Elizabeth Anne Norris is proud to offer a ‘Repair’, ‘Replace’, ‘Exchange’ or ‘Refund’ policy for every customer who purchases jewellery items from www.eanjewellery.com
Payment
All ordered items, workshops and commissions should be paid for in full in cleared funds before delivery.
Made to order items
Made to order items take up to 5 working days to make. If in doubt about ‘made to order’ items please contact us prior to making your payment, thanks. Please note ‘Made to Order’ items includes ‘one of a kind’ custom jewellery orders and all ‘personalised’ jewellery.
Cancellation
Should you wish to cancel your order please contact us asap notifying us for the reason for your cancellation. Please read the exchanges and refunds policy for details.
Postage
All prices quoted in the shop include standard worldwide postage and packing. Should you require insured delivery service please get in touch as this can be arranged on request. All orders are posted to the customer. The postal service used is Royal Mail unless otherwise specified. Unfortunately it is not possible to collect your order in person. All items will arrive boxed in Elizabeth Anne Norris custom made jewellery box with protective packaging appropriately for postage. All postage for returns, repairs, exchanges and refunds are paid for by the customer.
Delivery Times
Where delivery dates are stated, they will be given in good faith but they cannot be guaranteed. If delivery dates cannot be met for reasons beyond Elizabeth Anne Norris’s control, e.g. Elizabeth Anne Norris’s inability to obtain materials or other supplies, strikes, delay by freight or postal agencies, force majeur or the like, the customer shall not be entitled to cancel the order or claim compensation for non-delivery or delay. Estimated delivery times are as follows:
- UK 1-2 working days
- Europe 3-5 working days
- US and Canada 5-7 working days
- Australia 5-10 working days
Please Check Your Order
All items delivered to the customer should be inspected immediately on receipt. If the customer is in any way dissatisfied with the item they must contact us within 14 days of receipt of the item/s. In the event of the customer failing to notify us within 14 days, of his/her dissatisfaction with their order and the reasons for their dissatisfaction, no responsibility for the return of the goods or for the re-imbursement of the purchase price shall be accepted.
Unwanted Gift Vouchers
You have a 14 day cooling off period in which time you may change your mind and decide, for whatever reason, that you no longer want your gift voucher. If this happens please contact us at the soonest opportunity and explain your situation. You will need to return the unwanted gift voucher to the address below. On receipt of the gift voucher you will be offered a refund minus charges incurred. Gift vouchers are non returnable after a period of 28 days. Unfortunately, no refund will be offered if you change your mind after 28 days of your purchase.
Jewellery Returns
Returns must be made within 28 days from the date that the customer contacts us via email. Please return all item/s, in the original box including the written reason for return. Please also include a copy of the Order (or at least the Order Number) along with Your Name and Address. All postage for returned items will be paid for by the customer. Unfortunately, returns can not be made in person. Returns are the responsibility of the customer so please ensure they are packaged adequately and a suitable delivery service is used. Please return your item/s to the address below.
Jewellery Repairs
We offer a ‘free of charge repair’ for any item ordered from Elizabeth Anne Norris, should it arrive damaged or faulty. ‘Custom made’, ‘one of a kind’ and ‘personalised’ items can only be returned for repair if they are faulty. All items must be returned by post within 28 days starting from the date that the customer notifies us by email. Return postage for repairs is paid for by the customer. Unfortunately, Elizabeth Anne Norris can’t except returns in person. NB. Ring re-sizing is not included as a repair. See Additional Information below.
Jewellery Replacement
If your ordered item does not arrive due to being lost or stolen in transit please notify us asap so we can arrange a replacement to be sent to you.
Jewellery Exchanges
We offer to exchange certain items for a different size as long as they are not personalised and are returned to Elizabeth Anne Norris “as good as new”. ‘Custom made’, ‘one of a kind’ and ‘personalised’ items can only be exchanged/repaired if they are faulty. Bangles can be exchanged for an alternative size by prior agreement. Necklace chains can be exchanged for an alternative length by prior agreement. All items must be returned by post within 28 days starting from the date that the customer notifies us by email. Return postage for exchanges is paid for by the customer. Unfortunately, Elizabeth Anne Norris can’t except returns in person. Ring resizing will be paid for by the customer if the wrong size has been ordered. See Additional Information below.
Jewellery Refunds
We offer a full refund (minus charges) on unworn/ unpersonalised ‘ready to wear’ jewellery designs as long as they are returned to Elizabeth Anne Norris as good as new and in their original box. We offer a 50% refund for damaged/unwanted items that are ‘custom made’, ‘one of a kind’ or ‘personalised’ if they can not be repaired. We reserve the right to inspect any items with alleged damage or defect before issuing a refund. Please note due to current EU Hygiene regulations, earrings are non-refundable. All items must be returned by post within 28 days starting from the date that the customer notifies us by email. Return postage for refunds is paid for by the customer. Unfortunately, Elizabeth Anne Norris can’t except returns in person.
Ring Sizes
Every ring is ‘made to order’ so please be sure that you know the correct ring size before you order. If you do not know the required ring size I will send you a complimentary ring sizer. Please request your complimentary ring sizer by contacting us.
Ring Resizing
In the event that a ‘made to order’ ring has to be resized due to the wrong size being ordered the cost of resizing and postage must be paid for by the customer. You can order ring size adjustment here: http://www.eanjewellery.com/product/ring-size-adjustment/
Metal Prices
Prices of precious metal items are subject to revision without prior notice according to prevailing bullion and currency exchange rates. In accordance with our policy of constant improvement, Elizabeth Anne Norris reserves the right to alter specifications and prices of items in the catalogue without prior notice.
Jewellery Dimensions
All Elizabeth Anne Norris jewellery is handmade. All sizes, where quoted, are approximate and descriptions are correct at the time of publication but are subject to alteration. Elizabeth Anne Norris reserves the right to alter specifications and prices of items in the shop without prior notice.
Returns Address
Unit 2, The Quadrangle, Shoreham Road, Sevenoaks, Kent, TN14 7RP