Returns & Cancellation Policy
At Hearts of London, we’re confident in the abilities of our designers, gemmologists and master jewellers to produce stunning jewellery. However, in the unlikely event you are unhappy with your purchase the following returns policy applies:
Products must be returned within 40 days
Products must be unworn, undamaged, and in saleable condition.
For hygiene reasons, earrings (and other pierced jewellery) cannot be returned
Your item must be returned with all supporting paperwork it came with, including any GIA certificates or gemstone grading reports
The jewellery must not be missing any of its original diamonds or gemstones
The jewellery must not have been adjusted by any other jeweller or anyone else
Bespoke commissions, personalised items or engraved items are excluded from our returns policy, unless faulty
If your purchase meets the above criteria a refund will be issued within 28 days of return.
If you have lost your GIA certificate, this can be replaced, however you must inform your Hearts of London point of contact before returning, who will advise what to do. The process to replace a certificate is lengthy and expensive, therefore we reserve the right to deduct a £350 fee per certificate to cover the costs if your jewellery is returned.
Items found to be damaged or defective prior to you receiving your item (and through no fault of your own) can be repaired or replaced, or you will be fully refunded.
If you are unsure whether your jewellery can be returned, please ask your Hearts of London point of contact, or email email@example.com.
As stated above bespoke commissions, personalised or engraved items are excluded from our returns policy, unless faulty. However, we will be happy to offer an exchange within 40 days of purchase. An exchange may incur re-stocking charges to cover the production costs incurred and are at the discretion of the store manager. If you chose to cancel your purchase during the production stage, you may incur costs if production has started.
Preparing your return
Returns can be made in person, or via delivery. To return an item in person, please book an appointment. For returns via delivery, we ask you follow these important steps to return your purchase.
Email us on firstname.lastname@example.org, call us on 020 7242 3100, or contact your consultant directly to discuss your return. You must do this before returning your item.
When confirmed with your Hearts of London point of contact, you should package your item with original packaging. This must include your GIA/diamond grading certificate.
You should avoid writing anything on the package or within the address that alludes to the value of the package contents, including ‘Hearts of London’, ‘jewellers’ or ‘diamonds’. Instead address the package as following: ‘“name of your consultant”, 29 Greville Street, Hatton Garden, London, EC1N 8AF’
We ask you return items within the UK via Royal Mail Special Delivery Guaranteed, making sure the package is tracked and insured. You should also obtain proof of posting. For orders returned from outside the UK, you should choose a reputable courier of your choice, ensuring the package is tracked, and obtain proof of dispatch.
Hearts of London reserves the right to reject a return if the above steps are not carefully followed, and is therefore not liable to repair, replace or refund the item. Any replaced or newly set ring is non-returnable and non-exchangeable.
Please make sure your jewellery fits the above criteria before returning, or check with your point of contact at Hearts of London. You can also email email@example.com with questions.
Lifetime Manufacturer’s Warranty
Should you have any concerns about your jewellery, we advise you to bring the piece in store or return to us via post for inspection by our production team. You should arrange an appointment to do so by emailing firstname.lastname@example.org, or calling us on 020 7242 3100. If your item is deemed to have a manufacturing defect, we will repair or replace the item accordingly.
If damage is not deemed to be a manufacturing fault, we will advise you on our repairs services.
You should be aware when buying diamond or gemstone jewellery that the naturally occurring stones can contain inclusions, irregularities in colour, size and shape and other individual characteristics. Our gemmologists will discuss this with you during your consultation in more detail, and will usually alert you to such characteristics. We pride ourselves on our transparency, and our certified gemmologists will always inform you of the exact characteristics and quality of the diamond you are purchasing, in accordance with its GIA certificate. Such characteristics will not be deemed a defect.
As purveyors of handcrafted jewellery, each item may have minor inconsistencies and irregularities to another. Variation in craftsmanship is not deemed a defect.
Jewellery will be subject to wear due to normal, day-to-day activities and trauma. We do not provide a warranty to repair, replace or refund in the event of normal wear or loss of stones. If your stone appears to be loose, please bring your jewellery in for inspection.
Our warranty does not cover theft or loss, and we therefore advise you select an appropriate insurance plan to cover your item. See our insurance advice.
Conditions of the Manufacturer’s Warranty
As well as the aforementioned conditions, please be aware of the following conditions.
Hearts of London’s Manufacturer’s Warranty is only available to the owner of the item, and for Hearts of London-made items
Any alterations made by jewellers other than Hearts of London will void your warranty
You must have your jewellery serviced by Hearts of London no less than once every two years. Frequent inspections will likely prevent serious problems occurring in the future
We recommend you arrange an inspection following any trauma to the jewellery, as soon as possible. The necessary repair may not be covered by the warranty, but we will advise on the best course of action
Our aftercare includes free deep cleaning and full checkover services for your item. We recommend you do this when possible to prevent problems
Defects that occur when the item is in your care are not covered. Please note that discolouration can occur when exposed to certain chemicals, prongs can get caught and bent out of shape and stones can fall out when prongs are loosened, among other day-to-day issues. You should make yourself aware of how to best care for your jewellery, or contact us on email@example.com for advice
Complimentary Cleaning and Inspection Services for Diamond Rings
We recommend having your ring cleaned and inspected every year or if it undergoes any potential trauma. Inspections may help prevent the loss of a stone and extend the life of your jewellery. This cleaning and inspection service is free of charge to all UK based Hearts of London customers on their Hearts of London jewellery. The customer only pays for shipping, and Hearts of London pays for return shipping. Repairs to your ring mounting can also be done at this time. Alternatively, customers can bring their jewellery in store - email firstname.lastname@example.org to arrange a time slot that suits you.
We recommend you insure your jewellery in addition to our warranty. Whilst a number of insurers will offer sufficient coverage, we recommend TH March. To arrange cover with TH March, call 01822 855 555 or visit their website www.thmarch.co.uk. Our jewellery reference number is AH750T. Alternatively, you may wish to add your jewellery to your home contents insurance.