Returns & Refunds
At Jenny Wren Jewels, we want you to be completely happy with your jewellery. Every order is carefully prepared and packaged with love, and we take pride in providing beautiful pieces and excellent customer service.
If something isn’t quite right, we’re here to help.
Returns & Your Right to Cancel
Under the Consumer Contracts Regulations 2013, you have the right to cancel most online purchases within 14 days of receiving your order, without giving a reason.
If you wish to cancel your purchase, please contact us at jennywrenjewels@gmail.com within 14 days of delivery.
Once you have notified us, you have a further 14 days to return your jewellery.
Items should be returned carefully packaged, with their original packaging where possible, to help protect them during transit.
You may inspect your jewellery as you would in a shop. If an item has been handled beyond what is reasonably necessary to inspect it, we may make a deduction from the refund to reflect any reduction in its value, as permitted by law.
Personalised Jewellery
Many of our pieces are specially personalised with names, initials or messages chosen by you.
Under the Consumer Contracts Regulations 2013, items made to a customer’s specifications or clearly personalised are exempt from the usual 14-day change-of-mind cancellation rights.
Therefore, we cannot normally accept change-of-mind returns for genuinely personalised jewellery.
This does not affect your statutory rights if an item is faulty, damaged or not as described.
Faulty, Damaged or Incorrect Items
We carefully check our jewellery before dispatch, but if your order arrives damaged, faulty or incorrect, please contact us at:
Please include your order number, a description of the problem and photographs where possible.
Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described.
If your jewellery does not meet these requirements, you may be entitled to a repair, replacement or refund, depending on the circumstances and your statutory rights.
In particular, consumers generally have a 30-day right to reject faulty goods for a refund.
Where goods are faulty or incorrectly supplied, we will cover reasonable return postage costs where a return is necessary.
Return Postage
For change-of-mind returns, customers are responsible for the cost of returning their jewellery.
We recommend using a tracked postal service and retaining proof of postage, as this helps if a parcel is delayed or lost.
Please contact us before returning an item so we can provide the correct returns address and instructions.
Refunds
Once your return has been received, or you have provided evidence of sending it back, we will process your refund within 14 days, in accordance with the applicable cancellation regulations.
Refunds will be made using your original payment method unless otherwise agreed.
For eligible cancellations, we will refund the price of the returned items together with the original standard delivery charge, where applicable.
If you selected a more expensive delivery service, we are only required to refund the cost of our least expensive standard delivery option.
Your payment provider may take additional time to make the refunded amount available in your account.
Need Help?
We’re a small, independent jewellery business, and we genuinely care about every customer.
If you have any questions about an order, a return or your jewellery, please get in touch.
Email: jennywrenjewels@gmail.com
We aim to respond within 12 hours during our usual business hours.
Thank you for supporting Jenny Wren Jewels.
Little pieces. Big meaning.
Your statutory rights are not affected by this policy.
