We hope you love your new ZELIA HORSLEY JEWELLERY LONDON item(s) of jewellery. Whilst we want you to be completely satisfied with your purchase, if you are not, we will happily offer you a full refund in compliance with our policy.

Unsuitable items may be refunded within 7 days of our dispatch date for UK purchases, this is extended to 14 days for European and International purchases.

Within 48 hours of receiving an item, you must obtain a return authorisation reference number by emailing us at info@zeliahorsley.com. Please write your return authorisation reference number on your original receipt. Any items that are not accompanied by the returns number will not be accepted. Any returns received after the 7 days (or 14 days where applicable) are accepted at the sole discretion of ZELIA HORSLEY JEWELLERY LONDON.

Please note that the postal costs for returned goods are the customer’s responsibility. Until we receive your returned goods, the items and their condition are the customer’s responsibility. We will not be responsible for any returned goods lost or damaged in transit; we would advise you to return items using a secure and trackable method – i.e. trusted courier or registered post (retaining your proof of postage).

It is essential to note that, in order to receive a refund, the item(s) must be unworn and in perfect condition, with all labels attached and in its original packaging. ZELIA HORSLEY JEWELLERY LONDON has the right to deny any item if it does not meet the return policy requirements. In such cases, we will return the item(s) to the purchaser.

Please be aware due to the handmade nature of our jewellery, items may vary slightly from the items shown in the photographs. We have tried all effort to show and describe as accurately as possible the colours of our jewellery; however as computer screens vary, we cannot guarantee the full accuracy of any colour.

Any refunds will be re-credited to the original purchaser’s PayPal account, credit/debit card for the sum paid less any taxes, and or duties. Please note that the postal costs for returned goods are the customer’s responsibility and will only be reimbursed if the goods are damaged, faulty or incorrectly supplied.

International returns

For international returns, please note clearly on any export documentation and on the address label that the goods enclosed are returned goods. This will ensure we are not charged any further duty or taxes on receiving the goods back into the UK. If this procedure is not followed, this cost may be passed on to the customer at the company’s discretion.

Faulty items

As part of our customer service policy, ZELIA HORSLEY JEWELLERY LONDON checks each item rigorously before it is sent out, and follow a very strict and methodical quality assurance procedure which is fully documented.

Please check your items once they have arrived. Should you receive a faulty or damaged item do not remove any labels, do not try it on. Please email us at info@zeliahorsley.com stating your order number and the nature of the fault within 48hour,  and where possible, please accompany with photos highlighting the damage.

For faulty items that have been worn, or purchases returned outside our Returns Policy, please email us at info@zeliahorsley.com for further assistance. These may be accepted at the discretion of ZELIA HORSLEY JEWELLERY LONDON. The customer’s statutory rights are unaffected.