Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at charlie@thejewellerybuilder.com. Please note that returns will need to be sent to the following address: 11 Midmar Place, Broughty Ferry, Dundee DD5 3GQ, UK.

In cases where the item was defective, or not as described, we will refund return postage. For all other instances, the customer is responsible for return shipping costs.

You can always contact us for any return question at charlie@thejewellerybuilder.com.

US Orders and Import Tariffs

Orders shipped to the United States are sent Delivered Duty Paid (DDP), meaning applicable US import tariffs are paid before delivery and you will not normally be asked to pay these charges when your order arrives.

If you choose to return an order for a refund, any US import tariff or customs duty already paid on your behalf is non-refundable where we are unable to recover that charge from the relevant customs authority. This amount will therefore be deducted from any refund due.

This does not apply where goods are faulty, damaged, incorrectly supplied, or where you otherwise have a legal right to a full refund.

Buyers are responsible for the cost of return postage for change-of-mind returns. Items must be returned in their original condition.

Custom-made or personalised items cannot be returned for change of mind.

Incorrect or Incomplete Delivery Addresses

Please check your delivery address carefully before placing your order. We are not responsible for non-delivery or return of an order where the address supplied by the buyer is incorrect or incomplete.

If an order is returned to us for this reason, the buyer will be responsible for the cost of redelivery, including any additional postage, import tariffs, customs charges or other costs incurred in sending the order again.

If a refund is agreed instead of redelivery, postage and any non-recoverable import tariffs, customs duties or other delivery charges already incurred will be deducted from the refund.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like custom products (such as special orders or personalized items).  Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at charlie@thejewellerybuilder.com.