Refund policy
Refund Policy
EU Right of Withdrawal If you are based in the European Union, you have the right to withdraw from your purchase within 14 days of receiving the last item in your order, without giving any reason. To exercise this right, you must notify us within 14 days of delivery. Once you have notified us, you have a further 14 days to return the item(s) to us.
We will process your refund within 14 days of receiving the returned goods. Your refund will include the standard outbound delivery cost (we will not refund any premium delivery options you selected). Return shipping costs are your responsibility unless the item is faulty or incorrect.
Please note that the following items are exempt from the right of withdrawal: earrings (for hygiene and safety reasons), personalised or custom-made items, and gift cards.
To start a return or cancellation request, please visit your customer account at https://account.shopraes.co.uk, open the relevant order, and submit your request there.
Returns (All Customers)
We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You'll also need the receipt or proof of purchase.
To start a return, you can contact us at returns@raesjewellery.co.uk. If your return is accepted, we'll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at info@raesjewellery.co.uk.
Damages and Issues Please inspect your order upon reception and contact us immediately if the piece(s) are defective, damaged, or if you receive the wrong item, so that we can verify the damages.
Exceptions / Non-Returnable Items Due to hygiene and safety reasons, earrings cannot be returned. Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Refunds We will notify you once we've received and inspected your return, and let you know if the refund was approved or not. If approved, you'll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund.