Returns & Exchanges

• Cooling off period
• How to return an item
• Cancelling an order before despatch
• Faulty items
• Returning a gift

Cooling off period

When you order from us online, you are entitled to a cooling off period when you can return your goods without any penalty. Our cooling off period is 30 days, which includes any statutory cooling off period.

This period starts the day the contract is agreed (i.e. you receive an email from us saying we have despatched your order) and ends 30 days after the day following delivery of the goods.

Certain items are excluded from the cooling off period guarantee, unless we are at fault. These are personalised or engraved items.

How to return an item

There are two easy ways to return your items.

1)  Return to any UK* store for immediate refund

This is the quickest way to return items. You can also exchange any unwanted items at your local H.Samuel store. Find your nearest store with our store locator.

What you need to do:

• Place the items in their original presentation boxes. Please note that pierced jewellery must be returned in its original sealed packaging.
• Take the items and despatch note you received with your order to your nearest H.Samuel store.
• If they are in their original condition we will process the refund or exchange for you.
• If you want a refund, make sure you bring the credit/debit card that you used to place the order online.
• If the items were a gift to you then you will reimbursed with gift cards.

2)  Return by post

You can return items to us free of charge - the card you used to pay will be refunded within 28 days.

What you need to do:

• Contact the call centre on 0845 609 2000.
• We will send you a letter with pre-paid labels to attach to your parcel so postage will be free.
• Place the items into their original presentation boxes and make sure the parcel is sealed securely. You should also place a copy of the despatch note you received with your order into the parcel. Please note that pierced jewellery must be returned in its original sealed packaging.
• For refunds: once we have assessed the items, the money will be put back on to the credit/debit card that was used to place the order online.
• If the items were a gift to you, the easiest way to get a refund is to take them to your nearest H.Samuel store where you will be reimbursed with Gift Cards.
• For exchanges: you will need to go to your nearest H.Samuel store (see section above for more details). We cannot process exchanges by post.

This returns policy does not affect your statutory rights.

* Unfortunately, online orders cannot be returned to stores in the Channel Islands or Eire.

Cancelling an order before despatch

If you change your mind after placing an order, you can cancel it at any time before we despatch it. Please see the Contact us page for our telephone number. You will need to give us your name and address details, as well as your order number to cancel your order.

If you cancel part of an order the postage and packaging charge is recalculated on the price of the goods you keep. For example, if your order is for £60 worth of goods and you then cancel a £15 item, your order total will drop below £49, and you will no longer qualify for FREE Standard delivery.

Faulty Items

The procedures, set out here, to cancel an order or return an item do not affect your right to reject faulty goods. Further information can be found at www.consumerdirect.gov.uk. If you do receive a faulty item, please follow one of the procedures outlined above.

Returning a gift

Cash refunds for gifts can only be made to the payment card used to purchase the goods. So if you buy a gift online, the recipient will not be able to get a cash refund if they want to return the goods. If a recipient does want to return gifts, we will exchange them for Gift Cards of the value of the gift at any H.Samuel store within the cooling off period.