Introduction

This page explains what you can return, the timescales involved and what happens with personalised items. If something is wrong with your order, contact me using the details below.

Contact Information

• Phone: 02392 732850 (Emergencies: 07305257914)
• Address: Unit 5, Challenge Enterprise Centre, Sharps Close, Portsmouth, PO3 5RJ
• Email: hello@featherlings.co.uk

30-Day Satisfaction Guarantee (UK Customers Only)

We offer UK customers a 30-day satisfaction guarantee. If you’re unhappy with your item within 30 days of receiving it, please contact me to discuss an alteration or alternative product. Personalised materials such as ashes, breast milk and dried flowers cannot always be transferred, so additional materials may be required for substantial alterations. Return postage under the satisfaction guarantee is the customer’s responsibility.

This is separate from the 365-day workmanship warranty explained below. Neither policy affects your statutory rights.

Cancellation and Refunds

For non personalised products, you have the right to cancel your order within 14 days of receiving it, with another 14 days to return the item to us. Refunds will be processed within 14 days of receiving the returned item. The time for the refund to appear in your account depends on your original payment source.

Cancellation Fee

For personalised orders that have already been initiated, a 5% cancellation fee will apply, with a minimum of £5 and a maximum of £20.

International Customers

For customers outside the UK, please note that our 30-Day Satisfaction Guarantee does not apply due to shipping costs and time constraints.

365-Day Workmanship Warranty

Every Featherlings item is covered by a 365-day warranty from the date it is delivered. This covers manufacturing and workmanship faults that were present when the item was supplied.

If you experience a problem, please contact me with your order details and clear photographs. I may ask for the item to be returned so that I can inspect it properly. If the issue is covered by the warranty, I will repair or replace the item without charge.

The warranty does not cover accidental damage, normal wear and tear, misuse, loss, unauthorised alterations or damage caused by catching, pulling, impact or pressure. Jewellery components that have been bent, stretched or pulled open are not considered manufacturing faults unless there is evidence showing an underlying defect was present when supplied.

After the first six months, I may ask for evidence that the problem resulted from an original manufacturing or workmanship fault. A problem occurring within the warranty period does not automatically mean the item was faulty when supplied.

If an item or component has been lost, I will consider any photographs and remaining parts available. However, loss alone does not establish that a manufacturing fault occurred.

Help After 365 Days

The end of the warranty does not mean the end of my support. If something happens to your jewellery after 365 days, please still contact me. Wherever reasonably possible, I will inspect it and offer an appropriate repair, replacement or alternative. Charges and postage may apply depending on the item, its age and what has happened.

Any assistance offered outside the warranty is considered individually as a gesture of goodwill and does not mean that the original item was faulty.

Exchanges After 30 Days

After the initial 30-day period, we offer exchanges on non-personalised items at no additional cost. Personalised items are not eligible for exchange.

Condition of Returned Items

Items returned for a refund must be in pristine condition. For the 30-Day Satisfaction Guarantee, items should not show signs of wear or damage.

Proof of Purchase

Your email address or details used to place the order will suffice for proof of purchase.

Permanent Jewellery Range

Our permanent jewellery range is covered by the 30-Day Satisfaction Guarantee. After 30 days, a rewelding fee of £15 applies. We cannot cover items that break and go missing.

Policy Updates

This policy may be updated at any time. Please check back regularly for updates.

FAQs

Q: What counts as proof of purchase?
A: Your email address or details used to place the order will suffice.

Q: What if I have a dispute?
A: Contact me directly and I'll look into the problem with you.

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If anything on this page is unclear, email me at hello@featherlings.co.uk.