Returns & Refunds
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Last updated: April 2026Our Commitment to You
If you purchase an item from us online and are not completely satisfied, you have the right to return it for a full refund or an exchange. We have tried to make this process as straightforward as possible — no awkward questions, no unnecessary delays.
Your statutory rights under the Consumer Contracts Regulations 2013 give you the right to cancel an online purchase within 14 days of delivery and return items within a further 14 days. Our policy mirrors these rights and in several respects goes further.
What Can Be Returned
The vast majority of our pieces are eligible for return. To qualify, items must be:
- Returned in the exact condition in which they were dispatched — unworn, unaltered, and undamaged.
- In their original packaging, with all accompanying materials including any box, pouch, and sales receipt.
- Notified to us within 14 days of the date you received the item. Please email us at hello@heirloomgold.co.uk or message via WhatsApp to begin the process.
- Posted back to us within 5 days of notifying us, using a Royal Mail Special Delivery tracked and insured service (see postage instructions below).
We do not charge a restocking fee. A payment processing deduction of up to 5% may apply to cover non-recoverable card processing fees charged to us by our payment provider — this is disclosed at the point of sale. We never deduct for our own time or administration costs.
Items That Cannot Be Returned
The following items are exempt from our returns policy. This is consistent with UK consumer law, which excludes personalised and custom-made goods from standard cancellation rights:
- Items that have been sized, resized or altered at your request
- Items that have been engraved or personalised in any way
- Items that have been worn, damaged or altered after delivery
- Items returned without their original packaging or documentation
If you are unsure whether your item qualifies, please contact us before returning — we will always try to find a fair solution.
How to Return an Item
- Notify us first. Email hello@heirloomgold.co.uk or send a WhatsApp message within 14 days of receiving your item. Include your order reference and a brief reason for the return. We'll confirm receipt and provide the return address within one working day.
- Package your item securely. Use the original packaging if possible — it was designed to protect the piece. Wrap the item carefully and seal the box before placing it in a suitable outer envelope or jiffy bag.
- Send via Royal Mail Special Delivery. This service is tracked end-to-end, requires a signature on delivery, and is insured. You should insure to the value of the item. Do not use standard post or untracked services — we cannot accept liability for items lost in transit that were not sent via an appropriate tracked and insured service.
- Send us your tracking details. Once posted, drop us an email or WhatsApp message with the Royal Mail tracking number. This lets us look out for your parcel and confirm receipt promptly.
Return postage costs: return postage is at your expense unless the item was sent incorrectly or arrived damaged due to our error, in which case we will refund your postage costs in full. We recommend keeping your proof of postage.
If the item was not as described or was faulty, your statutory rights entitle you to a full refund including original delivery costs. Please contact us immediately in these circumstances.
Receiving Your Refund
Once your return is received and inspected, we will process your refund or exchange within 3 working days. Refunds are returned to the original payment method — credit or debit card refunds typically appear in your account within 3–5 additional working days depending on your bank.
You will receive a confirmation email once your refund has been issued, detailing the amount and payment method. If you requested an exchange, we will contact you to discuss the available options and arrange delivery of the replacement piece.
If you paid by card, please note that the payment processing deduction of up to 5% reflects fees charged to us that are not returned when a transaction is refunded. This deduction applies to the refunded amount only and does not apply to store credit or exchanges.
Your Statutory Rights
Nothing in this policy affects your statutory rights under UK law. Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose, and as described. If an item fails to meet these standards, you are entitled to a repair, replacement, or refund — and you do not need to return the item within any particular timeframe to assert these rights in cases of genuine fault.
Under the Consumer Contracts Regulations 2013, you also have a 14-day right to cancel an online purchase from the moment of delivery, regardless of reason. This policy is designed to work alongside — not instead of — those protections.
For independent advice on your consumer rights, you can contact Citizens Advice at citizensadvice.org.uk or call the Citizens Advice consumer helpline on 0808 223 1133.
Questions about a return?
We're here to help. Get in touch and we'll sort it out.