Returns & Exchanges

We have a 40-day return policy, which means you have 40 days after receiving your item to request a return.

To be eligible for a return, your items must be in the same condition that you received it, and in its original packaging. You will need your order number, email, and the item SKUs. For damaged/faulty items you will need to provide clear photos of the issue. 

Contact us for any return questions at info@ambriajewellery.co.uk.

Initiating a return

To start the returns process, submit the Returns Form by clicking the "Request a Return" button located at the top and bottom of this page, providing as much information as possible. Once we have accepted your return, you will need to send the items to the address provided.

Important: It is the customer's responsibility to return the item(s) to us, and to pay the return shipping fee.

• If you have requested a refund, we will refund you the order/item(s) value. This will be processed within 3-10 working days from the we received your returned items. Refunds will be paid to the original payment method or issued as store credit via an eGift Card.

If more than 14 working days have passed since we’ve approved your return, first contact the payment service you used before contacting us at info@ambriajewellery.co.uk.

• If you have requested an exchange, we will send you the new item(s) once we receive the unwanted items.

Please note: Exchanges must be of the same value. If the new item you want costs more or less than the original, it is best that you make a new purchase and we will refund you the old item(s) value, or order value. The amount will be refunded to the original payment method within 3-10 working days from the day we receive your unwanted items.

• If you have requested to receive store credit instead of a refund, we will issue you a gift card with the order/item(s) value, once we receive the returned items. Your new gift card will be available to use immediately

Please note that any donations made to Oxfam during the checkout process are non-refundable.

Faulty/Damaged

Please inspect your order upon receiving it. If an item is faulty or damaged, you have 40 days from the day you receive your order to request a refund or replacement from us.

Wrong Item Received

If you receive the wrong item, you must contact us immediately so that we can evaluate the issue and make it right.

Unwanted Items

If you change your mind, or an item is not as expected, you can return the items to us for a refund or exchange. This must be done within 40 days of receiving your order.

Lost in transit

If you have not received your order and it has been 7 working days since the estimated delivery address, contact us and we will try our best to find your items. It is best if you contact your local courier service before contacting us as they may still have your items. If it is determined that your order is truly lost, we will send you a replacement. 

You may need to provide proof that your item is lost, i.e an email or receipt from your local courier.

If your order is determined as Lost by the courier service, you have the option of a full refund or a replacement.

Wrong address or unclaimed orders

For unclaimed orders or orders sent to the wrong address because of a customer error, orders will be returned to our facility (some couriers may try a second attempt at delivery). Therefore, it is best to double check that the address entered is correct before completing any orders.

Exceptions / non-returnable items

The only items that are not available for return or exchange, are earrings (unless faulty/damaged). This is for hygiene purposes. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on gift cards.

Please note that any donations made to Oxfam during the checkout process are non-refundable.

Editing or canceling an order

If you need to make any changes to your order, or you would like to cancel it, you can do so by visiting your Order Details page, or by clicking the "View my order" link in your Order Confirmation email. All orders are sorted for delivery the same day the order is received. Notifying us too late may result in you receiving the wrong order, or it being delivered to the wrong address.

14-day cooling off period

You have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, and in its original packaging. You’ll also need the receipt or proof of purchase.