Returns & Refunds Policy for Long John Silver

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Last Updated: 24 June 2026

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At Long John Silver, we take pride in creating high-quality handmade silver jewellery. If you are not completely satisfied with your purchase, this Returns & Refunds Policy explains your rights and how returns and refunds are handled.

 

This policy complies with applicable UK consumer protection laws, including the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.

 

1. Your Right to Cancel

If you purchase goods online, you have the legal right to cancel your order within 14 days of receiving your item without giving a reason.

To exercise your right to cancel, you must notify us within 14 days of receiving your order by email or in writing.

Once you have informed us of your decision to cancel, you must return the item(s) within a further 14 days.

 

2. Conditions for Returns

To be eligible for a return, items must:

• Be returned within the applicable return period.

• Be unworn and unused.

• Be in their original condition.

• Include any original packaging, tags, certificates, and accessories where applicable.

• Not show signs of damage caused by misuse or handling beyond what is necessary to inspect the product.

We reserve the right to reduce the refund amount if the value of the item has been diminished through excessive handling.

 

3. Items That Cannot Be Returned

The following items are excluded from cancellation and return rights unless faulty:

• Custom-made or personalised jewellery.

• Jewellery altered or resized at the customer's request.

• Earrings where the hygiene seal has been broken.

• Gift cards or vouchers.

• Items damaged through normal wear and tear, accidental damage, or improper care.

 

4. Faulty, Damaged or Incorrect Items

If your item arrives damaged, faulty, or you receive the wrong item, please contact us within 30 days of delivery.

Please provide:

• Your order number.

• A description of the issue.

• Photographs showing the fault or damage where possible.

If a product is confirmed to be faulty, we will offer an appropriate remedy in accordance with your statutory rights, including:

• Repair.

• Replacement.

• Full or partial refund.

 

5. Refunds

Once your returned item has been received and inspected, we will notify you of the outcome.

Approved refunds will be processed to your original payment method within 14 days of:

• Receiving the returned goods; or

• Receiving evidence that the goods have been returned.

Refunds include the standard delivery charge paid on the original order where required by law.

Additional delivery upgrades such as express or next-day shipping are non-refundable unless the entire order is faulty.

 

6. Return Shipping Costs

If You Change Your Mind

You are responsible for the cost of returning the item unless otherwise agreed.

If the Item Is Faulty or Incorrect

We will reimburse reasonable return postage costs or provide a prepaid return label where appropriate.

We recommend using a tracked and insured delivery service when returning jewellery, as we cannot be responsible for items lost in transit.

 

7. Exchanges

Subject to availability, we may offer exchanges for:

• Alternative sizes.

• Different designs.

• Replacement items.

Please contact us before returning your item to discuss exchange options.

 

8. How to Return an Item

To arrange a return, please contact:

Long John Silver

Email: john@longjohnsilver29.co.uk

Telephone: 07519 178231

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Return Address:

Long John Silver

4 Elley Green, Corsham

Wiltshire. SN13 9TX

United Kingdom

Please include your order number and contact details with your return.

 

9. Your Statutory Rights

Nothing in this policy affects your legal rights under UK consumer protection legislation, including the Consumer Rights Act 2015 and Consumer Contracts Regulations 2013.

 

10. Contact Us

If you have any questions regarding returns, refunds, or exchanges, please contact:

Long John Silver

Email: john@longjohnsilver29.co.uk

Telephone: 07519 178231

Website: www.longjohnsilver29.co.uk

 

Long John Silver is committed to ensuring every customer receives beautiful handmade silver jewellery and excellent customer service. If there is ever an issue with your order, we will work with you to resolve it promptly and fairly.