Return and Refunds

We want you to love every piece you order from juliequest.com. If something isn't quite right, we're here to help. This policy explains how returns, exchanges and refunds work. It does not affect your statutory rights as a consumer under UK law.

YOUR 14 DAY RIGHT TO CANCEL

Under the Consumer Contracts Regulations 2013, you can cancel your order within 14 days of the day you receive it, without giving a reason.

To be eligible for a return:

1. the item must be unworn and unused;

2. it must be in its original condition, with any tags still attached;

3. it must be returned in its original packaging, including any box, pouch or card;

4. you must provide your order number or proof of purchase.

HYGIENE EXCEPTIONS

For hygiene reasons, earrings for pierced ears can only be returned if they are unworn and still sealed in their original packaging. Opened earrings cannot be returned unless they are faulty.

Items that have been personalised or made to your specifications cannot be returned unless they are faulty.

HOW TO START A RETURN

All returns must be arranged with us first. Please do not send items back without contacting us, as we may not be able to match unannounced parcels to an order.

1. Email us at wolfgangpegemk@gmx.net within 14 days of receiving your order, with your order number and the item(s) you would like to return.

2. We will reply with the return address and any instructions.

3. Send the item(s) back within 14 days of telling us you want to cancel.

We recommend using a tracked and insured postage service and keeping your proof of postage, as we cannot be responsible for returns that are lost on the way back to us. Please pack jewellery carefully so it is not damaged in transit.

RETURN SHIPPING COSTS

If you are returning an item because you changed your mind or ordered the wrong item, you are responsible for the cost of sending it back. We do not provide return labels for change of mind returns.

If the item is faulty, damaged or incorrect, we will cover the cost of the return.

REFUNDS

Once your return arrives, we will check it and let you know by email whether your refund has been approved.

Approved refunds are made to your original payment method within 14 days of us receiving the item back, or of you giving us proof that you have sent it, whichever is sooner.

We will refund the price of the item(s) and the cost of standard delivery. Because standard delivery is free, this means you will receive the full price of your item(s). If you chose Insured Express Shipping, the £4.95 shipping fee is not refundable for change of mind returns.

If an item is returned worn, damaged or not in its original condition, we may reduce your refund to reflect the loss in value, or we may be unable to offer a refund.

EXCHANGES

If you would like a different item, the quickest way is to return the original item for a refund and place a new order for the item you want.

DAMAGED, FAULTY OR INCORRECT ITEMS

If your item arrives damaged, faulty or you received the wrong product, please email us at wolfgangpegemk@gmx.net within 30 days of delivery, with your order number and a clear photo of the problem.

Under the Consumer Rights Act 2015, you will be entitled to a replacement or a full refund, including any shipping costs you paid, and we will cover the cost of the return. If you prefer a replacement, we will send it to you free of charge by Insured Express Shipping.

If a fault appears after 30 days, please still get in touch. Depending on the situation, you may be entitled to a repair, a replacement or a partial or full refund under UK law.

WHAT IS NOT A FAULT

Jewellery is delicate, and some changes can happen with normal wear. The following are not treated as faults:

1. normal wear and tear over time;

2. damage caused by accidents, pulling or catching;

3. tarnishing or discolouration caused by contact with water, perfume, lotions, chlorine, cleaning products or other chemicals;

4. damage caused by incorrect storage or care.

To keep your jewellery looking its best, we recommend taking it off before showering, swimming, exercising or sleeping, and storing each piece separately in a dry place.

LATE OR MISSING REFUNDS

If you haven't received your refund yet, please first check your bank or card account again, as it can take a few business days for the refund to appear after we have processed it. If you still have not received it, please contact us at wolfgangpegemk@gmx.net and we will look into it.

juliequest.com

Alessandro Luca Accessories Ltd

79-81 Rimrose Road

Bootle, Merseyside

L20 4HN

United Kingdom

Email: wolfgangpegemk@gmx.net

Phone: +44 7348 537382

Please note that this address is for correspondence only. Please do not send returns to this address unless we have asked you to.