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Phoenix-Tree Jewellery Returns Information

Online Order Cancellation

If you wish to cancel an order placed online at that has not yet been dispatched, please contact us on +447989895770.
Please note that once your order has been dispatched, we are unable to cancel it. Once you have received your order, you have 14 days to contact us to request a refund, then a further 14 days to return the item to us. In this circumstance, please follow the above return instructions. 
The above does not affect your statutory rights.

Returns and Exchanges Policy

This document does not affect any statutory rights you may have as a consumer (such as rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 or the Consumer Rights Act 2015).
Phoenix-Tree Jewellery does not accept any responsibility for any items lost, stolen or damaged in transit. These responsibilities are those of the customer and it is strongly advised that you use an insured and tracked service to return your goods.

If you have no other legal right to return a product and receive a refund or exchange, then you will nonetheless be entitled to return a product to us and receive a refund if 
you are not completely satisfied with your online purchase in accordance with this policy if:

We must receive the returned product within 28 days following the date of dispatch of the product to you. The returned product is in perfect, unused and in an “as new” condition, in its original packaging enabling us to sell the product as new. You comply with the procedure set out in this policy in relation to the return of the product and none of the exclusions set out in this policy apply.

Exempt from return is:

  • ·         Any product made to your specification/bespoke commissions;
  • ·         Any product made to order;
  • ·         Any product personalised or adapted for you.

We will give you a refund for the price you paid to us in respect of any product properly returned by you in accordance with this policy.
Please note that we will not refund to you the original delivery charges relating to the returned product. We will not refund to you any costs you incur in returning the product to us.

All refunds of undamaged and unworn products that have been correctly returned, will be credited to the customer via the original method of purchase. We will process the refund due to you as soon as possible and, in any event, within 30 days following the day we receive your returned product.
If you return a product in contravention of this policy, and you do not have any other legal right to a refund or exchange in respect of that product:

  • ·         We will not refund the purchase price or exchange the product;
  • ·         We may retain the returned product until you pay to us such additional amount as we may charge for re-delivery of the returned product; and
  • ·         If we do not receive payment of such additional amount within 14 days of issuing a request for payment, we may destroy or otherwise dispose of the returned product in our sole discretion without any liability to you.

Important Information

Any return received without the authorisation information obtained by contacting us will result in a delay in your refund being processed, and in some circumstances may be returned to the sender.
Returns received outside of the above stated timelines are accepted at the discretion of Phoenix-Tree Jewellery.
Unwanted gifts and goods returned without a receipt may be exchanged for a credit note.

Gift Returns

If you have received an item as a gift and don't have a receipt, contact us to arrange a return. Once the item has been received by Phoenix-Tree Jewellery (in a condition as per any other return), we will happily provide a credit note for the current item price. This can be used on our website against the purchase of a different item with the same or greater value.

Please note that the above Returns Terms still apply to all gift returns.


Unfortunately we are unable to offer an exchange of your order. However, you can return an unwanted item to us for a full refund and place a new order for an alternative item, adhering to our returns policy.

Returning Faulty Goods

In the rare event that goods are delivered faulty or damaged please contact us on +447989895770 or 
email us so we can arrange a replacement or a refund. If the package you receive is damaged or open please do not accept the delivery and contact us immediately to arrange a replacement. Should this occur, we will cover additional delivery costs and re-arrange delivery of a new replacement item.

Faulty items will only be accepted for return if the goods have been delivered to the customer damaged, or if a manufacturing fault occurs within the 6 months after delivery. All items that are returned as faulty will be assessed by Phoenix-Tree Jewellery, and any item displaying damage that is deemed to be a direct result of fair wear or accidental damage will not be accepted as faulty. We are happy to discuss repair options for such items. There will be a small charge for this service, to cover the cost of the repair along with any shipping costs incurred. 

Please note: All items are handmade and produced to a high standard. However, Phoenix-Tree Jewellery cannot be held liable for any inconsistencies in finish, colour or design occasioned by the handmade nature of the work. Any such ‘inconsistencies’ shall not be considered a fault. If you are unsure, please contact us to discuss your concerns.

International Returns

When returning an item from overseas, please still make sure to follow the above steps.

Phoenix-Tree Jewellery does not accept any responsibility for return postage costs, nor for any items lost, stolen or damaged in transit. These responsibilities are those of the customer. Therefore, we strongly recommend using a secure and tracked service to return the goods to Phoenix-Tree Jewellery.

Please take care if a customs declaration form is required, to correctly mark the goods as a 'Returned Item'. This will ensure that no additional customs fees are incurred. In the instance that an item is incorrectly marked and a customs fee is incurred, this may be passed onto the customer. This may also delay the returns process.

If you are at all uncertain about how to correctly fill in the customs form, then please speak with the relevant local customs or postal department before returning the item.

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