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Returns and Refunds
If for any reason you are not completely satisfied with your online purchase and would like to return the item for a refund, please return the item to us within 14 days of receipt of your purchase.
Exempt from any refund are bespoke commissions, made to order items or jewellery altered to a customer request.
To return an item to us, please follow the below steps:
Email at: refunds@kerstindesign.co.uk to request a postal address
Securely package your item/s in it’s original box.
Please return the item to us via a secure, trackable service.
Clearly address the package
Kerstin Design does not accept any responsibility for return postage costs, nor for any items lost, stolen or damaged in transit. These responsiblities are those of the customer.
International Returns
When returning, please make sure to follow these steps:
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 customs or post department before returning the item.
Exchanges
We are able to offer an exchange of your stock item but we can’t offer an exchange for a bespoke, personalised or commissioned piece.
Please Note:
Returns received outside of the above stated timelines are accepted at the discretion of Kerstin Design.
Refunds will be issued within 14 days of Kerstin Design receiving your return.
All refunds of undamaged and unworn products that have been correctly returned, will be credited to the customer via the original method of purchase.
Returning Faulty Goods
In the rare event that goods are delivered faulty or damaged please contact us on 07759072790 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 Kerstin Design, 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 offer a full repairs service 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.
Gift Returns
If you have received an item as a gift we are happy to provide a credit note for the current item price with a proof of purchase. This can be used against the purchase of a different item with the same or greater value.
Unwanted gifts and goods returned without proof of purchase cannot be exchanged or refunded.
Online Order Cancellation
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
Dash Returns and Refunds
Our refund policy applies to all purchases made including those made in Dash. You will be refunded using GBP as the base currency for the price of the product, converted into Dash at the current rate at the time of the refund.
This ensures that the equivalent sterling amount you pay at time of purchase is also returned to you (in Dash). Due to the volatility of Dash we do not refund at the rate in force at the time of purchase. We do this to protect both you and us from fluctuations in the Dash rate. This could mean you receive more or less Dash than the amount paid at the time of the transaction, however the equivalent GBP value will be the same. Please let us know the Dash address you would like any refund to be sent to.
