Quilla & Co T&C's
Warranty
Should your jewellery become damaged due to a manufacturing fault, jewellery must be returned along with a proof of purchase/original order number to be repaired or replaced under warranty.
Items returned without proof of purchase will be subject to a repair charge. Our warranty does not cover lost or stolen items, tarnished goods, general wear and tear or stretched jewellery.
Quilla & Co Repairs & Restringing
We have a dedicated repairs service at Quilla & Co to keep your jewellery looking its best.
Repairs will start from £10, if you have enquiries on repairs, please contact our customer service team before sending your jewellery back to us and we will get back to you.
We recommend you send your jewellery to us in a secure envelope, along with your original order number and a signed for/tracked delivery service as we do not accept liability for lost items.
We pride ourselves on our customer service, so we will aim to for your repair to be back to you within 14 days.
- Remove your jewellery when you shower, bathe or engage in heavy exercise, particularly when swimming in the sea or a chlorinated swimming pool.
- Put your jewellery on last when dressing. Hairspray, perfume and body sprays can cause your silver jewellery to tarnish.
- Care should be taken when bracelets are taken on and off, rolling over the hand to avoid stretching the elastics.
- Avoid wearing your jewellery when using bleach, cleaning products and other chemicals.
- Be cautious of knocks and bumps to avoid dislodging stones or creating scratches.
- Silver polish cloths can be used frequently to prevent and remove any tarnish and maintain the shine of your silver jewellery - these can be purchased on our website.
- Clean your jewellery with a polish cloth before putting away.
- Don't let your jewellery get tangled, tarnished and forgotten.
- It is best to store your jewellery in a dry place such as a jewellery box.
- Please note we do not recommend using our packaging box for long-term storage.
- We recommend storing same metals together – mixing your metals in your jewellery box can lead to tarnish.
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Tarnish is a natural occurrence as the metal reacts to the environment.
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Exposure to soaps, perfumes, lotions & oils, chlorine and cleaning chemicals.
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Oxidising through prolonged exposure to direct sunlight in non-airtight containers.
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Contact with water for long periods of time.
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Exposure to toxins or chemicals released from the skin through sweat.
Returns Policy
What is your returns policy?
- Items must be returned within 14 days of the date the parcel has been received by the customer.
- Items must be in a re-saleable condition
- We do not offer refund on gift wrap
- Earrings are NON returnable due to hygiene reasons
- If your parcel is returned outside of the returns cut off period we will be unable to process your refund. In this case if you would like your item back you will be responsible for the cost of returning the parcel back to yourself.
- Refunds are typically processed within 24 hours on receipt of your parcel, although in busy periods this may vary. Once the refund has been processed you will receive a confirmation email. All refunds will be credited back to your original method of payment.
- Refunds can take up to 7-10 working days to complete with your bank/payment method. (This does not include weekends or bank holidays)
Can I exchange an item?
Unfortunately, we are unable to process exchanges. You can return your item/s to us for a full refund and place a new order to receive the item of your choice.
What should I do if I receive an incorrect or faulty item?
Oh no! We're sorry to hear this. Please get in contact with our customer service team with photo's of the fault and/or a brief description of the fault or issue and we will help you straight away.
For items that are deemed faulty once returned to us, the returns postage cost will be wavered when proof of postage is provided.
A consumer cannot claim for a refund or replacement if they alter the item or causes any damage to the item.
Refunds will not be given on items deemed unfit for resale, reasons may include:
- scratched or chipped jewellery
- stretched jewellery
We always recommend that you send your jewellery to us in a secure padded envelope and use a signed for delivery service as we do not accept liability for lost items.
Made To Order
