Refund policy

RETURNS & REFUNDS

At Dove House London, we want you to be completely happy with your purchase. If for any reason you are not satisfied, or you decide your order is not right for you, please review the policy below.

CHANGE OF MIND RETURNS

In line with the Consumer Contracts Regulations, you have the right to cancel your order if you change your mind. To do so, you must notify us in writing by emailing contact@dovehouselondon.com within 7 working days of receiving your goods.

Items must be returned unworn, unused, and in their original packaging, including all accompanying materials and proof of purchase.

Goods must be returned to us within 14 days of the dispatch date stated in your order confirmation email, in the same condition as supplied. This includes being undamaged, unworn, and returned with your original order number. Once these conditions are met, we will be happy to issue a refund.

Please see the exclusions listed below.

FAULTY ITEMS

If your jewellery is faulty, please contact us at contact@dovehouselondon.com within a reasonable time after discovering the issue.

Where appropriate, we will offer a repair or replacement depending on the nature of the fault and the length of time since purchase. Each case will be reviewed individually, in line with your statutory rights.

REFUNDS

Where a refund has been agreed, items must be returned within 14 days of receipt, securely packaged and ideally in their original packaging. If an item is damaged as a result of inadequate packaging or mishandling during return, we may be unable to process a refund. Customers have a statutory duty to take reasonable care of goods until they are returned.

Refunds will be processed within 14 days of Dove House London receiving the returned item.

Refunds will be made to the original payment method used at checkout. For PayPal transactions, refunds will be issued to the customer’s PayPal account rather than the associated card.

Dove House London is not responsible for return postage costs, nor for items that are lost, stolen, or damaged in transit. Original and return delivery charges are non-refundable.

UK returns must be sent using Royal Mail Special Delivery
International returns must be sent using a fully tracked service

Failure to use the appropriate service may affect our ability to issue a refund.

EXCLUSIONS

For hygiene reasons, earrings cannot be returned or refunded unless faulty. This does not affect your statutory rights.

The following items are exempt from refunds or exchanges:

Bespoke or made-to-order items
Jewellery altered to a customer’s specific request i.e. rings, as these are made to size

Where items are returned damaged due to misuse or a failure to take reasonable care, Dove House London reserves the right to pursue compensation for breach of statutory duty. This does not affect a customer’s statutory rights where applicable.

EXCHANGES

If an exchange is requested, replacement items will only be dispatched once the original item has been received by Dove House London.

Any additional costs, including price differences, shipping charges, taxes, or import duties, will be the responsibility of the customer.