Standard Returns PolicyIf you would like to exchange or return an item purchased from our website, please download and complete our exchange and returns form enclosing it with your order in its original condition, along with the original despatch note and packaging.
Refunds can be requested within 14 days of the date of despatch, and exchanges within 30 days from the date of despatch.
1. Items purchased online can be returned via post or through our showrooms (excluding airports).
Please note, orders paid using PayPal, Interest Free Credit or purchased via an in store devices (Kiosk or Tablet) can only be refunded once received back at our Head Office. Our showrooms will happily take receipt of your items and arrange for them to be securely sent free of charge to our Head Office for processing.
2. If returning directly, we recommend insuring your parcel to protect your goods in transit.
Please send to:
Hoppers Jewellers of Bourne
35 North Street
Unfortunately we cannot accept returns of earrings or cleaning products if the tamper proof packaging has been opened. This is for hygiene reasons and doesn’t affect your statutory rights. We cannot accept items that have been engraved, personalised or altered.
Hoppers Jewellers will provide a full refund or exchange should you receive a faulty item or be unsatisfied with an item received on the following conditions:
If any items in your order prove to be faulty, please download a returns form and return the items to Hoppers Jewellers with a copy of the delivery note. If you need any advice, please call the Hoppers Jewellers customer experience team.
Our promise to replace the item or refund your money does not apply to faults or damages caused by accident, neglect or misuse.
Certain exclusions apply see paragraph below. Please include your Order Number, Date of Despatch (found on your despatch note), the reason the product has been returned and indicate whether you would like to receive a refund (excluding your original delivery charge) or an exchange.
Please be aware that refunds for purchases made using 3rd party tender types e.g. insurance cards, may not be possible on the same day. If this is the case, our showroom or customer experience teams will advise you and keep you updated with progress.
Except in relation to faulty or incorrectly supplied goods, where your statutory rights are unaffected, personalised goods made to a customer’s specifications may not be returned. When your item is a special ordered large item, we do not keep stock of this item and we will raise an order through a supplier direct to you. In such cases you may not be able to return your goods if they are unwanted, however if you experience problems with your goods or order then please contact the Goldsmiths customer experience team.
For further details on returning your purchase to a Hoppers Jewellers store, please refer to the reverse of your delivery note.
Please Note: When processing your return we may need to speak with you before we are able to complete the process. If we are unable to make contact with you within 14 days of receiving your item(s), we will return it to the delivery address linked to the order.
Christmas Returns Policy (Starts 4th November)
In the unlikely event that you are not entirely happy with the purchase you have made for a Christmas gift, we will be happy to exchange or refund up until Sunday 8th January 2017, on presentation of the unused goods in the original packaging (with no alterations made) and the guarantee accompanied by the till receipt or proof of purchase.
Earrings can only be exchanged or refunded in the tamper-proof packaging.
We offer this returns policy in addition to your statutory rights.
Under the Consumer Contracts Regulations, you have the right to cancel your order with us at any time within 14 days of receiving your goods. In the event we are unable to deliver your order within our standard delivery timescales you are entitled to cancel your order with no penalty.
Should you cancel the contract we will then refund you the price you have paid for the goods, this will not include delivery charge if you have cancelled after your order has been dispatched. Any service not provided by us, such as a special delivery service will not be refunded. You are under a duty to take reasonable care of the goods, which means the goods must be unused.
Please contact our customer experience team should you wish to cancel your order.