Not just service, but your 
Satisfaction Guaranteed.

Last updated: 21. february 2025

We value your satisfaction and work hard to provide an exceptional shopping experience. This policy outlines our procedures regarding returns, refunds, exchanges and delivery/shipping information.

Making a Return & Refund...
(if you must)

EMAIL US

Send us over an email to the below & check the FAQ for additional info
enquiries@modernheritagejewellers.co.uk

RECIEVE & REVIEW

We'll review your email and get back to you providing return instructions as well as the return address for your parcel

FINAL CHECKS

We'll carry out some final checks inspecting the jewellery piece alongside with your email, and inline with our own requirements

ISSUING A REFUND

Providing everything is in order, we'll email you back our decision and if approved, process the return with the associated amount

Frequently asked questions

We hope you love your jewellery, but if you are not completely satisfied or have additional questions/concerns, we hope these answers can help.

What is Eligible for return?

  • Items must be returned within 14 days of receipt.

  • Items must be in their original, unworn condition with all original packaging, certificates, and tags intact.

  • Custom-made, engraved, or personalised items are non-returnable unless faulty (services not currently available but will in future).

Anything else i should know about getting a refund?


Please ensure the below considerations are included when sending us an email. This way we can prioritise your email accordingly:

  • Subject field: ‘RETURN - [your order number]’.

  • Email body: The reason for return & any supporting information.

Refund Process:

  • Once we receive and inspect your returned item, we will email you to notify you whether your refund has been approved or rejected.

  • Approved refunds will be processed to your original payment method within 5-7 business days (can vary depending on payment method and your banks processing times)

Non-Refundable Situations:

  • Items returned outside the 14-day window.

  • Items that are worn, damaged, missing components or have been altered by a third party.

  • Custom-made or personalised items (unless faulty), when we offer these options.

Can i exchange my purchase?

Creating a long-lasting relationship with our customers, whether through our jewellery or store is important to us. As such:

  • We do not offer direct exchanges due to the large number of our products being crafted as one of one. However, if you require a different item, please return the original item as per the above Return/Refund Policy for a refund and place a new order.

Who do you ship with?

We have partnered with Royal Mail to ensure your parcel gets to you as safely and securely as possible.

As such, we exclusively ship all our products under Royal Mail’s Special Delivery Service to ensure the moment it leaves our factory, there’s no time wasted in you receiving your unique piece. Please see below for further information:

Royal Mail’s Special Delivery Service

  • Delivered within 24 hours / next business day before 1:00pm after dispatch

  • Includes tracking via SMS and email as well as insurance for added security.

  • Can be up to three days delivery, depending on when ordered e.g. Friday

How long will my order take?

  • Orders are typically processed within two business days to ensure we give you the best possible turnaround.

  • Orders placed on weekends or public holidays will be processed the next business day.

ADDITIONAL INFORMATION

shipping delays

  • While we aim to meet delivery times, delays may occur due to factors beyond our control (e.g., weather, customs, postal delays).

  • We are not responsible for delays caused by Royal Mail or other third-party carriers we use, but will do our best, within our remit, to assist you if any are to arise.

LOST OR DAMAGED ITEMs

  • If your order arrives damaged or does not arrive, please contact us immediately using the contact details in section 9.

  • Claims for lost packages must be reported within 10 days of the expected delivery date.

warranty

At Modern & Heritage Jewellers, we are dedicated to providing high-quality jewellery pieces that meet our customers' expectations. To demonstrate our commitment to quality, we offer the following warranty on our products:

  • Scope of Warranty: This warranty covers any defects in material or workmanship under normal use during the warranty period.

  • Warranty Period: All new jewellery items are covered by a 12-month warranty from the date of purchase.

  • Exclusions: This warranty does not cover damage resulting from misuse, accidents, unauthorised repairs by third parties, or normal wear and tear.

  • Claim Process: To initiate a warranty claim, please contact our customer service team at enquiries@modernheritagejewellers.co.uk with ‘WARRANTY CLAIM - [your order number]’ in the subject field, your proof of purchase and a description of the issue and any supporting information in the email body. We may request that you return the item for inspection.

  • Remedies: Upon confirmation of a defect covered by this warranty, we will, at our discretion, repair the item, try our best to replace it with an identical or comparable item, or offer a full refund. We will ensure to maintain communication with you throughout the whole process.

This warranty is in addition to and does not affect your statutory rights as a consumer.

contact information

For questions regarding returns, refunds, or shipping, please contact us at:

Modern & Heritage Jewellers
Email: enquiries@modernheritagejewellers.co.uk

Thank you for shopping with Modern & Heritage Jewellers.