Returns Policy

Returns Policy

All our bespoke, personalised jewellery, including, handprint, footprint, fingerprint, pet print, drawing, and writing jewellery, are excempt from being returned, unless the item is faulty.

Items such as chains and bracelets are eligible for return, but in order to be eligible, the item must be in the same condition as when it was received, unused and in the original packaging.

This policy expires after 30 days. If 30 days has passed, since your purchase we are unable to offer an exchange or refund.

Our gift vouchers have an expiry of 12 months, from the date of purchase. Gift vouchers are non – refundable or transferable.

Upon return to Felix & Reuben, your item will be evaluated and inspected. We will contact you via email to confirm if your refund has been approved or rejected. If the refund has been rejected we will explain the reasons for its rejection. If your refund is approved, your refund will be processed within 14 days, via the original method of payment, unless agreed otherwise.

Exchanges

We really do hope that you love your jewellery as much as we loved making it, but, if for any reason you are unhappy, please contact us as soon as possible at contact@felixandreuben.co.uk

If you believe your item to be not as you ordered or faulty in any way, we will remake your jewellery for you, free of charge, of course. In order for us to complete a remake however, we will need to view and inspect the original item, before we go ahead with a remake.

Please note that we are unable to remake a piece due to eventual wear and tear or because you have changed your mind about the design.

We provide full care instructions with all our handmade jewellery items, it is your responsibility to ensure that you follow our care instructions and look after your jewellery. If, when we inspect your jewellery, we deem that it has not been cared for in line with our care instructions, then we reserve the right to refuse an exchange.

Exchanges on non personalised items, such as necklaces and chains, that are faulty, will be offered for up to 6 months, from the date of delivery.

Shipping of Returns

Once you’ve notified us via email to contact@felixandreuben.co.uk, that you will be returning an item, we will provide you with the postal address to return.

We will require your product to be returned together with the proof of purchase and a note accompanying it, with your details.

Please return your item via Royal Mail Special delivery, which is a fully tracked, and insured service. If your item is returned via an un tracked service then we cannot guarantee its whereabouts or its safe arrival. If an item is not sent via a tracked service and gets lost in the post, a replacement or refund will not be issued.

You are responsible for the shipping costs of the return. Shipping costs are non refundable.

Timescale

Replacement of non personalised items, such as necklaces and bracelets will be posted out within 14 days, this is however subject to stock levels. If a remake of your jewellery is required, your replacement item will be delivered to you within 28 days. Please note however, that at peak times of year for the business, such as Christmas, Mother’s day or Father’s Day then turnaround time may be longer.

Changes to your order

We are able to make changes to your order, up until you approve the proof image of your jewellery, this includes change to the personalisation and layout of the item.

If you wish to change the type of jewellery or select a completely new design, which involves a change in price, then let us know as soon as possible.

Once you have returned the design form and / or agreed to the proof image of your jewellery, which is sent via email, we are unable to make any changes to your order, as your jewellery will already be being made.

Cancellation

Once your jewellery has started the design process, we are unable to cancel your order.

If you’ve not sent your prints back to us and would like to cancel your order, please send an email to contact@felixandreuben as soon as possible.

Payment Plans

To discuss payment plans please contact us on 07968224792 or via email on contact@felixandreuben.co.uk