Please check your goods on delivery and contact us immediately if there is a problem.

Lost or Undelivered Items

Occasionally an item will get lost in the post or delivered to the wrong address. If an item does not arrive in a timely manner, please contact us to advise us of the situation and we will investigate. Where possible, we will send out a replacement or alternatively offer a full refund.

Please note that if the Royal Mail return an item to us as being undeliverable because either the buyer entered their delivery address into our system incorrectly or Royal Mail were unable to deliver the item and it was not collected from the local Post Office, then we will cancel the order and refund the cost of the item but we cannot refund the buyer's original postage.

Damaged or Faulty Items

Princess Jewellery inspect all items before despatch but we do not remove items from the packaging. If an item is faulty or damaged in transit, we will either offer a full refund or replace the item, free of charge.

Please contact us within 3 days of receipt by sending an email to returns@princessjewellery.co.uk giving details of the problem.

All damaged items must be posted back to us and we will then reimburse the cost of the postage.

If you do not inform us within 3 days, then we will have no liability for items said to be damaged/faulty on delivery.

Satisfaction Guarantee

We also offer a 14 Day Money Back Satisfaction Guarantee.

If for any reason you are not satisfied with the item, please contact us within 3 days of receipt by email at returns@princessjewellery.co.uk stating the reason for wishing to return the item.

All items must be posted back to us in the original packaging, unused, with any tags still attached and in perfect condition within 14 days. Note that we are not able to reimburse the cost of the return postage.

Please note that this money back guarantee does not apply to special order items or earrings/necklaces sets containing earrings for pierced ears, if they have been removed from the packaging (for health and hygiene reasons).

On receipt of the item, we will issue a refund of the original selling price and postage. Note that where you have chosen a special delivery option, we are only able to refund normal Post Office rates; i.e. the standard small packet rate.

If you do not inform us within 3 days and return within 14 days, then any refunds will be at our discretion.

Returning Items

We are not responsible for returned packages until they have actually been received and therefore it is recommended that you obtain a proof of posting and/or use a signed-for (recorded) delivery service when returning goods as we cannot be held responsible for returns that go missing in the post.