Refund policy

Last updated: April 28, 2025

IMMORTAL JEWELLERY RETURN AND REFUND POLICY

At Immortal Jewellery, every piece is meticulously handcrafted with dedication and care. Please review the following policies for details on cancellations, damages, and losses during transit.

Returns and Exchanges

All sales are final.
Due to the made-to-order and intricate craftsmanship of our jewellery, we do not accept returns or exchanges. We appreciate your understanding and trust in our commitment to quality.

Currency and Refund Amounts

All transactions are processed in GBP (£). If a refund is approved and you paid in a different currency, the final refund amount may vary slightly based on exchange rates at the time of refund. Immortal Jewellery is not responsible for differences caused by currency conversion or bank fees.

Customer Responsibility: Sizing

It is the customer’s responsibility to provide accurate ring sizing when placing an order. We strongly recommend referring to our Ring Size Guide or consulting a professional jeweller to ensure a perfect fit.

Order Cancellations

Orders may be cancelled within 48 hours after placement without penalty.
Cancellations requested after this period may incur a fee to cover material costs and work initiated on your order.

Claims for Damage or Loss During Transit

We prioritise the secure and careful delivery of your order. Each piece undergoes thorough inspection and protective packaging before shipment. However, should issues arise, we are here to assist.

Inspecting Your Package Upon Delivery

Upon receiving your package, we kindly ask that you:

  • Inspect the exterior of the box for any visible signs of damage.

  • Photograph the packaging and contents if any damage is evident.

  • If damage is noticed upon delivery, note it with the courier if possible.

These steps are important to support any claims that need to be made with the courier.

Reporting Damage

If your item arrives damaged:

  • Contact our customer support team within 14 days of the delivery date.

  • Include your order number, photos of the packaging and product, and a detailed description of the issue.

  • Please retain all packaging materials and the product until we advise on the next steps.

We will open a case with the shipping courier and keep you updated throughout the investigation. If the damage is confirmed, we will guide you on how to return the product and arrange a replacement or refund, depending on the nature of the damage.

Reporting a Lost Package

If your order hasn’t arrived within the expected timeframe:

  • Contact us within 14 days of the estimated delivery date.

  • We will initiate an investigation with the courier to track the shipment, which may take up to five weeks.

Please note: We are only able to file a claim if the issue is reported to us within 14 days of the delivery date or expected delivery window. Delayed claims may fall outside of the courier’s claim policy, which may limit our ability to provide a resolution.

Lost or Damaged Items: Refunds and Replacements

If your order is confirmed as lost or damaged during transit following the courier's investigation, we will proceed with either a replacement or refund based on your preference and the outcome of the claim.

Please note: Refunds and replacements cannot be processed until the courier’s investigation is completed and the claim is approved.

Our Commitment

While we do not accept returns, we are dedicated to resolving any shipping issues with care and diligence. Your satisfaction is important to us, and we’re here to support you through every step of your jewellery journey.

If you have any questions, please reach out to us via Contact Us.