Returns & Exchanges
HOW TO RETURN AN ITEM (UK RETURNS ONLY)
Step 1
- Go to to our Royal Mail Returns Portal
- Enter your Order Number (found on your order confirmation email), Reason for Return, Email Address, Name, and Home Address.
Step 2
- Confirm your parcel does not exceed the maximum weight and size limit. If this does not apply, please contact us.
- Click 'Create Your Label' to continue.
Step 3
You have two options for returning your item:
- Drop-off: Drop the item at a designated location (Postbox, Locker, ParcelShop, etc.). Use the emailed QR code/label or Print return label.
- Collection: Book a collection from your location. The label can be brought to you (No printer required).
HOW TO RETURN AN ITEM (INTERNATIONAL RETURNS ONLY)
Address your parcel to the following PO Box:
PO BOX 639
WALTON ON THAMES
KT12 9GN
Please Note: We highly recommend using a Signed or Recorded Delivery service, as we can only process refunds for items that arrive safely with us.
Returns Policy
We are happy to offer a refund or exchange on items returned within 60 days of purchase. You do not need to contact us before returning an item. However, they must meet the following conditions:
- The item must be in the same condition as sold.
- The item must be in its original packaging.
Return Shipping Costs
- You are responsible for the costs of returning the goods to us. We will cover the return shipping costs only if we delivered the item to you in error or if the item is faulty.
- If you use our Royal Mail returns portal (for UK orders), the cost of the return postage (£3.80) will be deducted from your final refund amount.
Packaging Your Item
Please securely package your item and include a note inside the package with the following essential information:
- Your Name
- Email Address
- Order Number
- If requesting an exchange, please clearly specify the new item you would like.
Please ensure your package is well-taped and sealed, as we can only refund items that arrive safely. If returning a chain, you must use the original box. Do not send it loose in an envelope, as chains often escape in transit.
Refunds
- Once your return is received and inspected, we will process your refund or exchange and notify you accordingly.
- Please allow up to 7-days for your refund to be processed
Exceptions
- Engraving Fees: Engraving fees are non-refundable for any returned items.
- Custom Engraving: Engraving cannot be changed unless a mistake was made on our behalf. In this unlikely situation, please contact us and we can assist you with getting the item re-engraved or refunded.
- Gift Bags: Gift bags are non-refundable.
- Exchange Cost: If you are exchanging your item for a product of greater value, you will be required to pay the additional fees to cover the cost of the new item.
Damaged Goods
If your goods arrive damaged:
- Please keep all packaging materials.
- Notify us within 3 days of receiving the order.
- We will then assist you to make a claim or provide a replacement product dependent on the problem.
Contact Us
If you have any questions about your return, please do not hesitate to contact us:
Email: sales@hersey.co.uk
Phone: +44 (0)1932 225989