Refund & Exchange Policy
We hope that you will love your purchase from Soul Gems London. If, however, you need to send something back, returning an item couldn't be easier.
You are welcome to try your purchases in the comfort of your own home and, if you are not completely satisfied for any reason, please send it back to us within 30 days of purchase and we will be happy to offer you an exchange or refund. Refunds will be processed and given minus the delivery charge incurred by us in sending it out.
We want you to be completely satisfied with everything you purchase from us and so are happy to include items purchased in the sale or with a promotional code in our moneyback guarantee.
All return or exchange requests must be accompanied by a copy of your proof of purchase such as your order number.
Please make sure your items are returned in a new and unused condition and in their original packaging in order for us to process an exchange or refund. This includes not removing any plastic protective covering on products. Return delivery charges are paid for by the customer and we recommend you use tracked and signed for delivery as we cannot take responsibility for items lost in the post on their way back to us.
If an exchange is requested, we will post it out to you within 2 working days usually of receiving your returned item. If the item being exchanged for costs more than the item being returned, the difference must be paid before the exchange item can be posted out. If the cost is less, the difference will be returned to you and will be processed as per our refund policy below. Return delivery charges are paid for by the customer.
Processing Your Refund
Upon receipt of items in their original condition and packaging, the refund will be made back via the original method used for the purchase such as Debit Card or PayPal. The cost of the goods will be refunded minus the delivery charge incurred in sending out the goods. We will process your refund within 7 working days of receipt. Your debit/credit card company may take 4-7 working days to credit your account.
Should you have any questions or queries regarding our refund and exchange policy, please don’t hesitate to contact us via our Live Chat facility on our website or via email on our 'Contact Us' page and we will be happy to answer your questions.
Combination purchases / promotional offers / free gifts
For combination purchases (e.g. buy one get one free or buy one get another item at a reduced price) you must return the free or reduced price items to enable a refund or exchange to be processed. The same applies to items given as a free promotional gift; the gift must be returned in its original packaging in order for us to approve a refund. In the case of an exchange, the free gift may be kept. Return delivery charges are paid for by the customer.
In the interest of hygiene and for your protection, earrings and pierced jewellery are excluded from our Refund / Exchange Policy. We cannot refund or exchange them unless they are faulty upon receipt in which case you must notify us immediately of the defect.
Personalised Custom Jewellery
We are unable to offer a refund or exchange on personalised jewellery as these are bespoke items created especially for you. This means that we cannot provide a refund or exchange on any item that has been specially altered or personalised in any way unless they are faulty upon receipt in which case you must notify us immediately of the defect.
Sold As Seen
We do not give refunds or exchanges on items which are sold as seen at the time of purchase.