RETURNS
Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
All of our bespoke items are exempt from being returned. The only items eligible for return are accessories, such as bracelets and necklaces. Anything custom made with your inclusions is non returnable unless faulty.
To complete your return, we require a receipt or proof of purchase. Please return this along with your item to
RETURNS
Over the Rainbow
11 Compass Way
Southampton
SO31 7PS
REFUNDS
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 10 working days.
EXCHANGES
If for any reason you are unhappy with your piece, please contact us at the earliest opportunity via our Facebook page or the Contact form on our wesbite.
If your item is faulty, or not as ordered, we will remake your item free of charge. In the case of a minor error (e.g. decoration missing) you may choose to accept a partial refund. In most cases, we will need to receive the original piece back in order to inspect it thoroughly. Once we have received the item back, we will contact you to discuss the options available to you.
We offer exchanges on faulty items for six months from the date of delivery. It is your responsibility to look after your jewellery in accordance with our instructions provided with your order. You can see these here. If we suspect your jewellery has not been cared for correctly, we reserve the right to refuse an exchange. As we make our jewellery with resin, there is an expected amount of natural discolouration over time. We expect this to be a very slow process over a number of years. If you have any sudden or extreme discolouration of your piece, please contact us.
SHIPPING RETURNS
To return your product, you should mail your product, along with proof of purchase, to
RETURNS
Over the Rainbow
11 Compass Way
Southampton
SO31 7PS
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.
If you are shipping an item over £50, you should consider using a trackable shipping service. We don’t guarantee that we will receive your returned item.
TIMEFRAME
Replacement accessories will be posted to you within 5 working days, subject to stock availability. If your item needs to be remade, we will add your order to our next workload to reduce the turnaround time. We aim to have your replacement with you within 4 weeks, but this is often sooner. If your item is for a special occasion or date, please let us know as soon as possible.
CHANGES TO YOUR ORDER
If your inclusions have not yet been posted to us, you can make minor changes to your order, including colour changes, swapping decorations of the same value or changing your ring size.
If you need to make major changes to your order, such as changing your jewellery type, ring band, bezel size, add any extra decorations or any other change that involves a price change, you will need to cancel and reorder using the correct options.
If your inclusions have arrived or we have already ordered your sized ring setting, unfortunately we cannot make any changes to your order.
CANCELLATION
Once your inclusions have been received, we can begin the process of making your keepsake at any time. There are many steps involved including the preservation of inclusions, and for this reason, we cannot cancel your order once your inclusions have been received.
If you have not yet sent us your inclusions and would like to cancel your order, please contact us ASAP.