All returns are free except in the following situations:
All earrings and bespoke jewellery items that were made to order are not entitled to a refund or exchange. Items which have been re-sized, engraved or embossed are also, regrettably, non-refundable and non-exchangeable
In the unlikely event that your purchase is found to be faulty, Holts Gems shall either fully refund the purchase price, or repair the faulty item, or provide a replacement, or provide alternative goods to the same value at the discretion of Holts Gems. If we comply with this condition we shall have no further liability to you. Please note that all items that are claimed to be faulty are subject to examination by our Head Office in Hatton Garden.
International returns: unfortunately we cannot offer free returns on any international orders; it is your responsibility to pay any delivery charges, duties and taxes incurred to return your purchase.
We request that all goods being returned from within the UK are returned within 14 days of initial receipt. International returns should be shipped within 14 days of receipt of order. Returns which are received outside the above time frames are accepted at the discretion of Holts.
All our items have a 12 month guarantee which covers manufacturing faults but excludes fair wear and tear, accidental damage or misuse. Proof of purchase is required to benefit from our guarantee.
Nothing in this policy affects your legal rights.
How to proceed if you wish to return a purchase
All returns must be dispatched back to us within 14 days of purchase. The item/s will be inspected, and if the item is damaged or there is sign of it being worn, the return will not be accepted.
In the event you wish to return the item you need to email us first notifying us of your order number. We will then send you the pre-paid returns label for you to adhere on our original packaging.
Until such time as we receive the returned item, we cannot take responsibility for it. We strongly advise that when returning the item by post, you obtain proof of postage from the post office. We also advise that you return it using the same packaging and protective packing materials as when the item arrived.
Receiving a refund
A prompt refund of the price of the goods will be issued once all the information is received. The credit or debit card used for the original purchase will be credited with the original price less any delivery charges if shipment came from outside the UK. For shipments outside the European Community (EU), international customs duties and sales taxes are non-refundable.