Shipping policy

Returns & Refunds Policy

Last updated: 31 December 2025

At Alex&er Jewellery LTD, each piece is designed with care and craftsmanship. Please read the following information carefully before placing your order.

Nothing in this policy affects your statutory rights under UK consumer law.

1. Orders Placed Through Our Website

This policy applies to all jewellery purchased directly through www.alexanderjewellery.co.uk.

2. Bespoke, Made-to-Order & Personalised Jewellery

Due to the nature of our work, bespoke, made-to-order, and personalised jewellery is non-returnable and non-refundable.

This includes (but is not limited to):

  • Jewellery made to your specific size or measurements

  • Custom designs or modifications

  • Engraved or personalised pieces

  • Items produced specifically to order

Under the Consumer Contracts Regulations 2013, the 14-day cancellation right does not apply to goods that are made to the consumer’s specification or clearly personalised.

Once production has begun, orders for bespoke or made-to-order jewellery cannot be cancelled, amended, or refunded.

3. Ready-to-Wear Jewellery (Non-Bespoke)

For jewellery that is not bespoke or made to order, you have the right to cancel your order within 14 days of receiving your item, without giving a reason.

To be eligible for a return:

  • The item must be unused and unworn

  • It must be returned in its original condition and packaging

  • Any security tags must be intact

You must notify us of your intention to return within 14 days of delivery.

4. Return Process

To request a return, please contact us at:

alex@alexanderjewellery.co.uk

Please include:

  • Your order number

  • The item(s) you wish to return

  • The reason for return (optional, but appreciated)

Returns sent without prior approval may not be accepted.

5. Return Shipping

  • Customers are responsible for return shipping costs unless the item is faulty or incorrect

  • We recommend using a tracked and insured service

  • We are not responsible for items lost or damaged in transit

6. Refunds

Once your return is received and inspected, we will notify you of approval or rejection.

Approved refunds will be issued to the original payment method within 14 days of receiving the returned item.

Original shipping charges are non-refundable unless the item is faulty.

7. Faulty or Incorrect Items

If your jewellery arrives faulty or incorrect, please contact us within 48 hours of delivery, including clear photographs where possible.

Where a fault is confirmed, we will offer:

  • A repair

  • A replacement

  • Or a full refund, in line with your statutory rights

8. Exchanges

Exchanges are handled on a case-by-case basis. Please contact us before returning any item.

9. Fair Use

We reserve the right to refuse returns that show signs of wear, alteration, or damage not caused by a manufacturing fault.

10. Contact Us

If you have any questions about returns or refunds, please contact:

Alex&er Jewellery LTD
Email: alex@alexanderjewellery.co.uk