If you are looking to return your order we are here to help! Unfortunately, we are unable to offer credit notes or refunds on items bought. However, we do offer exchanges within 14 days of receiving your order, or 30 days if your order contained a gift. Exchanged items need to be to the same value as the original order/product bought. 

 

To return your order please email info@kaloujewellery.co.uk with your order number and item/s you wish to exchange. Please also specify which product you would like to exchange with. Exchanged items need to be returned in original packaging, undamaged and in the same condition as sent. We ask you return this to us in the original packaging, in a cushioned envelope - feel free to use the one we originally sent with the order. Items sent back worn, broken, damaged or defected in anyway will not be subject to an exchange. Items lost in transit are also at the risk of the customers. When returning, it is recommended that customers send back as 'signed for', which provides more security for both parties. Once we have received your order we will ship your new order. Alternatively, please pop into our store with your receipt to exchange your items within either 14 days or 30 should it be a gift.

We are unable to accept exchanges on custom orders, unless the products are defective or damaged upon arrival. Please email info@kaloujewellery.co.uk with your order number and a photo of what is wrong with the product. We will then be able to asses and get back to you. In instances were the product is faulty/damaged, we ask you return this to us in the original packaging, in a cushioned envelope - feel free to use the one we originally sent with the order. We recommend that customers send back as 'signed for', which provides more security for both parties. Should the parcel not be delivered or lost in transit, the responsibility lies with the customer and Kalou Jewellery will not be held accountable. Once we have received your order we will ship your new order. 

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If your order if damaged, defective or the wrong order upon arrival, please email info@kaloujewellery.co.uk with your order number, an explanation and in instances where the product is damaged, please send a photo of the item in question. We will then be able to asses and get back to you. In instances were the product is faulty/damaged/wrong item, we ask you return this to us in the original packaging, in a cushioned envelope - feel free to use the one we originally sent with the order.. We recommend that customers send back as 'signed for', which provides more security for both parties. Should the parcel not be delivered or lost in transit, the responsibility lies with the customer and Kalou Jewellery will not be hold accountable. Once we have received your order we will ship your new order. For wrong orders, items need to be sent back in the condition with which it was shipped, worn/damaged items sent back will not be covered under our exchange policy. 

Below are some examples of common exceptions. 

- Discounted items are final and cannot be returned or exchanged
- Exchange items must be sent back in the original packaging
- Exchange items must have no visible signs of wear, use, damage

Additional Information:

- Replacement products will be sent as soon as the original order is returned to Kalou Jewellery
- We are unable to offer free returns at this time, we suggest returning items as signed for, to offer both parties more security, however the risk is with the customer should the parcel be lost in transit.