Refund policy

Returns and refunds

We want you to be happy with your purchase from Second Story Jewellery. For eligible online purchases, notify us that you wish to cancel within 14 days after receiving your order, or the last item if delivered separately. You then have a further 14 days from notifying us to send the goods back. Email johnlockett@hotmail.com with your order number, or use another clear statement of cancellation.

Our jewellery is pre-owned. Wear described or shown in the listing forms part of its stated condition. You may inspect goods as you would in a shop. Please return any packaging and tags supplied where possible. Your statutory rights do not depend on retaining the original packaging. We may deduct for loss of value caused by handling beyond what is necessary to establish the goods' nature, characteristics and functioning, where the law permits.

How to return an item

Contact us for return instructions and a return shipping label. Please package jewellery securely. We recommend a tracked service with appropriate cover for its value and retaining proof of posting.

Return address: Second Story Jewellery, Rose Farm House, Stafford ST19 9PD, United Kingdom.

Cancellation refunds

For a statutory cancellation of the whole order, we refund the item price and the cost of our least expensive standard delivery option. Any extra paid for express delivery is not refundable under this cancellation right. We issue the refund within 14 days of receiving the returned goods or evidence that you sent them back, whichever is earlier, using your original payment method. Your payment provider may take additional time to display the refund. No restocking fee applies.

Faulty, damaged or incorrectly described items

If an item is faulty, damaged, not as described or incorrect, contact us so we can resolve it. We cover reasonable return postage for these issues. Your statutory rights, including the applicable 30-day short-term right to reject faulty goods and further rights after that period, are unaffected by this policy or the change-of-mind cancellation window.

Exchanges

As many items are individual pre-owned pieces, an identical replacement may not be available. Contact us to discuss an alternative, or return your item and purchase another separately.

Questions about returns: johnlockett@hotmail.com.