Refund policy

Sarah Jane Palmer London – Returns & Refunds Policy

At Sarah Jane Palmer London, every piece of jewellery is made by hand using traditional processes. Each item is individual, and our returns policy reflects both consumer law and the nature of artisan jewellery.

1. General Policy

  • Returns are accepted only where an item is faulty, damaged on arrival, incorrect, or where a legal right to cancel applies.

  • We do not accept returns for change of mind on made-to-order or customised pieces.

  • Any issue must be reported within 7 days of delivery with clear photographs of the item and packaging.

2. Shipping, Delivery & Tracking

  • All items are sent via Royal Mail Special Delivery within the UK or an equivalent fully tracked and insured service for international orders.

  • Tracking details are provided at dispatch and are accessible to both the customer and our studio.

  • This ensures each piece is monitored throughout transit and confirms delivery.

3. Damaged or Faulty Items

  • If an item arrives with a genuine fault or damage, an appropriate remedy will be offered in line with consumer law.

  • Clear photographic or video evidence may be required before any return is authorised.

  • Items must be returned in the same condition in which they were received.

4. Durability and Fair Use Policy

  • Our jewellery is designed and tested to be fit for purpose under normal wear conditions where care is taken to avoid applying unnecessary pressure to these art pieces. Silver is a naturally soft precious metal and is not indestructible. Items may not withstand extreme or localised pressure. 

  • Damage resulting from excessive force - including, but not limited to, carrying heavy bags/ suitcases, pressure applied during physically demanding tasks, or accidental impact - is not considered a manufacturing fault. While these are wearable art pieces, care must be taken to avoid heavy pressure to ensure the longevity of the metal.

  • It is the customer's responsibility to ensure the size is correct. If a customer buys a ring in a size too small after being made aware that the piece is unavailable in a larger size as originally requested, they do so at their own risk. There are plenty of options on the website for many sizes and many rings can be resized to your correct size. Wearing a ring that is too small can eventually cause a failure in the metal.

5. Natural Texture and Surface Character in Fine Silver

  • Some pieces may show natural surface texture or fine surface character in the fine silver areas of the design.

  • This is a normal result of the firing and making process and is not a crack or a structural weakness.

  • Each piece contains multiple layers of solid silver that are directly fused, making it strong, stable, and suitable for everyday wear.

  • These characteristics are part of the organic nature of handmade jewellery and are not considered damage.

6. Ring Sizing and Resizing

  • It is the customer’s responsibility to ensure the correct ring size is ordered.

  • If a ring does not fit, resizing is available for a £30 fee.

  • The piece must be returned in its original condition before resizing can be carried out.

  • If a customer chooses to wear a ring that is too small, this is done at their own risk.

  • Wearing a ring that is too small can place stress on the metal and may result in damage, which is not considered a fault and may make the piece ineligible for return or refund.

7. Jewellery Care and Maintenance

  • Silver is a precious, soft metal, and must be treated with care as described in the terms. Gold vermeil naturally fades with wear and for a fee can be re applied at a later date. Some pieces with vermeil may last several years but if worn every day and in contact with lotions/ sweat/ rubbing against other jewellery, gold vermeil may come off much more quickly. Silver can crack or bend under significant pressure, force or accidental knocks. Please note that such occurrences are classified as accidental damage rather than manufacturing defects. In these instances, we are happy to provide a quote for professional repair services.

7. UK and EU Customers – Legal Rights

  • Made-to-order or customised items are exempt from the 14-day cancellation period under UK and EU distance selling regulations.

  • Pre-made, one-of-a-kind pieces are not customised, and the 14-day right to cancel may apply.

  • This does not affect your legal rights if an item is faulty or damaged on arrival.

8. Rest of the World

  • For customers outside the UK and EU, returns are not accepted for change of mind on made-to-order or customised pieces.

  • Returns for faults or damage on arrival are assessed in line with this policy.

  • Any customs charges or return shipping costs are the responsibility of the customer unless otherwise agreed.

9. How Damage Is Assessed

All jewellery is photographed and documented before leaving our studio and is packaged in secure, padded packaging designed to protect it during transit.

If you believe your item has arrived damaged, please contact sarah@sarahjanepalmerlondon.com within 7 days of delivery with:

  • Your order number

  • Clear photographs (and, where helpful, a short video) showing the issue

We will compare this information with our pre-shipping records and delivery tracking to determine whether the condition of the item differs from when it left the studio.

Under UK and EU consumer law, we reserve the right to refuse a return or refund where an item shows damage that is inconsistent with its condition at dispatch or where damage has occurred after delivery.

10. Return Shipping

Return shipping costs are not covered unless a return has been authorised following assessment.

Unauthorised returns may be refused. If, upon inspection, an item is found to show damage inconsistent with its condition at dispatch, the return may be declined and shipping costs will not be reimbursed.

11. Care and Responsibility

Jewellery should be handled and worn with care. Damage occurring after delivery, including damage caused by incorrect sizing, wear, or handling, may make an item ineligible for refund or replacement.