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1. Returns & Refunds Policy (Online Purchases Only):

We want you to love your purchase. If for any reason you change your mind, please read our returns policy carefully.

Right To Cancel:

You have the right to cancel your online purchase within 14 days of receiving your order. The cancellation period expires 14 days after you receive your order. Once you request a cancellation, item(s) must be returned within 14 days of your request. Shipping costs on orders are non-refundable.

How To Cancel:

To request cancellation: either Submit Your Request, or contact us via email (enquiries@lewinsjewellers.com). Once we have received and confirmed your return request, we will arrange to have the full returns process sent to you, via email. You will then be able to follow our 3-step returns process, to return your item(s).

The customer is responsible for covering the cost of return postage. Return Postage costs are non-refundable. There are two options to return an order:

→ Post: if you choose this option you are responsible for the costs of postage and insurance.

→ In-Store: if you choose this option, it is free.

2. Returning Items:

We reserve the right to refuse returns, or apply a deduction from any refund where goods and accompanying items show signs of wear, damage, alteration, or are returned incomplete. Items must be returned:

→ In their original, unused, and unworn condition.

→ With all security tags and stock labels intact and attached.

→ In the original presentation box and sealed in the original packaging.

→ With all accompanying items, including: care cards, certificates, jewellery reports, accessories, manuals, and free gifts.

3. Faulty or Damaged Items:

If an item arrives faulty or damaged, customers are required to inform us by email (enquiries@lewinsjewellers.com), as soon as reasonably possible, within 3 working days of delivery. To allow us to resolve the issue promptly. Notifications should include the order number, item SKU, a description of the issue, and supporting photographs. We will get back to you within 1 working day, to help resolve the issue you have experienced.

This does not affect your statutory rights under the Consumer Rights Act 2015.

4. Non-Returnable Items:

In accordance with the Consumer Contracts Regulations 2013, the right to cancel does not apply to:

→ Items that shows signs of wear or damage.

→ Earrings, pierced body jewellery, and cleaning products where hygiene or tamper-proof seals have been opened or damaged.

→ Goods that have been altered, personalised, engraved and made to the customer’s specifications.

→ Customised Orders: Items altered to accommodate a customer’s individual request, for example: ring re-sizing and engraving.

→ Made-To-Order: Designs sourced and crafted directly in our workshop or from our supplier, tailored to specific materials, gemstones, settings, and sizes.

→ Bespoke Orders: Pieces designed in collaboration with the customer.

→ Gift cards and items purchased using gift cards.

5. Lewins Security Tags & Stock Labels

A tag or label has been attached to products, as a sign of quality and trust. This is confirmation that the item has passed our inspection, it is in perfect condition and is proof, that the item is unworn. You may inspect items purchased with these tags or labels on.

Removal or tampering with security tags or stock labels is considered handling beyond normal inspection, will be taken as evidence of a products use by you, and will make items ineligible for return.

6. How To Return:

Step 1 – Request a Return:

→ Log in to your account and request a return, or

→ Click the link to: Submit Your Request.

→ After we have received and approved your request, we will send you the Returns Process via email.

Step 2 – Package Your Return:

→ Print off and include the completed Returns Form.

→ Pack securely using the original packaging.

→ Ensure all items and accessories are included (see list above “Returning Items”).

→ Failure to comply, will result in refusal of your return.

Step 3 – Choose Your Return Method:

→ By Post:

→ Return Address: Joseph Lewin Ltd, Returns Department, 190 High Street, Sutton, Surrey SM1 1NR.

→ Print Label and attach to the outside of your parcel.

→ It is your responsibility to ensure goods arrive back with us safely with the correct postal insurance applied. We are not liable for the loss in return transit. Please ensure the parcel is secure and sealed. We recommend returning via Royal Mail using their Special Guaranteed Next Day Delivery Service, as it is safe, reliable and can be tracked during transit. If your goods are lost in transit, it is your responsibility to make any necessary claims.

→ In-Store Drop-Off:

→ Print Label, fill in & attach to the outside of your parcel.

→ Parcels can be dropped off at our Store.

→ You will receive a receipt upon drop-off. Refunds are processed by head office, not in-store.

→ This is a service point drop-off only. Refunds are not able to be processed in-store for online orders. We will happily take a receipt of your items and arrange for them to be securely sent free of charge to our Head-Office for processing.

7. Refunds:

Once items have been been received they will undergo a quality review, where they will be checked and assessed. Once cleared, refunds will be issued to the original payment method used for the purchase (excluding original shipping costs).

We will endeavour to process returns as soon as possible. In accordance with the Consumer Contracts Regulations, refunds will be made within 14 days of receiving the returned goods. You will receive an email notification of the status of your refund once processed.

Refunds can take 10 days to show up on your card or bank balance. This is not due to a delay on our part, but down to your bank/payment provider, as processing times vary, and are outside of our control. Some credit cards or banks simply take longer to process refunds.

8. Statutory Rights

This does not affect your statutory rights.

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1. Returns Policy (In-Store Purchases Only):

This policy applies only to items purchased in store.

We hope you will love your purchase. If you change your mind, you have 14 days from the date of purchase to return your item(s), subject to the conditions below.

2. Exchanges & Credit Notes:

We are happy to offer an:

→ Exchange, or

→ A credit note valid for 12 months from the date of issue.

Please note:

→ We do not offer refunds on in-store purchases.

→ Credit notes are non-refundable and cannot be exchanged for cash.

3. Return Conditions:

To be eligible for a return, all items must be:

→ Returned within 14 days of purchase.

→ Accompanied by the original receipt.

→ In original, unused condition.

→ With all applicable tags and labels attached.

→ Returned in the original presentation box and packaging.

→ Free from wear, damage, alteration, or signs of use.

All returns are subject to inspection. Please take care of your item(s) while in your possession. We reserve the right to:

→ Refuse returns showing signs of wear or damage, or

→ Deduct any loss in value or refurbishment costs from the value of the credit note issued.

Where applicable, returns must also include all accompanying items, including:

→ Jewellery care cards.

→ Certificates, valuations, or jewellery reports.

→ Accessories, manuals, or documentation.

→ All items must be returned complete and undamaged.

→ If any included items are missing, we may refuse the return.

4. Items Excluded from Returns:

We do not accept returns for:

→ Items showing signs of wear, damage, or use.

→ Earrings or pierced body jewellery, in accordance with hygiene regulations.

→ Items that have been altered, personalised, engraved, and made to customer’s specifications.

→ Customised Orders - Items altered to accommodate a customer’s individual request, for example: ring re-sizing and engraving.

→ Made-To-Order - Designs sourced and crafted directly in our workshop or from our supplier, tailored to specific materials, gemstones, settings, and sizes.

→ Bespoke Orders - Pieces designed in collaboration with the customer.

→ Gift cards and items purchased using gift cards.

5. Statutory Rights:

This does not affect your statutory rights.

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Shop with confidence at Lewins this Christmas, with our extended returns policy.

Valid over the festive period, eligible* orders placed from 1st December to 19th December 2025 (included), will have until the 6th January 2026 to return purchases bought during this time.

From 20th December 2025, the normal returns period applies.

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RETURNS PERIOD:

We hope that you will love your purchase.

If for any reason you should change your mind, a refund* on online purchases must be requested within 14 days of receiving delivery. After 14 days, a refund cannot be requested. You then have 14 days from the date of request, to return the item back to us. We regret that postage charges for orders under £100, are non-refundable.

In the unlikely event that an item arrives faulty/damaged, we require you to inform us by email (enquiries@lewinsjewellers.com) within 3 working days of receiving delivery. Please include your: order number, the item’s SKU number, describe the problem and attach photos. We will get back to you within 1 working day, to help resolve the issue you have experienced.

YOUR RETURN MUST INCLUDE:

Print off, fill in and include in your package the Returns Form.

If you wish to return an item, it must be in its: original condition and unused, security tags and labelling (stock labels) attached, in its presentation box and sealed in the original packaging. Please ensure you take good care of your item/s whilst in your care. In such cases we may either: refuse goods which have been damaged or deduct the amount of any loss or any cost of refurbishment, from the amount reimbursed to you.

Your return must also include, where applicable: jewellery care cards, certificates/jewellery reports, any accessories, manuals or other documentation and all un-damaged. If these articles were included in your order but have not been returned, we may refuse your return request.

*EXCLUSIONS - WE DO NOT ACCEPT RETURNS OF THE FOLLOWING:

- Items that have shows signs of wear or damage.

- In compliance with hygiene regulations, Earrings, Pierced Body Jewellery or Cleaning Products cannot be returned, if the tamper proof packaging has been opened, removed or shows signs of damage.

- If the Lewins Security Tag Seal or stock label has been removed from products. This will be taken as evidence of a product’s use, by you and returns will not be accepted.

- Products that have been personalised, altered or engraved.

Orders that include our Bespoke Service:

- Custom Orders: where items have been altered due to a customers request.

- Made to Order: where items are directly ordered from the supplier.

- Bespoke Orders: items designed by the customer.

- Ring - Re-Sizing Orders: this includes rings, that have been altered to fit.

- Ring - Size Made to Order: this includes rings, that have been specially made to a specific size.

THE LEWINS SECURITY TAG & STOCK LABELS:

A Lewins Security Tag has been attached to products, as a sign of quality and trust. This tag is confirmation that the item has passed our inspection, it is in perfect condition and is proof, that the item is unworn. If the security tag/stock labels have been removed, the item cannot be returned. The removal of these, will be taken as evidence of a product’s use, by you; the product cannot be returned in these circumstances.

This does not affect your Statutory Rights.

OPTIONS FOR RETURNS:

We do not provide free returns via post. There are two options to return an order:

- Via Post - if you choose this option you are responsible for the costs of postage and insurance.

- Via The Drop Off Service Point In-Store - if you choose this option, it is free.

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PLEASE FOLLOW OUR EASY 3-STEP RETURNS PROCESS:
STEP 1 - REQUEST A RETURN
Option 1: Log on to your account, find your order and request a return. Or Option 2: Click the Returns link and follow the instructions.\t\t
STEP 2 - PACKAGE YOUR RETURN
Print off, fill in and include in the package the Returns Form. Pack the item securely using the packaging it arrived in.\t\t\t Read above to make sure what Your Return Must Include. Failure to comply, will result in refusal of your return. \t\t
STEP 3 - CHOOSE YOUR RETURN OPTION
POST	DROP OFF SERVICE POINT IN-STORE
IF YOU CHOOSE THIS OPTION YOU ARE RESPONSIBLE FOR THE COST OF POSTAGE AND INSURANCE (Print the label & attach to the outside of your Parcel) RETURNS MUST BE SENT TO: Joseph Lewin Ltd, Returns Department, 190 High Street, Sutton, Surrey SM1 1NR It is your responsibility to ensure goods arrive back with us safely with the correct postal insurance applied. Please ensure the parcel is secure and sealed. We recommend returning via Royal Mail using their Special Guaranteed Next Day Delivery Service, as it is safe, reliable and can be tracked during transit. If your goods are lost in transit, it is your responsibility to make any necessary claims.	IF YOU CHOOSE THIS OPTION THIS SERVICE IS FREE (Print off, fill in the label & attach to the outside of your Parcel) THE DROP OFF SERVICE POINT IN-STORE: Parcels can be dropped off at our Sutton Store: Lewins Jewellers, Returns Drop Off, 190 High Street, Sutton, Surrey, SM1 1NR Tuesday - Saturday, 9:30 am - 5:00 pm. This is a service point drop-off only. Refunds are not able to be processed in-store for online orders. We will happily take a receipt of your items and arrange for them to be securely sent free of charge to our Head-Office for processing. You will receive a receipt, upon dropping off your parcel
PROCESSING TIME Once we have received your return, it will take up to 72 hours to process your refund, via your original payment method. A confirmation will be sent via email. Please keep in mind that whilst your orders are retuned to the above address (our store), refunds are not processed at the store. The store will forward your return to our head-office, where the returned items will be checked and assessed, before your refund is processed. Please ensure you take good care of your item/s whilst in your care, we may refuse goods which have been damaged. REFUND TIME: Refunds will be provided against the original payment method or credit/debit card used to complete the purchase. Refunds can take 10 days to show up on your card, bank or PayPal balance. This is not due to a delay on our part, but down to your bank/card company. Some credit cards or banks simply take longer to process refunds.

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RETURNS PERIOD:

We hope that you will love your purchase. You have 14 days from the day you made your purchased to change your mind. We will happily provide an exchange*, otherwise a credit note for 12 months will be issued, instead. We do not refund on items purchased, in person at our Sutton store.

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YOUR RETURN MUST INCLUDE:

Your receipt must be presented when returning good in-store.

If you wish to return an item, it must be in its: original condition and unused, security tags and labelling (QR stock labels) attached, in its presentation box and sealed in the original packaging. Please ensure you take good care of your item/s whilst in your care. In such cases we may either: refuse goods which have been damaged or deduct the amount of any loss or any cost of refurbishment, from the amount reimbursed to you.

\n\n

*EXCLUSIONS - WE DO NOT ACCEPT RETURNS OF THE FOLLOWING:

\n\n

Items that shows signs of wear or damage.
In compliance with hygiene regulations, Earrings or Pierced Body Jewellery cannot be returned.
If the Lewins Security Tag or QR stock label has been removed from products. This will be taken as evidence of a product’s use, by you and returns will not be accepted.
Products that have been personalised, altered or engraved.
Orders that include our Bespoke Service:

Custom Orders: where items have been altered due to a customers request.
Made to Order: where items are directly ordered from the supplier.
Bespoke Orders: items designed by customers.
Ring - Re-Sizing Orders: this includes rings, that have been altered to fit.
Ring - Size Made to Order: this includes rings, that have been specially made to a specific size.

\n\n

This does not affect your Statutory Rights.

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