RETURNS & REFUNDS

We will happily offer a refund if something isn’t quite right. Simply notify us of your intention to return an item within 14 days of receiving your order by following our returns process below. You then have 28 days to return the item(s) to us. We can only accept items back which are unaltered, unworn, and in a resaleable condition.

Exchanges are only possible on faulty or damaged items, of the same design, and if in stock.

Jewellery bought from us at alexanderthurlow.com cannot be exchanged or refunded in any Alexander Thurlow retail stockists. Similarly, any jewellery bought in from our stockists must be returned to the store where it was purchased. Proof of purchase is required.

RETURNS PROCESS

To return an item, email us at hello@alexanderthurlow.com to let us know, please include: your name; address; order number and the reason for the return.

Please return your items unworn and where possible in their original packaging, to:

Alexander Thurlow & Co Ltd, Unit 4, 1-7 Ernest Avenue, London, SE27 0DQ

Please note we will not email you upon receipt of your return. As soon as we have received and taken care of your return, we will email you to confirm that your refund has been issued.

Unfortunately, we do not cover the return postage of items returned for a refund unless the product is faulty. We recommend returning the items by a tracked delivery service to ensure your order is safely returned to us.

Please note we cannot be held liable for any missing returns and it is the responsibility of the customer to safely return their item to our depot.

REFUNDS

Refunds will be made within 10 days of the date of the notice to cancel or from the receipt of the return. We will refund the credit or debit card of the person who originally placed and paid for the order. Refunds may take up to 14 days to appear in your account. Delivery costs are only refunded for faulty goods

EXCHANGES

We only replace items if they are faulty or damaged. In the rare occurrence that you’ve received a damaged or faulty product please email us at hello@alexandetherthurlow.om for a replacement or refund.  

EARRINGS

Earrings can be returned as long as they are unworn and returned to us in perfect condition.