Returns Policy and Procedures

Please note that orders for many items listed on our site are manufactured especially for you. Your order is processed by our team and our craftsmen set to work to manufacture your item upon receipt of your order, not from stock. We respectfully ask that you view the photos and read the product details carefully as you consider placing your order so as to avoid costly returns that impact our team. We are dedicated to supporting the UK jewellery industry wherever possible.

Jewellery Returns

Returns are accepted (*subject to individual conditions below /**earring note) if you notify us in writing of your intent to return within 14 days of receipt of your parcel. Returns must be managed in accordance with the conditions below.

RETURN CONDITIONS

Jewellery returns must be returned according to the following conditions and instructions:

-You must report your intent to return an item to us in writing within 14 days of receipt if we are to accept any items back. We request the prompt return of the items to enable us to regain the loss made by the return of your item which had been made especially for you. You have up to 14 days to complete your return using the method below. Proof of postage must be retained and available upon request. Gift receipts to extend that initial 14 day period can be discussed.

-Items must be returned at your (the customer) expense using Royal Mail Special Delivery service that includes an insurance level sufficient to cover the invoice value. Once items are received, checked and the condition confirmed as acceptable, a refund will be processed minus any unique charges in certain circumstances as mentioned below if relevant. You 'the sender' are responsible for the insurance level applied to the return parcel. If there is a loss, you will be responsible for making a claim directly with Royal Mail. We will not be held liable for losses on returns.

-Items must be in the same condition as originally shipped allowing us to restock and resell the item without any work required. Items will be inspected carefully on receipt for any damage including scratches or other marks. Any damage that requires mechanical cleaning and polishing will void the full refund and you will be contacted to discuss these costs and may only be eligible to a partial refund.

-Diamonds will be checked for authenticity against the detailed records we hold for each item despatched. This includes scanning of diamonds to confirm type as Natural or Lab Grown along with inspection of any laser certification numbers on the stones themselves. Any evidence that a diamond has been swapped or if there is damage to the diamond or its mount will result in the item being returned back to you and void any opportunity for a refund. Any confirmed evidence of attempted fraud will be reported to the police.

RETURNS - ITEM SPECIFIC*

AS NEW condition is required for all items being returned including packaging. Items will be thoroughly checked and must be approved by our quality control team.

Earrings for pierced ears**

Due to hygiene rules, earrings are supplied with a hygiene seal to give you confidence that these are band new items. We can only accept returns of stud earrings or other earrings intended for pierced ears or other piercings if the hygiene seal is intact and has no evidence of tampering. If the hygiene seal is broken or tampered with, the earrings cannot be returned.

Note:  If we were to accept earrings that have been worn, it would be necessary for us to remove and dispose of the earring posts and butterfly clips and replace them in order to restock them which is why we use hygiene seals. Original condition is a must including packaging. This is to protect and give assurance to all of our customers.

Rings

If a ring resize or modification of any kind was completed after initial delivery this item cannot be returned. If a ring size was established between us prior to manufacture by the supply of a finger sizer, any further adjustment to the final ring size after delivery will incur a resizing charge plus postage.

A return for refund based on the ring size not being correct after prior sizing approval via one of our finger sizers, cannot be accepted as grounds for a refund. A resize will be offered at a nominal charge plus postage.

Original AS NEW condition is a must including packaging. 

Pendants

Gold chains must be clean and fully functioning without any kinks along with the pendant. Original AS NEW condition is a must including packaging. 

RETURN INSTRUCTIONS

1.) Contact us to confirm your intent to return (within 14 days of receipt).

2.) Insert a copy of your purchase invoice inside the packaging with the items you are returning clearly marked with your reason for return. This will allow us to link the returned item to your account.

3.) Making sure the contents are protected, seal up the original box securely so that it cannot be easily tampered with.

4.) Return your item to the address below by Royal Mail Special Delivery choosing sufficient insurance cover for the value of your order. You are liable for any loss.

You can either take this to any post office counter for payment, or you can buy a label online to print out by going to https://send.royalmail.com 

RETURN ADDRESS:

Returns Department
Wholestone IAL
P.O. Box 9293
Christchurch
BH23 9LN

 

Upon receipt and approval of any returned item, we aim to process your return and refund within seven working days.  

Loose Diamond Returns

Returns of loose certified diamonds are refundable under distance selling regulations, but are subject to discussion at point of purchase and with prior agreement with one of our team. In some instances a stone will only be saleable by appointment in person. Certification of diamonds provides assurance to you the customer ahead of time that the diamond is exactly what it says it is according to the GIA or IGI (or other) certification body that has inspected and officially graded the stone. On the basis that the certificate provides extensive detail of the stone you are purchasing (which would be confirmed before shipping) you know what you are buying. A refund is not possible once the diamond has been sourced, despatched and delivered if the security seal has been broken. With over 40 years in the diamond industry we can be trusted to supply exactly what you are choosing to purchase.