Returns & Exchanges

Refund policy

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 If you do receive a faulty item, please follow one of the procedures outlined on the how to return an item page.


Please note certain items cannot be returned, unless H.Samuel is at fault. These are personalised or engraved items and pierced jewellery.

Returning a gift

Cash refunds for gifts can only be made to the payment card used to purchase the goods. So if you buy a gift online, the recipient will not be able to get a cash refund if they want to return the goods. If a recipient does want to return gifts, we will exchange them for Gift Cards of the value of the gift at any H.Samuel store within the cooling off period.

Returning Goods

Please refer to our Returns & Exchanges page for details of how and where to return goods.

If you wish to return goods you have a duty to keep them in your possession and to take reasonable care of them until you return them. Please telephone us if you would like to return your order, and we will send you pre-paid labels so that you can return them for free. Goods must be returned in their original condition, including immediate packaging, within the cooling off period.

Our returns policy does not affect your statutory rights. For further information on your statutory rights look at