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Return Policy
Flawless Fine Jewellery’s Returns and Cancellation Policy
At Flawless Fine Jewellery, we’re confident in the abilities of our designers, gemologists and master jewellers to produce stunning pieces of jewellery or rings. However, in the unlikely event you are unhappy with your purchase the following returns policy applies:
a. Products ordered online must be returned within 30 days of it being ready. Certain items are not excluded by this. See terms and conditions sections for that.
b. Products must be unworn, undamaged, and in sellable condition with all the provided documentation or certifications.
c. For hygiene reasons, earrings (and other pierced jewellery) cannot be returned.
d. Wedding rings and Eternity rings are also not returnable.
e. Your item must be returned with all supporting paperwork it came with, including any GIA/IGI or other certificates or gemstone grading reports.
f. The ring/jewellery piece must not be missing any of its original diamonds or gemstones.
g. The ring/jewellery piece must not have been adjusted by any other jeweller or anyone else.
h. If you leave your ring/jewellery piece with any other jeweller, appraiser, workshop, laboratory for any period that requires your ring/jewellery piece to be out of your visual presence then any claims on the ring or return option becomes invalid.
i. Bespoke commissions, personalised items, engraved items, quick turnaround orders(less than 6 weeks) or ready to ship item are excluded from our returns policy, unless faulty.
We cover the cost of posting your order to you if in the UK, for international posting there is an additional fee. We do not cover the cost of an item being returned to us. This also includes for resizing, returns or alterations.
For any orders that are shipped outside the UK where a customer wants to return the order to us, all shipping fee and any taxes and duties that would become payable till the ring reaches our address are the responsibility of the customer. We are also not responsible for any taxes and duties already paid by a customer when receiving their order even if they want to return their order to us. If an order is posted to a customer and they refuse to pay the customs and duty fees and the order is sent back to us. All associated fees and charges incurred would be born by the customer.
If your purchase meets the above criteria a refund will be issued within 28 days of return.
If you have lost your GIA certificate, this can be replaced, however you must inform your Flawless Fine Jewellery point of contact before returning, who will advise what to do. The process to replace a certificate is lengthy and expensive, therefore we reserve the right to deduct a £1000 fee per certificate to cover the costs if your jewellery is returned.
Items found to be damaged or defective prior to you receiving your item (and through no fault of your own) can be repaired or replaced, or you will be fully refunded.
If you are unsure whether your jewellery can be returned, please ask your Flawless Fine Jewellery point of contact, or email sales@flawlessfinejewelry.com
Flawless Fine Jewellery will always do our best to rectify any issue with a ring or jewellery piece bought by our customers from us, that is brought to our attention at our cost or at cost basis to the customer at the time based on what the issue is and the terms that apply to the issue. All issues must be put in writing and sent to us at sales@flawlessfinejewelry.com for our team to start assisting you.
Bespoke purchases/ Quick turn around order(less than 6 weeks production time)
As stated above bespoke commissions, personalised or engraved items are excluded from our returns policy, unless faulty. This also applies for orders that have been requested for a quick turnaround i which the standard production time of 6 weeks was reduced to accommodate an earlier required due date. However, we would consider offering an exchange for something of similar or greater value within 15 days of purchase. This is at the discretion of management.
An exchange may incur re-stocking charges to cover the production costs incurred and are at the discretion of the store manager. If you chose to cancel your purchase during the production stage, you may incur costs if production has started.
Preparing your return
Returns can be made in person, or via delivery. To return an item in person, please book an appointment. For returns via delivery, we ask you follow these important steps to return your Flawless Fine Jewellery purchase.
Email us on sales@flawlessfinejewelry.com, call us on +44 7518021455, or contact your consultant directly to discuss your return. You must do this before returning your item.
When confirmed with your Flawless Fine Jewellery point of contact, you should package your item with original packaging. This must include your GIA/diamond grading certificate.
You should avoid writing anything on the package or within the address that alludes to the value of the package contents, including ‘Flawless Fine Jewellery’, ‘jewellers’ or ‘diamonds’. Instead address the package as following: ‘“name of your consultant”, 107 Hatton Garden, London, EC1N 8LY’
We ask you return items within the UK via Royal Mail Special Delivery Guaranteed, making sure the package is tracked and insured. You should also obtain proof of posting. For orders returned from outside the UK, you should choose a reputable courier of your choice, ensuring the package is tracked, and obtain proof of dispatch.
Flawless Fine Jewellery reserves the right to reject a return if the above steps are not carefully followed, and is therefore not liable to repair, replace or refund the item. Any replaced or newly set ring is non-returnable and non-exchangeable.
Please make sure your jewellery fits the above criteria before returning or check with your point of contact at Flawless Fine Jewellery. You can also email sales@flawlessfinejewelry.com with questions.
Delivery FAQs
Do you offer free delivery?
We offer free delivery within the UK. For International delivery there is a charge.
Is there a minimum purchase amount for international orders?
Yes we have a minimum purchase amount of £1500 for any international order.
How long does my order take?
Classic styles displayed on our website are normally delivered within 35-45 working days. More complex items such as eternity rings, bespoke items and vintage jewellery can take up to 100 working days depending on the complexity of the design. Loose diamonds can be delivered within 14-21 working days.
For international orders the delivery time can extend by 7-10 working days due to shipping and customs timings.
Can I have my item sooner than this?
In many cases we can meet shorter urgent deadlines, please just contact us and ask about the specific item you want to order. A request for a shorter turnaround time would make the order fall under the quick turnaround order type and fall under the terms and conditions of such an order.
How is the item delivered?
All our items are delivered in discrete shipment packaging (Royal Mail for UK and FedEx for non-UK delivery) with no indication of what is inside. Return address is listed as “Flawless London” for insurance purposes. However, international orders that cross country borders comply with local rules about declaration of value. The actual jewellery is contained in a luxurious gift box with protective outer packaging.
All items shipped within the UK are delivered via Royal Mail Special Delivery*, fully insured.
Our global orders are delivered via FedEx*, again fully insured until they have been delivered to you.
Can you ship to another address?
Yes we can ship to an alternative delivery address, but we will need some additional forms of identification and proof of address if the payment was made by a debit or credit card.
Can I collect my item?
Orders can be collected from our London showroom, as long as this has been agreed with the sales team (see contact us). The person collecting must be the person who paid for the goods and must be able to prove their identity.
VAT Payable and UK Tax Free
International Orders :
Overseas customers who reside outside the UK may have to pay tax and import duties on their item once it enters their country. Please contact your local customs office for further information.
Channel Island Orders
Customers from the Channel Islands (including Jersey, Guernsey, Alderney and Sark) are eligible for tax free shopping when purchasing from Flawless Fine Jewellery. All orders will be shipped directly with Royal Mail Special Delivery and will be exempt from UK VAT. For further information contact our sales team on +44 7518021455.
Billing Department
Flawless Fine Jewellery Limited,
107 Hatton Garden
LONDON
EC1N 8LY
United Kingdom
Alternatively, you can e-mail this information in PDF format, to billing@flawlessfinejewelry.com. You’ll need to contact us within 3 months of the time of the supply of goods.
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