Returns


CHRISTMAS RETURNS POLICY


For your convenience this Christmas, we've extended our refund policy.

You can exchange or get a refund for eligible purchases* made between November 1st, 2023, and January 7th, 2024**, as long as the items are unused, in their original packaging (unaltered), and you have the guarantee and proof of purchase. This extended return policy is provided in addition to your statutory rights.

*Please note standard returns conditions and exclusions below.

**Please note that the extended returns policy applies to purchases availing of the eVoucher gift, however, in order to receive a full refund, the eVoucher must be returned un-used with the qualifying product. In the case of the eVoucher being partially/fully redeemed at the time of return, the used value will be deducted from the refund amount.


RETURNS OVERVIEW

We want to ensure that you are completely satisfied with your purchase from Fraser Hart online. If you wish to return a product you can do this via post or in-store. Refunds are made back to the credit/debit card used to pay for the order. When a refund is made to a credit or debit card, Apple Pay or via PayPal it may not show up in your account straight away as the clearing banks take time to process the refund. Typically this can take up to 7 working days, but varies depending on your own bank. If you would like further clarification on the timescales involved, please contact your card issuer. Goods are subject to a 30-day money back guarantee provided that they are returned to us within 30 days of the date of delivery and with respect to the following:

  • Only purchases from a Fraser Hart store or FraserHart.com can be exchanged or refunded in Fraser Hart stores.
  • All items returned must be unworn and in their original pristine condition and packaging.
  • The items returned must be accompanied by our despatch paperwork.
  • Please note that earrings purchased online are dispatched in a hygiene seal packet and are eligible for exchange/refund only if returned in their original packaging.
  • Please note that earrings purchased through Click & Collect are not eligible for an exchange/return once collected from the store.
  • Please note that special orders and personalised items (i.e. name chains, special order initials, Tulip Setting products and any items which have been engraved) are not eligible for a refund/exchange.
  • Refunds will only be made to the card used to purchase the item. Please note no refund or exchange will be given without a dispatch note, receipt or other proof of purchase. Our refund policy does not affect your statutory rights in respect of faulty or damaged goods. For more information on your statutory rights, visit https://www.gov.uk/accepting-returns-and-giving-refunds.
  • We reserve the right to decline an exchange or refund (refund you in full, minus any amounts due by way of compensation to either repair the goods or to cover any loss) any items where you have failed to take reasonable care of the goods, whether whilst in your possession or when returning them.
  • Under the Distance Selling Regulations, if you buy online, you are entitled to a full refund, inclusive of any delivery charge. Goods must be returned in their original condition, including immediate packaging, within the cooling off period.

If you need further information on returning items, please contact our Customer Service team by emailing us or calling us on 0808 549 7766, Monday to Friday 9:00am to 5.00pm (excluding public holidays).


As a consumer, you have legal rights in relation to Goods that are faulty or not as described. In this case, we will refund the price of the Goods in full, together with any applicable delivery charges, and any reasonable costs you incur in returning the item to us.

If you suspect that the Goods are faulty or defective, you must notify us within your 30 day return window (by emailing sales@fraserhart.co.uk, calling 0808 549 7766 or calling into one of our stores) as soon as you become aware of the defect. 


CHANGE OR CANCEL AN ORDER

If you change your mind after placing an order, you can cancel it prior to despatch. Call our Customer Service team on 0808 549 7766 , Monday to Friday 9:00am to 5.00pm (excluding public holidays). Please be ready to quote your order number, name and address details. Typically it can take up to 7 working days for refunds to be processed to the credit/debit card used to pay for the order.

If your order has already been dispatched or delivered, then we’ll need to follow our returns procedure.


RETURNS PROCEDURE


RETURNS BY POST

  • Include a copy of your dispatch note in the parcel along with the product in the original presentation box, and package up securely.
  • There are two labels inside your delivery which enable you to return the item for free if needed.
  • One label is our prepaid returns label and one is our returns address label with our delivery address for your return. 
  • Please attach both labels to the front of the box or postage will not be paid, you will be charged upon returning the item in your local post office if you do not put our prepaid label on the box.
  • Please make sure you send your parcel to PO Box 27187, Glasgow, G1 9ES.
  • Ensure that you obtain proof of postage from the Post Office in case your parcel is lost in transit. If you have to pay for your item's return we would recommend that you use Royal Mail Special Delivery to ensure proof of delivery and insurance of the goods while they are in transit.
  • Please allow 30 days of us receiving the returned goods from you to process your refund.


RETURNS TO A FRASER HART STORE

You may return or exchange an unwanted item to any of our 25 stores across the UK.

  • Place the unwanted item into the original presentation box and packaging.
  • Take it to your nearest Fraser Hart store along with your despatch note as proof of purchase.
  • Please bring the payment card that was used to place the order.

Please note that items purchased online through Interest Free Credit/Apple Pay/PayPal can be returned in-store, however, the refund will be processed by our our Customer Happiness Team.

See our full Terms & Conditions and information on Distance Selling Regulations. 


RETURNS WITH KLARNA

Please note that all Klarna orders returns must be processed by our Customer Happiness Team. Klarna orders can be returned by post or in store as per guidelines noted in the RETURNS PROCEDURE section above. If the return has been made in store, the store staff will arrange the refund with our Customer Happiness team and you will be notified once the refund has been processed.


PAY IN 3

  • All items returned must be unworn and in their original pristine condition and packaging.
  • Please note that special orders and personalised items (i.e. name chains, special order initials, Tulip Setting products and any items which have been engraved) are not eligible for a refund/exchange.
  • Refunds will only be made to the card used to purchase the item. Please note no refund or exchange will be given without a dispatch note, receipt or other proof of purchase. Our refund policy does not affect your statutory rights in respect of faulty or damaged goods. For more information on your statutory rights, visit https://www.gov.uk/accepting-returns-and-giving-refunds.
  • We reserve the right to decline an exchange or refund (refund you in full, minus any amounts due by way of compensation to either repair the goods or to cover any loss) any items where you have failed to take reasonable care of the goods, whether whilst in your possession or when returning them.
  • Under the Distance Selling Regulations, if you buy online, you are entitled to a full refund, inclusive of any delivery charge. Goods must be returned in their original condition, including immediate packaging, within the cooling off period.


PAY IN 30

  • All items returned must be unworn and in their original pristine condition and packaging.
  • Please note that special orders and personalised items (i.e. name chains, special order initials, Tulip Setting products and any items which have been engraved) are not eligible for a refund/exchange.
  • Refunds will only be made to the card used to purchase the item. Please note no refund or exchange will be given without a dispatch note, receipt or other proof of purchase. Our refund policy does not affect your statutory rights in respect of faulty or damaged goods. For more information on your statutory rights, visit https://www.gov.uk/accepting-returns-and-giving-refunds.
  • We reserve the right to decline an exchange or refund (refund you in full, minus any amounts due by way of compensation to either repair the goods or to cover any loss) any items where you have failed to take reasonable care of the goods, whether whilst in your possession or when returning them.
  • Under the Distance Selling Regulations, if you buy online, you are entitled to a full refund, inclusive of any delivery charge. Goods must be returned in their original condition, including immediate packaging, within the cooling off period.

If you need further information on returning items, please contact our Customer Service team by emailing us or calling us on 0808 549 7766, Monday to Friday 9:00am to 5.00pm (excluding public holidays).