Refunds & Exchanges

Caring for your jewellery

 

We love making jewellery and we want you to love it too... Forever!  In order to keep it as pretty as the day you bought the item, we recommend the following:

 

  • Skin and hair products can react with jewellery causing it to tarnish, discolour and possibly corrode.  We strongly advise applying any cosmetics and scents before you put on your jewellery.

  • To brighten up your silver pieces we recommend using a silver dip solution. (Please note this is not suitable for all jewellery products.)  Always ensure you clean your item after silver dipping, with warm soapy water and a soft toothbrush.  For gold plated items, you can use warm soapy water and a soft toothbrush to remove any dirt. However, it will not bring back any shine of the original plating.  (We offer a re-plating service on white gold and silver jewellery.  However, we are unable to gold plate jewellery. For more information contact us on 01792 463343 for further details.)

  • Take extra care when cleaning jewellery with pearls, coral and turquoise - these can become discoloured.  We do not advise you to use cleaning solutions on these types of jewellery or jewellery set with gemstones, as it may cause damage to the product .  These can be brought to life by careful cleaning with a soft brush and soapy water.

  • Don’t use abrasive cleaners on jewellery.

  • Keep jewellery carefully stored and separated - not jumbled together in a draw.

  • Keep chains fastened so that they don’t get tangled up.

  • If in any doubt about the care or repair of your jewellery contact us for further assistance.

  • We offer a refurbishment service ,where we will repair, clean, polish and re-plate your jewellery.  Please contact us for more details by telephoning  01792 463343.

What do I do if I'm not happy?

We pride ourselves on the quality of our jewellery and excellence in Customer Service, therefore we want you to be completely satisfied with your jewellery.  If, however, in the rare occasion you are not completely satisfied with the goods, for any reason, you may return them, unworn and in the exact same packaging as it was delivered to you within 28 days, and we’ll exchange them or refund your money.

To be eligible for a return, your item must be unused and in the same condition that you received it.

All original packaging must be included.

To complete your return, please email us notifying us of your intention to return the goods.

There are certain situations where only partial refunds are granted:


Any item not in its original condition, is damaged or missing parts for reasons not due to our error.


Any item that is returned more than 28 days after delivery.

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 3 days.

Late or missing refunds
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us immediately.

Sale items
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Exchanges
We only replace items if they are defective or damaged.  If you need to exchange it for the same item, send us an email and send your item to: Forever Gold, Stall 56A, Swansea Market, Swansea SA1 3PQ.

NB

Please not that we do not offer a refund or exchange on pieces of jewellery that have been exclusively designed and manufactured for you. (Bespoke designs.) Or items that have been personalised and are therefore unfit for resale.


Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.
 
Shipping
To return your product, you should mail your product to: Forever Gold, Stall 56A, Swansea Market, SA1 3PQ.


You will be responsible for paying for your own shipping costs for returning your item.  Shipping costs are non-refundable.  If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

When shipping an item back to us, we recommend using a trackable shipping service or purchasing shipping insurance.  We do not guarantee that we will receive your returned item unless this method has been used.

 

International Returns

To arrange a return please email quoting your order number, name, address, telephone number, details of the product, the reason for return and whether you require a refund or replacement.

Please take care if a customs declaration form is required, to correctly mark the goods as a 'Returned Item'.  This will ensure that no additional customs fees are incurred.  In the instance that an item is incorrectly marked and a customs fee is incurred, this may be passed onto the customer.

 

This may also delay the returns process.

We recommend that you return items via registered mail.  Please ensure you have sufficient insurance cover especially when returning valuable products.  We cannot accept liability for goods lost or damaged in transport.  Please note that return postage will not be refunded.