Returns and Exchanges

  

Click here to download a Return Form

Exchanges & Refunds

We hope you will be delighted with your purchase. However, if for any reason it is not quite right, you may return it to us in its original, unworn condition and packaging within 30 days of receipt for an exchange or a full refund of the purchase price. Please see our Refunds & Exchanges Policy for full details.

Please note

• Unless faulty, we cannot accept returns of jewellery that has been worn, personalised, resized, engraved, or otherwise altered.
• For hygiene reasons, earrings for pierced ears cannot be returned unless they are faulty.
• Items returned outside the 30-day return period may not be eligible for a refund. At our discretion, an exchange may be offered where the item is returned in pristine condition.

 

Faulty, Damaged or Incorrect Items

In the unlikely event that your item arrives faulty, damaged, or is not the item you ordered, please contact our Customer Care team as soon as possible.

Items may be returned within 30 days of receipt for an exchange or a full refund. Where a return is required due to a fault, damage in transit, or an error on our part, we may reimburse reasonable return postage costs of up to £20, subject to prior agreement with our Customer Care team and valid proof of postage.

Unfortunately, we cannot reimburse return postage costs for items ordered incorrectly by the customer.

 

Return Address

House of Watches
West Midlands Merchants
Brinton House
Exchange Street
Kidderminster
DY10 1BT
United Kingdom

This policy does not affect your statutory rights.  

Download a Return Form

 

How to Return an Item

Please ensure that all returned items are sent back in their original packaging, complete with any booklets, warranty cards, certificates, and attached product tags.

To help us process your return as quickly as possible, please complete and include a returns form, indicating whether you would like a refund or an exchange. Be sure to include your order number so that we can easily locate your purchase.

If a return is received without a completed returns form, we will attempt to identify the order using the information provided. Where we are able to trace the order, we may contact you by telephone or email to confirm the reason for the return and your preferred resolution. If we do not receive a response within 30 days, we reserve the right to either return the item to you or, where eligible, process a refund less a £10 administration charge.

For your protection, we strongly recommend that returns are sent using a tracked and insured postal or courier service. We cannot accept responsibility for items that are lost in transit and do not reach us. Any claim for loss or damage in transit must be made directly with the postal or courier service used.

Please ensure that sufficient postage is paid when returning your item. If we are required to pay a charge to accept delivery of a return, this amount, together with a £10 administration fee, may be deducted from any refund due.

Once your return has been received, please allow up to 5 working days for your refund or exchange to be processed.

 

 

Our Refunds Policy

Once we have received and inspected your returned item, and confirmed that it meets the conditions of our returns policy, we will process a refund to the original payment method used for the purchase. Refunds will be issued to the same account from which payment was made.

Please allow up to 7 working days from the date we receive your return for the refund to be processed. If you have not received your refund after this time, please contact our Customer Services team at [email protected] and we will be happy to assist.

Where we have agreed to reimburse return postage costs, this will be refunded by cheque.

If an item that has previously been exchanged is subsequently returned for a refund, we reserve the right to deduct an administration fee of £10.00 to cover additional postage and handling costs.

This policy does not affect your statutory rights.

 

 

Our Exchange Policy

We are happy to exchange your item provided it is returned in pristine condition and meets the return requirements outlined above.

When returning your item, please complete the returns form and include details of the item you would like in exchange, along with your contact information. This allows us to get in touch if we need to discuss your exchange.

If the replacement item is of a higher value, we will contact you to arrange payment for the difference.

If the replacement item is of a lower value, any eligible refund will be credited to the original payment method. Please note that where an exchange results in a partial refund, we reserve the right to deduct a reasonable administration and postage charge from the refund amount. If this applies, we will contact you before processing the exchange.

This exchange policy does not affect your statutory rights.

 

 

Faulty Items Policy

If your product develops a fault within a reasonable period after receipt, you may return it to us for assessment. If our inspection confirms that the item is faulty due to a manufacturing defect, we will offer a replacement where available.

Please note that items showing signs of excessive wear, misuse, accidental damage, or damage caused by normal use will not be eligible for replacement.

Where a fault is confirmed, we will also reimburse your return postage costs up to a maximum of £20. Any postage reimbursement will be issued by cheque.

As each case is assessed individually, we are unable to confirm whether a replacement or postage reimbursement will be provided until the item has been received and inspected by our team.