Customer Services

Customer services

Delivery & Returns

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.