RETURNS + EXCHANGES
We offer refunds or exchanges on all in-stock* merchandise purchased through our online shop: Merchandise must be returned to us within 21 days from date of delivery. Returned merchandise must be unworn, in original condition and packaging, accompanied by the order number. We will not process a refund or exchange until we have received the returned merchandise and have assessed that it is in original condition. All refunds will be processed using the original payment method and will not include shipping costs. Return shipping is at your expense. We reserve the right to deny unreasonable repairs, returns and exchanges.
*Please note: for an item to be considered 'in-stock' and therefor eligible for refund or exchange, the production timeline located in the product description must read: "Ready to ship" and/or "ship within 1-2 business days""
All other items are "made to order' and may not be eligible for refund or exchange. Please contact us before purchasing a 'made to order' item if you think you may want to exchange or return the item. In some cases we can make exceptions. We will advise whether or not a return will be possible with your desired item.
WHAT CAN BE RETURNED?
In stock* merchandise in its original condition, and in original packaging, purchased through emmajanedonald.com is eligible for exchange or refund. Merchandise returned in any condition other than original may be rejected and sent back to the customer at the discretion of emmajanedonald.com
WHAT CANNOT BE RETURNED?
Products marked final sale cannot be returned. Items with personal engraving cannot be returned. Worn, altered or damaged merchandise cannot be returned. Bespoke, custom and made to order items are not eligible for returns or exchanges. However, a resizing / alteration service is available. This service may incur a fee.
HOW TO PROCESS A RETURN FOR AN ONLINE PURCHASE
Before you send any merchandise back, all returns must first be authorized by EMMAJANEDONALD/JEWELLERY. If you would like to return an item for exchange or refund, please contact us within 21 days from delivery of your item. The subject line must read: 'Return: Your name and order number'. Please let us know in the body of the email the item/s you wish to return and if you would like an exchange or refund. We will confirm whether your item is eligible for return and if so will provide a return postal address. Return shipping costs will be at the expense of the customer. The order number must be clearly written on the outside of the return package. Additionally. returns should be shipped with a service that provides a tracking number and insurance, as we are not responsible for delayed or lost packages. Any returns received without a return authorization number or that do not comply with the above may be denied at the discretion of emmajanedonald.com. Once your item is received in original condition, we will process your refund / exchange.
If you have returned your item and would like it exchanged for another size or product, please email us the details of the item you would like to receive in exchange. Generally we will not approve exchanges for bespoke, custom and made to order items. However, we do offer a resize / alteration service at a fee.
We will not process a refund until we have received the returned merchandise and have assessed that it is in original condition. Original shipping fees are not refundable. A refund will be issued back to the original method of payment for the returned merchandise. We require up to 5 business days of receiving the merchandise at emmajanedonald.com. Financial institutions may require additional days to process the refund before the funds are returned to the account. We will not approve refunds for bespoke, custom and made to order items. However we do offer a resize / alteration service at a fee.
SHIPPING: RETURNING AN ITEM TO EMMAJANEDONALD/
If your item has been approved to be returned for an exchange or refund we will email you with a shipping address. Returns should be shipped with a service that provides a tracking number and insurance, as we are not responsible for delayed or lost packages. Any returns received without an order number of that do not comply with the above may be denied at the discretion of emmajanedonald.com.
FAULTY ITEMS AND REPAIRS
All jewellery is carefully checked for quality before packing and shipping. if you have received your item and you feel its faulty we will gladly repair or exchange the original piece. Please note that wear and tear in the course of normal use is not considered a fault. This includes surface scratches, oxidisation fading, tarnishing and loose gemstones. To notify us of a faulty item or if your jewellery needs to be repaired please email us with your name and address, proof of purchase, product details and a photograph of the item. We will get back to you with the best way to proceed and if there will be a cost associated.