I gladly accept returns and exchanges. Please contact me if you have any problems with your order.
> Contact me within: 14 days of delivery
> Dispatch items back within: 30 days of delivery
> Return condition: items to be sent back in their original condition
> Return postage: the customer is responsible for any return shipping costs
> Exchanges: sent out when the original item is received
> Refunds for returns: refunds including the original standard postage will be issued upon receipt of returned items
> Shipping upgrades: if you have chosen a shipping upgrade you will only be refunded for the standard shipping cost with the refund of your ordered items

I accept returns and exchanges on all products except for:
> Digital downloads

For international returns from outside the UK:
> Mark the package clearly with: RETURNED GOODS
> Complete a customs form: provide an accurate description of the goods, and clearly mark as returned merchandise.
> If the package is not marked correctly: any import fees I have to pay will be deducted from the amount you originally paid, and therefore a partial refund will only be provided in that instance

For international exchanges from outside the UK:
> Please follow the international returns information above
> A delivery fee will be charged before shipping out your exchanged item

For items that are returned by the postal service for incorrect address information or are uncollected then the following two options will be offered once the item has been received back:
> Resend the order - a redelivery fee will be charged
> Refund the order - only the item price will be refunded

Delete or add information where applicable:

Seller: Victoria Tickner
Address: 153 Beardsley Drive, Chelmsford, Essex, CM1 6GJ, UK
Email: victoria [!at] purplewyvernjewels.com

I/We hereby give notice that I/we cancel my/our contract of sale for the following goods.

Name or description of goods:
Ordered on (date):
Received on (date):
Order number (from receipt):
Reason for return:
Customer's name:
Customer's address:
Customer's signature:
Date:

> Digital products: https://help.etsy.com/hc/en-gb/articles/115013328108?segment=shopping

> Physical products: estimated delivery times are shown in each product description
> Placed an order: please check your order confirmation email for details

Typical delivery timescales once an order is dispatched:
> UK deliveries: standard shipping via Royal Mail, normally within 3 business days to 1 week
> International deliveries: standard shipping via tracked Airmail, normal delivery within 1 -4 weeks, up to 6 weeks if there are delays

Agreed Time for Delivery of Goods per regulation 42 of The Consumer Contracts Regulations 2013:
> 4 weeks from order date for delivery to UK addresses
> 8 weeks from order date for delivery to non-UK addresses

UK deliveries:
> Items are not classified as lost until 2 weeks have passed since the dispatch of the package.
> If your order is lost, you will be given the option of the order being resent (subject to stock availability) or a full refund.

International deliveries:
> Items are not classified as lost until 6 weeks have passed since the dispatch of the package.
> If your order has taken longer than 6 weeks, please contact me to notify me of your issue. The matter is then investigated and you will be contacted to inform you of any next steps. This might include waiting a little longer if there are postal delays and/or customs delays to your country.
> If your order is lost, you will receive a full refund.

For damaged orders:
> Send me photos of any damaged items (please include close-ups if necessary)
> Send me photos of the original packaging
> You will be given the option of the order being resent (subject to stock availability) or a full refund

For incorrect orders:
> Send me photos of the items that you received in your order
> The incorrect items are then replaced

> Send me photos of the faulty item(s)
> Faulty goods may be replaced, repaired, fully or partially refunded
> Contact me before making any faulty goods returns. I will agree on a suitable course of action. This may include return of goods at my cost or alternative action that does not require return of goods. Postage costs will not be refunded for unauthorised returns.

Purple Wyvern Jewels excludes responsibility for any damage caused by wear and tear, excessive stretching, cutting, abrasion, incorrect care, heat, prolonged exposure to sunlight, exposure to water, chemicals, staining, unauthorised repair, heavy wear, rough handling or other inappropriate actions.

For jewellery care information: https://bit.ly/pwj-jewellery-care

Complaints & Dispute Resolution:
> All sales are subject to English law, with disputes subject to resolution in English courts
> For order disputes: financial resolution is also available through Etsy or card providers depending on the payment method used

Customer Rights & Contracts:
> These policies do not affect the customer's legal rights
> A contract is not in place until payment has been made, and I am under a legal duty to supply goods that are in conformity with the contract. Purchase of goods is subject to availability. I reserve the right to decline an order.

Due to insurance reasons, I can not accept personal callers.

E&OE
Last updated: October 2023

> Some items are packaged in an organza gift bag and others are packaged in a cardboard gift box (see product photos)
> As items are already packaged in a way suitable for gifting, extra wrapping is unnecessary and better for the environment, therefore, I do not offer a specific gift wrapping service
> For sterling silver items, if giving as a gift, please keep the jewellery item inside the plastic resealable bag it arrives in until you are ready to gift the item. The gift box isn't airtight and therefore keeping it in the plastic bag will keep the sterling silver from tarnishing.
> Marked As Gift: a receipt without prices will be included, a custom form for international orders will be on the package with the value of the order