Terms & Conditions


If you are not entirely satisfied with your purchase, you can choose to exchange for either an alternative item or receive a refund less the cost of shipping and gift boxes.

If your jewellery item is not suitable, we operate a 7 day returns policy as long as your item has not been worn, used or had its security tag removed. We reserve the right to refuse an exchange or refund if goods are not returned in a saleable condition or are damaged.

Please contact our Customer Services Team (telephone 0121 236 7751 or email [email protected]) before returning any goods to receive a Returns Confirmation email.

On obtaining a Returns Confirmation email from our Customer Services Team, please print this off and enclose with your return.

Please allow up to 7 days for your return to be inspected and credited to your account/card, this may be slightly delayed during holidays.

Returning personalised goods

We are unable to offer an exchange or refund on any items that have been bespokely made, personalised or engraved.

Returns via approved suppliers

Purchases made at Deakin & Francis approved suppliers (such as Harrods, Selfridges and other stores) can only be returned to that store.

Please ensure that returned goods are in perfect condition as we cannot accept products back which have been used or which are scratched and damaged.

Please note:

We are unable to offer an exchange or refund on any items that have been personalised or engraved.

International customs duties and sales taxes are NOT refunded for shipments outside the European Community (EU).

For your security we advise you return any product via secure delivery, such as Royal Mail Special Next Day Delivery (with the appropriate cover level of insurance) and retain a receipt of postage for your own records.

Deakin & Francis is not responsible for the return shipping costs unless the item is faulty and we are not responsible for any items damaged or lost in transit.

These conditions do not affect your statutory rights.