are faulty, not as described, or fails to meet the agreed specification, you are entitled to a repair, replacement or refund under the Consumer Rights Act 2015.
2.3. All clients are encouraged to review and confirm their bespoke, made-to-order, custom-designed, personalised pieces or items altered to your specification before final approval. Once production begins, we cannot accept cancellations or design changes.
2.4. We will always work with you to reach a fair and suitable resolution.
3. Hygiene and Personal Use
3.1. For hygiene reasons, earrings and other intimate jewellery items cannot be returned unless faulty or not as described.
4. Returning Your Item
4.1. A return can be initiated by:
4.1.1. Contacting info@stapyltonsmith.com with your name, order number, and reason for return.
4.1.2. We will confirm eligibility under this policy and provide our response. Where applicable, we will also provide the appropriate return address.
4.1.3. Items must be unworn, in original packaging, and securely packaged for transit.
4.1.4. Return postage costs are the responsibility of the client unless the item is faulty or misdescribed.
4.2. Stapylton-Smith Ltd requires clients to use a tracked and insured delivery service, as we cannot be held liable for items lost, damaged or stolen in transit.
4.3. If the return of your item is delayed, for whatever reason, Stapylton-Smith Ltd reserves its rights to decline the return.
5. Faulty or Damaged Items
5.1. All our pieces are carefully inspected before they are sent.
5.2. If your item arrives damaged, faulty or not as described:
5.2.1. Please contact us within 30 days of receipt.
5.2.2. We will offer a repair or replacement, in the first instance. If this is not achievable, you will be issued a refund within 3 – 5 working days.
5.3. Reported faults outside of the 30 days, or those subject to wear-and-tear, are not included under this Policy. Stapylton-Smith Ltd is able to recommend a trusted repairer.
6. Refunds
6.1. Refunds are your legal entitlement in certain circumstances under UK consumer law.
6.2. Refunds will be issued to non-UK customers at the sole discretion of Stapylton-Smith Ltd.
6.3. Credit card processing fees or conversion charges are not the responsibility of Stapylton-Smith Ltd.
7. Store Credit
7.1. Store credits are issued as digital gift vouchers or account credits, redeemable on our website.
7.2. The credit will be available for a period of 12 months.
7.3. Store credits are non-transferrable and cannot be exchanged for cash, except where required by law.
7.4. For non-faulty, discretionary returns (outside of your legal rights), store credit will be our default method of reimbursement.
8. Exchanges
8.1. If you would like to exchange an item, the same process applies, being to:
8.1.1. Contact info@stapyltonsmith.com with your name, order number, and reason for return.
8.1.2. We will confirm eligibility under this policy and provide our response. Where applicable, we will also provide the appropriate return address.
8.1.3. Items must be unworn, in original packaging, and securely packaged for transit.
8.1.4. Return postage costs are the responsibility of the client unless the item is faulty or incorrect.
9. Summary of your Key Rights
9.1. Under UK law, you are entitled to:
9.1.1. A 14-day cooling off period for online purchase of an antique product, or a product sold to you on consignment.
9.1.2. A full refund if you exercise this right within the legal timeframe.
9.1.3. Protection for faulty or misdescribed goods under the Consumer Rights Act 2015.
9.1.4. You cannot cancel bespoke, made-to-order, custom-designed, personalised pieces or items altered to your specification once production has begin, unless faulty.
9.1.5. For non-faulty, discretionary returns, store credit will be provided in line with the price of the goods.
10. International Orders (non-UK clients)
10.1. If your delivery address is outside the United Kingdom, your order is covered by our internal store policy rather than UK consumer legislation. We will still accept returns for eligible, non-bespoke or other products purchased on consignment within 14 days of receipt, provided they are in their original, unworn condition.
10.2. Refunds for international orders are issued as store credits, in GBP.
10.3. Original and return shipping costs are non-refundable, unless the item is faulty.
10.4. Local customs duties, taxes or fees are non-refundable and remain the customer’s responsibility.
10.5. We aim to treat international clients with the same fairness and transparency as our UK customers.
11. Contact Us
If you have any questions about returns, refunds or store credit, please contact us at info@stapytlonsmith.com.
