Customer Services

Customer services

Delivery & Returns

How to return an item

There are two easy ways to return your items.

1) Return to any UK* store for immediate refund This is the quickest way to return items. You can also exchange any unwanted items at your local H.Samuel store. Find your nearest store with our store locator.

What you need to do:

  • Place the items in their original presentation boxes. Please note that pierced jewellery must be returned in its original sealed packaging.
  • Take the items and despatch note you received with your order to your nearest H.Samuel store.
  • If they are in their original condition we will process the refund or exchange for you.
  • If you want a refund, make sure you bring the credit/debit/gift/insurance card that you used to place the order online.
  • If the items were a gift to you then you will reimbursed with gift cards.

2) Returning items by post: You can return items to us by post free of charge within 30 days and you will be refunded on the payment card you used to place the order.

If you ordered your item via:

  • Standard Delivery Service: There is a Freepost label inside your package for you to return the item(s)
  • Next Day Delivery Service: There is a Royal Mail Special Delivery Silver Packet inside your package to return your item(s)

For all postal returns:

  • Please include this notice and original despatch note or a copy inside your parcel
  • Please highlight or place a tick next to the items you are returning on the despatch note
  • Items must be returned in their original condition and in their original presentation box
  • Please note that pierced items can only be returned in their original sealed packaging
  • Make sure the package is sealed securely
  • Visit your local Post office to return your item(s) and ask for a receipt of postage
  • For refunds: once we have assessed the items, the money will be put back on to the credit/debit card that was used to place the order online.
  • If the items were a gift to you, the easiest way to get a refund is to take them to your nearest H.Samuel store where you will be reimbursed with Gift Cards.
  • For exchanges: you will need to go to your nearest H.Samuel store (see section above for more details). We cannot process exchanges by post.
  • This returns policy does not affect your statutory rights.
  • Unfortunately, online orders cannot be returned to stores in the Channel Islands or Eire.

Faulty Items

The procedures set out here to cancel an order or return an item do not affect your right to reject faulty goods. Further information can be found at www.consumerdirect.gov.uk. Please note that certain items cannot be returned unless H.Samuel is at fault. These are personalised or engraved items.

If you do receive a faulty item please follow one of the procedures outlined in our How to return an item section. For faulty personalised jewellery please follow the returns procedure set out in the 'Personalised Jewellery orders' section and for faulty personalised gifts please follow the returns procedure set out in the 'Personalised Gift orders' section.

Cooling off period

When you order from us online, you are entitled to a cooling off period when you can return your goods without any penalty. Our cooling off period is 30 days, which includes any statutory cooling off period.

This period starts the day the contract is agreed (i.e. you receive an email from us saying we have despatched your order) and ends 30 days after the day following delivery of the goods.

Certain items are excluded from the cooling off period guarantee, unless we are at fault. These are personalised or engraved items.