Returns & Refunds Policy

RETURNS

We hope that you will love your product but if you feel it's not quite right and it is something that you would like to return we will be happy to exchange or refund the unused item (please see the few exclusions below which cannot be returned). We inspect all items thoroughly before we send them out and we encourage our customers to do the same when they receive them.

You must let us know if there is an issue with your item within 14 days of receiving it. 

Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately, we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition in which you received it with all the tags intact. It must also be in the original packaging.

You will be responsible for paying your own shipping costs for returning your item, unless there was a fault with the item or there was an error on our part on sending the item. 

Extra, upgraded shipping costs in the original shipping are non-refundable. If you receive a refund we will deduct the cost of any extra Express/Special Delivery over and above standard delivery costs from your refund, unless the item was faulty.

Return Shipping 
To return your product, you should mail your product to: Carathea & Jools, 14a The Avenue, High Street, Bridgwater, Somerset, TA6 3BW, United Kingdom.

Please read below before you send your package.

IMPORTANT:
Our Secure Shipping Policy

To ensure the safety of your items, we kindly ask that you always use fresh, new packaging when returning items to us. Please do not re-use or re-seal old envelopes or boxes.

Why we do this: Recently, we have experienced instances of "transit theft" where parcels were tampered with and emptied before arrival. Because signing for a parcel confirms it was received in good condition, Royal Mail may refuse insurance claims once a package is accepted.

Our Policy on Tampered Parcels: For your protection, our staff are now instructed to refuse any delivery that shows signs of being opened and re-sealed, or appears damaged in a way that suggests tampering. In these cases, the parcel will be "Returned to Sender" unopened. This ensures that your postal insurance remains valid and allows you to file a claim with the carrier.

We appreciate your cooperation in helping us keep your jewelry safe.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over £75, you should consider using you should consider using a trackable shipping service or purchasing shipping insurance. 

We cannot guarantee the safe receipt of your return so please consider using a trackable shipping service or insurance. We will not be able to offer a refund or exchange items returned to us which don't reach us.  

NB: Several types of goods are exempt from being returned, including those forPierced jewellery such as pierced earrings, body jewellery, etc cannot be returned due toreasons of hygiene. 

Additional non-returnable items:

• Gift Cards
• Special Orders
• Personalised items such as engravings 
• Items that have been altered in any way for you
• Items that have been especially ordered in for you which we don't normally stock

To complete your return, we require a receipt or proof of purchase.

Please do not send your purchase back to the manufacturer.

Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you we have received your returned item. We will also notify you of the approval or rejection of your refund.
If approved, your refund will be processed and a credit will be applied a credit will automatically be applied to your credit card or original method of payment. 

We do our best to process all returns within 24-48 hours of receiving the item, but please be patient if it takes longer - we are a small family business and it may be that we are exceptionally busy. 

Late or missing refunds (if applicable)
Refunds may take a few days to go through the banking process, which we have no control over.  If you haven’t received a refund after a few days, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next, contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at enquiries@carathea.co.uk

Gifts
If an item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is receivedis received, a gift certificate will be maileda gift certificate will be mailed to you.

If the item wasn't maked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and she/he will find out about your return.

WATCH & JEWELLERY REPAIR FORM

If you would like to return a watch or jewellery item to us for a repair or to claim for a for a repair under the items guarantee, please fill out this form first.