Refund policy
Returns, Refunds & Chargebacks Policy
We want you to be completely satisfied with your purchase from Giovanni Jewellery. If you are not 100% happy, please review the information below and contact us at contact@giovannijewellery.co.uk within the stated timeframes.
Returns & Refund Eligibility
If you wish to request a refund, you must notify us by email within 14 days of receiving your item. Approved returns must be posted within 2 working days of notification.
Refunds are subject to the item being returned in accordance with this policy and our Terms & Conditions.
Items Not Eligible for Return
Due to the nature of our products and for hygiene and safety reasons, we cannot accept returns for the following items unless they arrive damaged or defective:
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Custom or Personalised Orders, including items that have been made specifically for you, converted, or resized
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Earrings, for health and hygiene reasons
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Certifications
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Items sold on layaway
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Sale items (eligible for exchange or store credit only)
Condition of Returned Items
All returned items must be in their original condition. If an item is returned in a condition that differs from that in which it was supplied, we reserve the right to refuse the refund or deduct an amount reflecting any loss in value.
UK Returns Postage
UK customers must return items using an insured Special Delivery service (or equivalent) and obtain proof of postage and tracking.
Returned items remain the customer’s responsibility until received by us. We cannot be held responsible for items lost in transit, and no refund will be issued for items that do not arrive.
International Returns Postage
International customers are responsible for all costs associated with returning items, including postage, duties, and fees incurred when returning items to the UK.
Returned items remain the customer’s responsibility until they reach us. We cannot be held responsible for items lost in transit, customs delays, or charges incurred during return shipping.
Refund Process
Once your return has been received and inspected, we will notify you by email of the approval or rejection of your refund.
Approved refunds will be processed to the original method of payment within 7 days of approval.
Refund requests must be submitted directly to us in accordance with this policy. Initiating a chargeback without first contacting us may delay resolution and does not replace the returns or refunds process set out above.
Sale Items
Only regularly priced items are eligible for a refund.
Sale items are non-refundable, but may be exchanged for store credit where applicable.
Faulty Jewellery
Many of our jewellery pieces are pre-loved and may show reasonable signs of wear unless explicitly stated as new. Any significant faults or defects will be clearly disclosed in the product description or images. Items are sold as described.
Faults Within 6 Months of Purchase
If an item develops a fault that goes beyond what was disclosed at the time of sale, you may return it within 6 months for a free repair. A charge for materials may apply depending on the nature of the repair. Repair timelines will be quoted on a case-by-case basis.
Exclusions for Free Repairs
We are not responsible for faults deemed by our jeweller to be the result of wear and tear, accidental damage, or lack of care.
Faults After 6 Months
We can still repair items after 6 months, but charges will apply for both labour and materials.
Third-Party Repairs
We do not offer free repairs for items that have been resized, repaired, or altered by another jeweller. We can provide a repair quote if required.
For all faulty item enquiries, please contact contact@giovannijewellery.co.uk before returning any item.
Late or Missing Refunds
If you have not received your refund:
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Check your bank account again
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Contact your card provider (processing times vary)
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Contact your bank, as posting delays can occur
If you have completed all steps above and still have not received your refund, please contact us.
Chargebacks, Fraud Prevention & Order Verification
To protect our customers and our business from fraudulent transactions, we operate strict verification and delivery procedures in line with Visa and Mastercard chargeback requirements.
We reserve the right to conduct additional security checks prior to dispatch. This may include a verification telephone call to the cardholder using the contact details provided at checkout. Orders will not be dispatched until verification has been completed. Failure to complete verification may result in order cancellation and refund at our discretion.
For fraud prevention purposes, all orders are shipped exclusively to the billing address registered to the payment card used at checkout. We are unable to ship to alternative addresses under any circumstances. This policy applies to both UK and international orders.
All shipments are sent via fully trackable courier services and require a signature upon delivery. Responsibility for the item(s) transfers upon successful delivery and signature confirmation at the verified billing address, in accordance with our Terms & Conditions.
By placing an order, you confirm that you are the authorised cardholder and that all billing, delivery, and contact details provided are accurate and complete.
In the event of a chargeback or payment dispute (including but not limited to claims of unauthorised transaction, non-receipt, or unrecognised purchase), we reserve the right to provide relevant evidence to the payment processor or card issuer, including:
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Proof of payment authorisation
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Verification records and telephone call logs
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Billing and delivery address matching confirmation
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Courier tracking and delivery signature confirmation
Where evidence confirms successful delivery and compliance with our policies, chargebacks may be disputed and refunds declined in accordance with card scheme rules and applicable law.