Refund policy

We hope you love your jewellery from Helen Butler Designs. Each piece is carefully created and packaged with care.

If something isn’t quite right, this policy explains how we handle delivery, returns, exchanges and refunds.

Delivery

We aim to dispatch orders within the timeframes stated on the website. Delivery times are estimates and may vary depending on:

• Your location
• Postal or courier services
• Seasonal demand

Please ensure your delivery details are correct when placing your order. We cannot be held responsible for delays or losses caused by incorrect information.

Returns

If you change your mind, you have the right to return your item.

Under the Consumer Contracts Regulations 2013, you have 14 days from receiving your order to notify us that you wish to return it.

Once you have notified us, you then have 14 days to return the item.

To be eligible for a return:

• Items must be unworn and unused
• Returned in their original packaging (including any tags, labels and boxes)
• In a resaleable condition, with no signs of wear, damage or use

Non-Returnable Items

The following items are not eligible for return unless faulty:

• Earrings (for hygiene reasons)
• Custom-made or personalised pieces
• Items made to a specific size or request

Returns Process

To initiate a return, please contact us at:

helen@helenbutlerdesigns.co.uk

Please include your order details, what you wish to return, the order number and the reason for return.

Return Shipping

• Return postage costs are the responsibility of the customer (unless the item is faulty)
• We strongly recommend using a tracked and insured delivery service
• We are not responsible for items lost or damaged in transit when being returned
• Responsibility for the item remains with you until it has been received by us

Refunds

Once your return has been received and inspected:

• Refunds will be issued to your original payment method
• This will be processed within 7–10 working days

Delivery charges are non-refundable unless the item is faulty or we have made an error. Where you are exercising your right to cancel under the Consumer Contracts Regulations 2013, the standard delivery cost will be refunded in line with your statutory rights.

Exchanges

If you would like to exchange an item, please contact us and we will do our best to accommodate this, subject to availability, postage costs and hygiene considerations.

Faulty or Incorrect Items

If your item arrives damaged, faulty, or incorrect:

• Please contact us within 5 days of receiving your order (or as soon as reasonably possible)
• Please take clear photos of the item, including any damage and the packaging as it arrived, as we may need them
• Once processed, we will respond to offer a replacement, repair, or full refund where appropriate

Important Notes

We are unable to offer refunds or replacements where damage has been caused by:

• Normal wear and tear
• Accidental damage
• Misuse or improper care