RETURNS & REFUNDS
1 STOREY accepts returns within 14 days from the date you received your order. Any unwanted items must be shipped/postmarked back to our London warehouse within 14 days of receipt.
Kindly note that 1 STOREY does not accept refunds on any sale items.
1 STOREY do not offer exchanges if you would like to change an item you will need to return the item to us for a refund and place a new order.
All shipping costs associated with any return will be the responsibility of the customer.
You must return the items in a new unworn or unused condition and 1 STOREY will only accept returns if their original packaging is fully intact. Items with personal engraving cannot be returned. Worn, altered or damaged merchandise cannot be returned. Bespoke, custom and made to order items are not eligible for returns.
1 STOREY is not responsible for the damage or loss of any items during transit back to our London warehouse.
The same 14 days return policy applies to faulty items. If you have a faulty item, or if there has been an error with your order, please email us within 7 days of receipt at firstname.lastname@example.org and send us a couple of pictures of the fault before making your return. 1 STOREY will refund return shipping costs in the event of a faulty item or error but please contact us first so we can advise the best way to proceed.
Please follow these steps when returning an order:
1) Please request a return authorisation by contacting us at email@example.com. Please make sure to state your order number and the name of the item you wish to return.
2) Once you have received a confirmation email from us, you can process your return. Please complete the returns section of your receipt and include this inside your parcel. If you do not have this, you can print a blank returns form here.
3) Please make sure the jewellery is packed neatly in their original packaging and write on the outside of the package 'Returned goods, relief applied for.'. This will avoid any unnecessary customs charges and your return possibly being returned to you.
4) Send the package to our London warehouse provided in our confirmation email. We recommend that you retain your proof of postage.
1 STOREY will send you an email once your return has arrived at our London warehouse and your refund has been processed.
1 STOREY aims to refund you within 14 days of receiving the returned item. Your full refund will be credited through the original purchaser’s payment method. Please allow 5-10 working days for refunded payments to appear in your account.
Please note that 1 STOREY will not refund the original shipping cost and return shipping fee.
Shipping costs for uncollected packages will not be refunded.
It may be possible to cancel the order if you notify us within one hour of making the purchase via email firstname.lastname@example.org. If cancelled before your order ships 1 STOREY will issue a full refund upon your instruction. Cut off time for shipping is usually 13:00 GMT, we don't ship or deliver at the weekend or on bank holidays.
If you notify us that you wish to cancel your order after it has shipped out 1 STOREY will not refund the original shipping cost on your order and you may also incur an additional return to sender fee if it is issued by the courier or postal service used for your delivery. This return to sender fee is usually the same cost as your original postage charge but it can vary.
Please be aware that due to some courier's operations and the quick turnaround on deliveries it may not be possible to cancel your order once dispatched. If this is the case, you can return your order using the returns information above.