Help & Contact > Exchanges & Returns

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Online purchases

To return or exchange an item please return the item(s) within 14 days of the date of your receipt.

Online purchases are entitled to a full refund, exchange, or credit note. Discounted or pre-loved items are not refundable. In the case of Christmas gifts (items purchased in December), the return or exchange period will extend to the 30th January to allow for holidays. The exchange, return or refund will take up to 7 working days to proceed. For a refund a 15% fee it will occur from the original price for restocking costs. For item costing less than £100, a fixed restocking fee of £15 will be applied. Please bring the order receipt into our store or send a copy together with the item/s if the return is by post. This returns policy does not affect your statutory rights.

You must complete and include your Exchange/Returns Form with your returned items. You can download our Exchange/Returns Form here.

In store purchases

Purchases made in store are not refundable unless agreed in advance. Discounted or pre-loved items are not exchangeable. To return an item for an exchange or for a credit, please return the item(s) within 14 days of the date of your receipt. If a refund is agreed, it will occur a 15% fee from the original price for restocking costs. For item costing less than £100, a fixed restocking fee of £15 will be applied. Earrings, customised items, (re-sized rings, engraved, bespoke or tailored jewellery) are not refundable or exchangeable. This returns policy does not affect your statutory rights.

Returns by Post

1. Place the item(s) into its original packaging and include your completed Exchange/Returns Form. Make sure the package is sealed securely.
2. Visit your local Post office to return your item(s) and ask for a receipt of postage.
3. For the customer's own protection, we recommend a recorded delivery service to return your parcel.
4. If you received the item as a gift, you'll be reimbursed with a gift card, credited with the cost of the item.

Artielli cannot accept responsibility for items returned to us without a completed Exchange/Returns Form or proof of purchase.

Please note that engraved items, pierced jewellery, altered or bespoke jewellery cannot be returned or exchanged, unless the product is faulty.

We cannot accept responsibility for postage or customs fees, or for any items damaged, lost or stolen in transit.

Once you have packaged the item safely send it back to the following address:

Artielli
4a Bridge Street,
Walton on Thames,
Surrey,
KT12 1AA

Returns in Store

1. Place the item into its original presentation box.
2. Take it along to our Walton on Thames store, together with your completed Exchange/Returns Form.
3. If the item is in its original condition, we will process the refund or exchange for you.
4. If you require a refund, please bring with you the credit/debit card used to place the order.
5. If you received the item as a gift, you'll be reimbursed with a gift card, credited with the cost of the item.

Please note that engraved items, pierced jewellery, altered or bespoke jewellery cannot be returned or exchanged, unless the product is faulty.

Exchanging a Gift

If you received an Artielli item as a gift that is not suitable, you can return it within the 14 day period. Please send the item following the Return Procedures above, ensuring it is in its original packaging with your gift receipt enclosed and returns form completed. If you did not receive a gift receipt, please contact the purchaser for a copy of the proof of purchase. We can only process a return with a valid proof of purchase or gift receipt.

For refund requests, please note that we can only refund the credit or debit card originally used for the purchase.

For exchanges, if the value of the new item exceeds the original gift value, you will be required to pay the difference. Should the value of the new item be lower than the original gift value, the difference will be credited to the credit or debit card originally used for the purchase.