Returns & Refunds Policy
At Marquise Jewellery, we are completely dedicated to your total satisfaction. Every product we sell is backed by our 14-day money-back guarantee.
Your Right to Cancel
Your rights to return goods are protected under the Consumer Contract Regulations (June 2014) and the Consumer Rights Act (Oct 2015). You are entitled to cancel your order and return the goods within 14 working days for a full refund, including the standard cost of delivery.
How to Initiate a Return
If you change your mind about an item, please notify us of your intention to return the product quoting your order number:
Email: marquise_online@btinternet.com
Phone: 01492 547153
Postal Address: 16 Tanrallt Street, Mochdre, Colwyn Bay, Conwy, Wales, LL28 5AY
Return Conditions
Condition: Items must be returned in clean, saleable condition and in their original packaging.
Shipping Costs: You are responsible for the cost and risk of loss or damage when returning the goods. We recommend obtaining proof of postage and using a tracked service with sufficient insurance to cover the item’s value. Return postage and packaging charges are non-refundable.
Processing Time: Please allow up to 14 days from our receipt of your returned goods for your refund to be processed. Refunds are normally issued via the same payment method used for the original purchase.
Exclusions & Bespoke Products
Please note that certain items are exempt from our standard returns policy:
Bespoke Items: Items manufactured or altered specifically to meet your requirements (e.g., high-value gold figures, special ring sizes, engravings, or personalized alterations) are considered bespoke and are non-refundable/non-returnable.
Hygiene & Health: For health and safety reasons, we cannot accept returns or offer refunds on earrings or any articles that penetrate the skin.
Faulty Goods: This policy does not affect your statutory rights if goods are faulty or misdescribed.
Sterling Silver Animals (Filled Mark)
Some specialist Sterling Silver items may contain a resin core for strength and stability. These items carry a Full UK Hallmark, including the “filled” mark from Official UK Assay Offices. This indicates the resin/cork core is used purely for structural integrity and does not affect the silver quality.