ONLINE RETURNS & REFUNDS

RETURNS
You have the right to cancel your online order and request a full refund. There is an extended return period for the gifting season on purchases made from the 11th December until the 15th January 2024. If you are not satisfied with your purchase, please contact our client experience team using our contact form. We aim to respond to all email enquiries within 2 working days.

We cannot accept returns of products that are bespoke, customised or otherwise clearly tailored to your personal needs, e.g. in case of individual engravings or changes in the product. All earrings are supplied with a hygiene seal. We cannot accept returns whereby the seal has been removed or broken unless the product is faulty.

RETURNS PROCEDURE
Please contact us within 14 days from your order receipt date to request a refund. From this point, you should have an additional 14 days to return your unwanted purchase to us. You can return your order to us via our provided Courier and free returns labels, please contact our client experience team using our contact form.

For returns by courier, please follow these steps:

  1. All originals tags and labels are in place and have not, at any point, been removed from the product.
  2. The product is unused, free of any marks, scratches or other impediments that could prohibit it from being re-sold, i.e. unused and in the same condition in which it was received, together with your proof of purchase.
  3. All instructions, guarantees and packaging are unblemished and included with the product.
  4. Pack the unwanted item(s) in the original packaging with appropriate padding in the Bucherer shipping box together with the proof of purchase.
  5. Indicate that it is a return on the provided delivery note and include it in the shipping box.
  6. Please leave your box open for the courier to inspect on collection.
  7. When the courier has inspected the item, please seal the package and attach the supplied return label so that it is visible.

DEFECTS
If a product is defective, please refer to the cancellation rights set out in our terms and conditions of sale.

Alternatively, if there is an issue with your purchase, please contact our Customer Services team by using our contact form.

REFUNDS
Please allow up to 14 working days for your refund to be fully processed. The funds will be credited to the original payment method used.

RIGHT TO REJECT
In the unlikely event that your product is faulty or damaged, please contact our Customer Services team within 30 days from your order receipt date to arrange a collection and refund.