Refund policy

 

Returns & Refunds

We understand that sometimes things don't work out. Please understand we are a small, family run business and take an incredible amount of time to gift wrap every order and send it off with so much love, because of that and our high customer satisfaction rate, we have a return rate less than 1% and are very proud of this! (Normal jewellery returns rate are around 15%!) 

 

To start a return, you can contact our customer service team at Awakencustomerservices@gmail.com and we will give you our return address, this is different from our online address. 

 

You have 28 days to return an item. 

 

Once approved the return must be sent back and received within 7 days. 

 

Important notes: 

• Returns items must be in their original condition, unused and unworn, with packaging, including the crystal meaning cards 

 

• Shipping fees are non-refundable (unless the return is due to our mistake)

 

• You have 28 days to return an item

 

• Include your order number and reason for return 

 

• Post with Royal Mail Tracked & Recorded to ensure your parcel has proof of delivery, this is essential for security and ensuring we safely receive your return and for you to have proof it has been delivered to us

 

• Do not hand deliver the return, there will be no proof it has been delivered and it could be handed to the wrong person

 

• Customers are responsible for return postage and any taxes or duties 

 

• Items sent back to us without being approved via our returns instructions will not be accepted as they will not have been entered into our system

 

• Jewellery must be unworn

 

• Earrings cannot be returned for hygiene reasons. 

 

We appreciate your understanding, each crystal and piece of jewellery is handled with love & care, and this policy helps us keep our quality and energy high for every customer. 

 

For exchange queries or item swaps, contact Awakencustomerservices@gmail.com

 

Damages and issues
Please inspect your order upon receiving and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. We are well known for having incredible customer service and will be glad to help you with any questions. Understand we can not be liable for items damaged by the customer themselves. 

 

Exceptions / non-returnable items
Unfortunately, we cannot accept returns on gift cards, digital products, event tickets, final sale items, custom items like Advent Calendars or earrings due to hygiene reasons. 

 

Refunds
When we have received your return, you’ll be automatically refunded on your original payment method within 10 business days. We are a small, family run business, please remember it can take some time for your bank or credit card company to process and post the refund too, do not chase the refund after accepted until the 10 days has passed.

 

Permissible deduction for diminished value

There may be times when you will receive a lower refund that expected. This will only be in the case that the item has been used or handled beyond what is necessary. This will cover our costs to inspect it and the diminished value the item now has and will show up on your refund under 'restocking fee'.

 

If more than 10 business days have passed since we’ve approved your return, you can then contact us at awakencustomerservices@gmail.com.