Returns & Refunds Policy
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At The Gold Outlet, we take pride in the quality of our jewellery and want you to be completely satisfied with your purchase. If for any reason you're not happy with your order, please read our returns policy below.
1. Return Eligibility
You may request a return within 14 days of receiving your order, provided the item:
Is unworn and unused.
Is returned in its original condition.
Includes all original packaging and any accompanying documentation.
Shows no signs of damage, alteration, or misuse.
Returns that do not meet these conditions may not be accepted.
2. Bespoke & Personalised Jewellery
As bespoke and personalised jewellery is made specifically to your requirements, these items are non-refundable and non-exchangeable unless:
The item arrives damaged.
The product is faulty.
We have supplied the incorrect item.
There is an error in the personalisation caused by us.
Please ensure all names, spellings, dates, sizes, and customisation details are correct before placing your order.
3. Faulty or Incorrect Items
If your order arrives damaged, faulty, or incorrect, please contact us within 48 hours of delivery.
To help us resolve the issue quickly, please include:
Your order number.
A description of the issue.
Clear photographs of the item and packaging.
Where appropriate, we will offer a repair, replacement, exchange, or refund.
4. How to Return an Item
Before returning any item, please contact our customer service team to obtain return instructions.
Once your return has been approved:
Carefully package the item.
Include your order details.
Use a tracked and insured delivery service where possible.
The Gold Outlet cannot be held responsible for items lost or damaged during return transit.
5. Refunds
Once your returned item has been received and inspected, we will notify you of the outcome.
If your return is approved, your refund will be processed to the original payment method.
Please allow 5–10 working days for the refund to appear in your account, depending on your payment provider.
6. Exchanges
We are happy to exchange eligible items, subject to stock availability.
Personalised and bespoke jewellery cannot normally be exchanged unless the item is faulty or supplied incorrectly.
7. Non-Returnable Items
The following items cannot normally be returned:
Personalised jewellery
Bespoke or custom-made jewellery
Earrings (unless faulty, for hygiene reasons)
Items that have been resized or altered at the customer's request
Gift cards or vouchers (if applicable)
8. Order Cancellations
If you wish to cancel your order, please contact us as soon as possible.
Orders for bespoke or personalised jewellery cannot usually be cancelled once production has begun.
9. Return Shipping Costs
Unless the item is faulty, damaged, or incorrect:
Customers are responsible for return postage costs.
Original delivery charges are non-refundable unless required by law.
10. Damaged During Delivery
If your parcel appears damaged upon arrival, please photograph the packaging before opening it and contact us immediately.
This helps us investigate the issue with the delivery provider and resolve your claim promptly.
11. Need Assistance?
If you have any questions about returns, exchanges, or refunds, our customer support team is here to help.
Please contact The Gold Outlet before sending any item back so we can guide you through the return process quickly and efficiently.