Refund policy

Returns

UK Law states that any item such as all of our items in our online shop that are Custom made or sized are not eligible to a refund, however we will look at any situation on a case by case basis.

We are always here to help

We are always here to help our customers so if you have any questions or problems with your order please contact us and everything possible will be done to help you.

If for any reason you are not happy with your purchase e.g. item needs size alterations or the unlikely event that the purchase breaks etc. Please contact us and we will arrange for alterations or replacement appropriate to the situation.

In accordance with our policies you must contact us before returning an item.
When returning items to us we request customers use tracked postage and appropriate packaging.

During the return you are responsible for making sure the item reaches us undamaged.
We will not replace or refund, returned items lost in the post during a return. Items Damaged during a return will be reviewed on a case by case basis.

We recommend if possible reusing the bubble padded envelope we send out orders in for returns, using tape to secure the envelope flap. If that is not an option please use a similar bubble envelope to protect your item from loss or damage during post.

Customers from outside the UK MUST fill out their customs declaration with "RETURNED GOODS".
Otherwise we will be charged customs duty on your return, we will not reship your item without you paying the customs charge and our admin fee for dealing with the charges. In the case of refund we will deduct the customs amount and our admin fee for dealing with the charges.

Our admin rate will be between £5 - £10 depending on the complexity of paying your chosen post carrier. This covers the cost of calling premium rate numbers or credit card fees taken in order to pay your customs fees and our time dealing with it.


Resize for life

We cover all items other than earrings for free resizing within reason for jewllery items this is normally limited to a maximum of 5 inches increase and unlimited shortening.
For belts and other non jewllery items free resize will under normal circumstances be a maximum of 7" increase and unlimited shortening.

Resizing and alterations are not covered if the item has been altered from its original design or has been misused e.g. used for suspension.


The buyer is responsible for all postage and customs costs during resizing. As we will happily resize any of our items at any point after purchase as long as the chain used to create the item is still available to us.


If you do not supply your size/colour information with your order we will contact you to request it via email. If we receive no response before our shipping deadline we will then send a delayed dispatch notification explaining we need your size/colour information we will delay the order for a month. We will then ship the order as soon as the details are supplied.

If we get no response within a month your order will be shipped as a standard size and in the case of colour choice missing you will receive the colour used for the items main image. We will include a note explaining this with the order and details of our resize for life policy if you require alterations or a colour change these will be carried out free of charge but all postage costs involved will be the responsibility of the buyer.

The buyer takes all responsibility for return postage and any customs charges incurred as we will not replace or refund lost or damaged in the post items returned to us. So we recommend packaging returns in the same style packaging they were sent in and to use tracked postage where possible.

To complete your return, we require a receipt or proof of purchase.

There are certain situations where only partial refunds are granted (if applicable)
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error
- Any item that is returned more than 30 days after delivery

Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at sales@scarletinchains.com.

Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at sales@scarletinchains.com and send your item to: Scarlet in Chains, 8, Colley Lane, Halesowen, B63 2TL, United Kingdom.

When returning items to us we request customers use tracked postage and appropriate packaging.

Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.

Shipping
To return your product, you should mail your product to: Scarlet in Chains, 8, Colley Lane, Halesowen, B63 2TL, United Kingdom

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item, you must use a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.