Returns and Cancellations

Order Cancellation

 

If you wish to cancel an order before it has been dispatched, please contact us immediately. Orders for item(s) customised to your specification cannot be cancelled if the customisation work has begun, e.g. ring size adjustment.

 

Returns Policy

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Solway Silver appreciates that there will be times, when you need to return unwanted or faulty items that you have purchased from us for refund or exchange. Please contact us in writing within 14 days of receipt to confirm that you will be returning the goods. Items must be returned within 14 days of delivery.*PLEASE NOTE EXCEPTIONS BELOW.

The item(s) must be unused, in pristine condition and be returned with the original presentation box/packaging. Please contact us if you plan to return your order. Provided the above conditions are met, a refund, excluding any postal charges, will be issued within 14 days of receipt of the returns parcel.

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*Exceptions

 

Refunds cannot be given for item(s) customised to your specification; e.g. size adjusted, and/or made to order. For health reasons, we hold a NO RETURN policy for earrings unless faulty. You are responsible for the safe return of the item(s). Solway Silver cannot accept any responsibility for returned items that have been returned and not received by us. Postage costs will only be refunded if the item(s) are deemed as being faulty.

PLEASE NOTE – the returns policy above applies to purchases made online only.

 

Damaged Items

 

We inspect all items before securely packaging and dispatching your order, to ensure that damage is limited during transit. If you find that your order has been damaged, please notify us within 3 days of receipt. Please return the damaged packaging when returning.

 

Complaints Procedure

 

We pride ourselves on exceptional customer service. However, if you have reason to complain about our service or a product, please contact us in writing at solwaysilver@gmail.com. We will endeavour to reply and resolve any complaints within 14 days of receipt of your complaint.

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