Customer Service Policy

All Wear Jewellery Customer Service Policy

Our Commitment
At All Wear Jewellery, we are committed to providing our customers with exceptional service and quality products. We understand the importance of customer satisfaction and strive to meet and exceed our customers' expectations.

Communication

  1. Response Time: We aim to respond to all customer inquiries within 24-72 hours. During peak times, such as holidays or promotional periods, responses may take longer.
  2. Contact Channels: Customers can reach us via email at hello@allwearjewellery.co.uk or through our website's contact form. Our customer service hours are Monday to Friday, 9 AM to 5 PM GMT.

Complaints Handling

  1. Receipt of Complaints: All complaints must be received in writing via email or through our website contact form to ensure they are documented and tracked.
  2. Resolution Process: Upon receiving a complaint, we will acknowledge receipt within 24 hours. A thorough investigation will be conducted, and a response or resolution will be offered within 5 business days.
  3. Escalation: If a customer is not satisfied with the resolution, the complaint can be escalated to a senior manager. We will aim to resolve escalated issues within an additional 5 business days.

Returns and Refunds

  1. Return Policy: Customers can return products within 14 days of receipt for a full refund if they are unsatisfied with their purchase. Items must be returned in their original condition.
  2. Refund Processing: Refunds will be processed within 7 business days after we receive the returned item.
  3. Exceptions: Products that are custom-made, personalized, or on sale may not be eligible for return or exchange unless they are defective.

Warranty and Repairs

  1. Warranty: All gold dipped jewellery comes with a Lifetime Warranty covering manufacturing defects. Other products may have different warranty terms, which are specified on their product pages. Full details can be found on our help centre.
  2. Repairs: If a product develops a fault outside the warranty terms, repairs can be offered at a cost. This cost will be communicated after an evaluation.

Feedback
We welcome and encourage feedback to improve our services. Customers can submit feedback through our website or by contacting our customer service team directly.

Updates to Our Policy
This policy is subject to periodic review and changes. Any updates will be posted on our website and communicated to our customers via email.