Returns & Refunds

We understand that sometimes products need to be returned. If your item is faulty, damaged, or simply no longer required, our team will help you out.

We must be notified of intent to return goods in writing via email before you return items. Please email sales@alexanderthurlow.com stating your full name, order number/purchase number, the products you intend to return and the reason for the return.

You have 14 days from the date of the delivery to report any shortages, breakage, miss-deliveries and non-deliveries. We (Alexander Thurlow) will not be liable for any such claims made after this time.

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

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 warehouse.

REFUNDS

Refunds will be issued to your original payment method or account. No refund for postage can be provided once the order has been dispatched, the cost of postage merely covers the cost of sending the goods to you, and a service cannot be credited once begun. This is unless We (Alexander Thurlow) agree that the goods are damaged. We (Alexander Thurlow) are not obliged to credit any local taxes, import duties or custom charges paid.

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 sales@alexandetherthurlow.com for a replacement or refund.  

EARRINGS

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