Exchanges & Returns Policy
What to do if I’m not happy with my jewellery?
We're sorry to hear that you’re not happy with the handmade item you received. We only want to provide our customers with products of the highest standard and quality and want to help you resolve this as soon as possible! See the headings below for our super friendly returns policy and process.
I don't like the quality of the item, can I send it back?
We understand that online shopping can be tricky as you can’t physically feel our handmade jewellery prior to purchase. You can always return it back to us if you're not happy with the quality as long as the item is in its original and unworn condition, within 14 days of receiving it.
Some items are excluded from our returns policy, and these will be clearly marked on the product page and/ or checkout. These are generally one-off, bespoke/custom items that we can’t resell for obvious reasons – like they have a name or date stamped into them, or were handmade to your specifications.
Get in touch at our Contact Us page to start the process.
The jewellery I received is faulty, what do I do?
If you’ve experienced a fault with your jewellery, please Contact Us so we can help resolve this for you.
You can help us resolve this for you faster by providing us with a couple of photos showing the defect/fault with your initial inquiry.
My jewellery is the wrong size or doesn’t fit what can I do?
We know it can be daunting buying jewellery online when the sizes are so specific and if you’re buying it online, you can’t try it on. We do our best to make sure that you can work out the right size before purchase – like this handy ring sizing chart. But if you receive your jewellery and it doesn’t fit you can return it to us for another size, or in the case of one-off pieces we can often (but not always) resize it for you. Please be aware that there may be a resizing fee as one of our Makers carefully and seamlessly resize your precious ring, chain, bracelet or other generally stunning piece of jewellery. Contact Us so that we can arrange a return and get you the right size.
I just don’t like it or have changed my mind; will you take an item back?
We can and generally will. We just ask that you return it in its original and unworn condition, within 14 days of receiving it. We provide free shipping for returns so just Contact Us and we can get the return process started.
Other general terms and conditions that relate to returns:
- All exchanges are subject to availability. Because our jewellery is handmade by our skilled artisans, we can’t always guarantee there’s another one in your size, material, or finish.
Mason and Collins cannot accept exchanges or give refunds for:
- Sale items
- Gift Cards or Vouchers for cash
- Goods that have been damaged due to inadequate packaging upon their return.
- Items customised for you.
What happens with custom sizes or bespoke pieces?
A custom sized or made piece is a little harder to take back. So we can't accept returns for them unless they are faulty or defective. To avoid this we always go to extra effort to make sure we have it sized correctly during the process of having it made so you can buy your customised pieces with total confidence.