Delivery and Returns
Delivery is free on all UK orders over £50, and for international orders over £150, worldwide.
We pride ourselves on excellent customer service, so if you are not entirely satisfied with your online purchase or need to exchange it for a different item please email us at email@example.com with your order number, name and address, details of the product, the reason for return, and whether you require an exchange, an in-store credit note or a refund. We will then advise you on how to proceed.
All items bought online must be returned to us within 14 days from the date of receipt and customers will be responsible for the cost of return delivery. The day you receive your parcel counts as the first day and we must receive the parcel back within 14 days of this. Where provided, all Carousel Jewels packaging should be included in your return. We advise you to send back the item via secure delivery as we do not take responsibility for missing items. We will email you when your item has been received. If you return an item without notification we will simply hold onto it and await your contact.
Unfortunately we cannot accept returns on bespoke or made-to-order items unless the item is faulty or, pierced earrings if the hygiene tag is removed. If a security tag is removed, the item will no longer be eligible for a refund. Items that appear worn or used will not be refunded and returned to the customer. Likewise, sample sale or last piece sale items are not returnable.
Please note our warranty is void if any damage is incurred by the customer, including any damage caused by perfumes, bleaching, heat exposure and general wear and tear. Any repairs due to the above are at the discretion of the company and may involve a charge.
Exchanges and refunds usually only take a few days to process. You will be fully refunded via your original method of payment within 14 days. Please note card refunds may take up to 10 business days for your bank to complete, depending on their processing time. This can vary greatly between card issuers, and unfortunately we are unable to influence this.
For international returns, please ensure items are described as "British Return Goods" with a domestic value of £0.00 as we will not accept returns back that have any customs charges levied. Please note, the original shipping cost will be deducted from the return.
Returns are accepted if:
- You have emailed us to notify us of your wish to return or exchange the item bought online.
- The item is returned to us within 14 days from the date receipt of the parcel (we make allowances for Christmas and Bank Holidays etc).
- The item is returned to us in the same condition as we dispatched it - unworn, with all the original packaging intact and all tags in place.