Returns
RETURNS
We are sorry to hear you are looking to return your Roxanne First piece of jewellery.
If you wish to return for a refund or exchange please download this form and arrange return shipment within 14 days of receipt of your piece. You must complete all relevant fields on the form, enclose it in the package and arrange for the return. Please note, all returns are at your cost and Roxanne First cannot be held responsible for the piece until it reaches our studio. To this end, we would suggest using a trusted carrier and keeping your tracking details until we have confirmed safe receipt!
Once your return is in our studio we will examine it for any signs of wear or damage, only after these checks have taken place will we issue a refund. Please allow up to 5 days from date of receipt in our studio for this to take place.
If you have any questions or need further assistance, please email us at hello@roxannefirst.com.
OUR RETURNS POLICY
Please be aware that Roxanne First will not accept any exchanges or returns on earrings if the hygiene seal has been tampered with.
Once we have safe receipt of the item of jewellery, it will be inspected by our workshop to confirm that the returned item(s) has not been worn or damaged by wear. We do not accept returns on jewellery that has been worn or show any slight signs of wear.
We do not accept returns or process refunds on any personalised, made-to-order or bespoke orders, unless the product(s) were damaged, defective or faulty when delivered to you or have been incorrectly delivered.
Should your piece of jewellery arrive in a condition you are not wholly happy with, please send an image and description of the issue to hello@roxannefirst.com for us to assess and provide a solution to.
After the 14 days have lapsed, any returns or exchanges will be accepted at the discretion of Roxanne First Fine Jewellery Ltd.
Refunds are only made to the card used to purchase the jewellery.
Banks may take up to 10 working days to make credit/debit card refunds. Roxanne First doesn’t accept liability for the length of time a bank may take to process refunds.
Shipping costs for returns won’t be refunded.
Please note, from time to time, we hold 'Archive Sales' or 'Sample Sales' (this includes 'one off' sample pieces), we do not accept returns on these items, all sales are final.
EXCHANGES
Have your eye on another piece of jewellery and want to swap? Email us at hello@roxannefirst.com with your order number, the piece you’d like to exchange and the piece you want to buy. Once we receive your order, we will ship your new item.
GIFT RETURNS
If you received something from Roxanne First as a gift and would prefer something else, you can return the piece and we’ll provide shop credits for the same value that are valid for one year.
Write to us at hello@roxannefirst.com and tell us what the item is and who purchased it. Once you return the piece (our returns policy applies here as well), you’ll get a code you can use for your next purchase. You will need to pay any difference in cost and additional shipping for the new piece you choose.
RETURN ADDRESS
Please ship all returns to:
Returns
Roxanne First
97 Walton Street
London
SW3 2HP
To make sure your returns reach us safe and sound, please use Special Delivery to return your parcel and make sure it is insured for the right value. Roxanne First will not be held responsible for returns that are lost or damaged in transit.
INTERNATIONAL RETURNS
For orders shipped outside the European Union, Roxanne First is not able to refund any taxes, duties, charges or delivery costs you may have paid when placing your order. Should you wish to return for a refund, Roxanne First will refund the GBP value of the item. Roxanne First is not liable for currency fluctuations.
GIFT WITH PURCHASE
If you receive a gift with your purchase, as part of an online promotion, should you wish to return your item you are obliged to also return the gift. If you do not return the gift, we have the right to deduct the value of the gift from your refund.