Returns, refunds and cancellation

The short version

• Before dispatch — email us and we will cancel the order and refund it in full.
• After delivery — you have 14 days from the day you receive the goods to tell us you have changed your mind, no reason needed, and a further 14 days to send them back.
• Exceptions — pieces made to your own stone selection, and items sealed for hygiene where the seal has been broken. Both are flagged on the product page and again at checkout with a separate tick-box.
• Faulty or misdescribed — a separate and longer-running right under the Consumer Rights Act 2015. We pay return postage in that case.
• Refunds — paid within 14 days of the goods reaching us, to the same method you paid with.

Cancelling before dispatch

Orders are usually dispatched within two working days. If you want to cancel before then, email support@ishtarjewellery.shop with your order reference, or call +44 7196509962 during monday to friday, 09:00–17:30 uk time. If the parcel has not left us we will cancel it and refund the full amount, including any delivery charge, within three working days. If it has already gone, the 14 day right below applies instead.

Your 14 day right to change your mind

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 you may cancel a distance contract within 14 days without giving any reason.

The dates that matter

• The cancellation period ends 14 days after the day on which you, or a carrier you named, take physical possession of the goods. Where an order is delivered in separate parcels, it runs from the last one.
• Once you have told us, you must send the goods back within 14 days of telling us.
• We refund within 14 days of receiving the goods back, or of you showing evidence that you sent them, whichever is earlier.

How to tell us

Any clear statement is enough — an email, a letter or a phone call. You may use the model withdrawal form at the bottom of this page, but you do not have to. Send it to support@ishtarjewellery.shop or by post to 346 Kilburn Lane, London, W9 3EF, United Kingdom. Please include your order reference so we can find the order quickly.

Condition of the goods

You may handle the goods as you would in a shop — try a ring for size, look at a stone under a lamp. You may not wear a piece out, resize it, or remove tags and seals beyond what is needed to inspect it. If the value of the goods is reduced by handling beyond that, we may deduct the reduction from your refund, and we will tell you the amount and the reason before we do.

Return postage

You pay the cost of returning the goods when you have simply changed your mind. We recommend a tracked and insured service, because the goods remain your responsibility until they reach us. Return postage on jewellery of this value is typically £6.95 to £12 within the UK. We do not charge a restocking fee.

Exceptions to the 14 day right

The Regulations list circumstances in which the right to change your mind does not apply. Two of them arise in this shop, and both are shown on the product page and require a separate tick at checkout so they cannot be agreed to unseen.

Pieces made to your own stone selection — Regulation 28(1)(b)

The Family Birthstone Pendant is assembled to the three months you choose. Because it is made to your specification, the 14 day right does not apply to it. This is stated on the product page, requires a tick before it can be added to the basket, and requires a second, separate tick at checkout.

Items sealed for hygiene — Regulation 28(1)(e)

Earrings that pass through a piercing are supplied in a hygiene seal. Once that seal is opened they cannot be returned. Unopened, the ordinary 14 day right applies in full. The same applies to the solution in the Gem-Safe Care Set: sealed, it can be returned; opened, it cannot.

Neither exception affects your rights if the goods are faulty, misdescribed or not what you ordered. Those rights are set out below and are not capable of being excluded.

Natural variation is not a fault

Colour, tone and inclusion pattern differ between individual natural stones, and on cabochons, slices and uncut pieces so do outline and exact size. Photographs marked representative on the product page show a stone of the same specification, not the one you will receive. That variation is a property of natural material and is not a defect — but it is, of course, a perfectly good reason to change your mind within the 14 days, and we will refund you without argument if it is not what you hoped for.

If something is faulty or not as described

Under the Consumer Rights Act 2015 goods must be of satisfactory quality, fit for purpose and as described.

• Within 30 days of delivery you have the short-term right to reject and get a full refund.
• Within six months you can ask for a repair or replacement; if that fails, a refund. A fault appearing in this period is presumed to have been present at delivery unless we can show otherwise.
• Up to six years from delivery in England and Wales you may still have a claim, though after six months the burden of showing the fault was present at delivery shifts to you.

This includes a gem declaration being wrong. If a treatment, origin, carat, hardness or hallmark statement on a piece you bought turns out to be inaccurate, that is a misdescription and the remedies above apply. We pay return postage on anything faulty or misdescribed — send us the receipt and we will reimburse it.

What is not a fault: normal wear consistent with the wear grade stated on the piece; damage caused by ultrasonic or steam cleaning where the product page told you not to use them; scratches on a stone below Mohs 7 that has been worn daily against the advice given; and natural variation as described above.

How refunds are paid

• Refunds go back to the same method used for the original payment. We cannot refund to a different card or account.
• We refund within 14 days of receiving the goods back, and usually within three working days of them arriving. How quickly it then shows on your statement is a matter for your bank — typically three to five working days.
• Where you cancel a whole order under the 14 day right, we refund the standard delivery charge you paid as well as the goods. If you chose a more expensive delivery option, we refund the standard rate rather than the premium.
• Where you return part of an order and the remainder still falls below the free delivery threshold of £120, we may deduct the standard delivery charge that would have applied to the goods you kept.
• No fee is charged for making a return, and no part of a refund is withheld as an administration charge.

Payment disputes and chargebacks

If you do not recognise a charge, or you believe something has gone wrong with a payment, please contact us first at support@ishtarjewellery.shop with the order reference and the amount. We will investigate and reply within two working days, and where a refund is due we will make it without requiring you to go through your bank.

Raising a dispute directly with your card issuer is your right and we will not obstruct it. Where we receive a dispute we respond with the order record, the delivery confirmation and the consents recorded at checkout. If you are unhappy with how we have handled a complaint, the complaints procedure explains what happens next, including alternative dispute resolution.

Model withdrawal form

You do not have to use this form — any clear statement will do. Complete and return it only if you wish to withdraw from the contract.

Where to send returns

Please contact us before sending anything back so we can give you a returns reference and make sure the parcel is expected. Returns go to 346 Kilburn Lane, London, W9 3EF, United Kingdom. Use a tracked and insured service and keep proof of postage.