Returns & Refunds Policy
HS Collection London is a trading name of HESE COLLECTION LTD, company number 14437722.
We want you to feel confident when shopping with us. If you have a question about your purchase, please contact info@hscollectionlondon.com.
Returning an Online Purchase
For most non-personalised products purchased online, you can cancel your order without giving a reason. Please notify us within 14 days of the day after you receive your goods. You then have a further 14 days to return them.
To cancel, email info@hscollectionlondon.com with your order number and a clear statement that you wish to cancel. You do not need our approval to exercise your statutory cancellation right.
Please contact us for return instructions and the correct return address.
Looking After Your Return
You may inspect your jewellery as you would in a shop. Please return it securely packaged, with any accessories supplied. Original packaging is helpful but is not a condition of your statutory cancellation right.
We may reduce your refund if handling beyond what is necessary to inspect the item has reduced its value.
Return Postage
You are responsible for return postage when returning an item because you have changed your mind. Please keep proof of postage.
For faulty, damaged or incorrectly supplied items, we will cover reasonable return postage costs. Contact us so we can arrange a suitable return method.
Refunds
For eligible online cancellations, we will refund you within 14 days of receiving the returned goods or receiving evidence that you have sent them back, whichever is earlier.
Refunds will be made to your original payment method unless we agree otherwise. We do not charge a restocking fee.
If you cancel your entire order, we will also refund the standard outbound delivery charge. Any additional charge for premium delivery is not refundable.
Personalised Items
The change-of-mind cancellation right does not apply to goods made to your specifications or clearly personalised, such as engraved jewellery or genuinely bespoke pieces.
This does not affect your rights if an item is faulty, not as described or otherwise fails to meet statutory requirements.
Faulty or Incorrect Items
If your jewellery arrives damaged, is faulty or does not match your order, please contact us with your order details and a description of the problem. Photographs are helpful where available.
We will provide the appropriate refund, repair or replacement in accordance with your statutory rights. These rights are separate from the 14-day change-of-mind cancellation period.
Service Bookings
Please contact us if you need to change or cancel a permanent jewellery, engraving or Charm Bar appointment. Any applicable booking conditions will be explained before you book.
For service contracts made online or by phone, statutory cancellation rights may apply. Where applicable, these include a 14-day cancellation period from the day after the contract is made. If you expressly request that a service starts during this period, you may need to pay for work already provided. The cancellation right is lost following full performance only where you have given the required express consent and acknowledgement.
Contact Us
Email: info@hscollectionlondon.com
Phone: +44 7464 356465
Nothing in this policy limits your statutory consumer rights.