Refund policy
Returns & Refunds
Ready-to-Ship Items
For ready-to-ship pieces, you have the right to return your purchase within 14 days of receiving it, no questions asked. This is your statutory right under EU consumer law.
To be eligible for return, items must be:
- Unworn and in original condition
- Returned in the original packaging (or similar protective materials)
- Accompanied by proof of purchase
How to Return: Contact me at frances@francesalexandra.com within 14 days of delivery to arrange your return. You are responsible for return shipping costs and must use a tracked and insured service — you remain responsible for the item until it reaches me. I cannot accept items sent payment-on-delivery (P.O.D.).
Once I receive and inspect your return, I'll process your refund within 30 days. If an item shows signs of wear or damage beyond what's necessary to inspect it, I reserve the right to refuse the return or offer a partial refund.
Custom & Made-to-Order Items
Each custom or made-to-order piece is designed, crafted, and finished by hand especially for you. Because of their bespoke nature, these items cannot be returned or refunded unless they arrive damaged or defective.
That said, I want you to love your piece. If something isn't right, please reach out at frances@francesalexandra.com and I'll do my best to make it right. Most designs can be resized or adjusted after delivery for an additional cost (unless the issue originated in the studio). You are responsible for all shipping costs, which must include tracking and insurance.
Damaged Items
If your piece arrives damaged, please notify me within 7 days of delivery at frances@francesalexandra.com. Include clear photos of both the packaging and the item itself for insurance purposes. Take photos before opening if the outer packaging appears damaged.
Unique Nature of Handmade Work
Every piece is individually crafted by hand from start to finish. Slight variations in texture, form, or finish are inherent to the process and contribute to the unique character of your jewellery — these are not considered defects.