* Studio update 20.06.24 - allow an extra 2 weeks' making time * *** Studio update 20.06.24 - we're at capacity! Please allow an extra 14 days on top of our usual make / shipping time ***
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Refund Policy

Returns & exchanges

If, for any reason, you're not completely satisfied with your Mojo & the Maker jewellery bought from this website, and you'd like to return it, please first notify us of your return, and the reason for it, by emailing hello[at]mojoandthemaker.com.

Please then return the item to us in its original, undamaged, unworn condition, and in the original packaging, securely packaged to go safely in the post, within 14 days of receipt, enclosing a copy of the order note sent out with your jewellery, and stating whether you'd like an exchange or a refund.  

After notifying us of your return, and the reason for it, please return your item in the condition explained above, to:  Sarah Jane Whittaker, Mojo & the Maker, 2 Farm House Road, Telford, Shropshire TF4 2SB, UK.

You will need to pay for the cost of return shipping, unless we have made a mistake or the item is faulty.  If we're required to pay a fee to collect your returned item from the delivery office (for example, if you've failed to add postage to your parcel, or have added too little postage to it), this sum may be deducted from any refund or exchange value.

Please definitely do ensure that the items are safely packaged and returned to us using a signed for delivery service, and include a reason for return.  We can't be held responsible for items that are lost in transit whilst being returned to us, so we strongly recommend that you select an appropriate signed-for and insured shipping service, and retain your proof of posting receipt.

Refunds are made via the same payment method you used online.  Alternatively, we are happy to offer a gift voucher in exchange within 14 days of purchase for items returned in line with our returns policy which were bought online from this website.  Where shipping is refunded, only the cheapest shipping level to your delivery destination is refunded (in the UK, that means no shipping refund, as standard shipping is free to addresses within the UK mainland).

If you purchased your item at a show and would like to return it, we offer an exchange for another item or a gift voucher if the item is returned as above within 14 days of purchase. We don't offer a refund on items bought at shows.

Bespoke pieces and items that have been customised to your request aren't refundable, and can't be exchanged.  Jewellery for pierced ears that has been sent out in a hygiene-sealed clear bag becomes non-returnable once you've broken the seal (unless the item has a manufacturing fault, or we sent the wrong item in error).

We inspect returns, of course, and if we find that an item hasn't been returned to us in fully resalable condition, or is missing from the packaging when opened, we reserve the right to refuse a refund or to refuse an exchange on the item.  

In the case of exchanges, the first exchange to a UK mainland address is sent out free of shipping, as the original order was, but repeat exchanges require additional shipping to be paid. In the case of overseas exchanges, a re-delivery charge of GBP £15 needs to be paid before we can send out an exchange.  When returning an item from outside the UK, it's your responsibility to mark the parcel as a return - if you don't do this, we may be charged customs and other fees, charges and taxes - if this happens, the amount charged will be deducted from any refund or exchange.

If anything in this Refund Policy isn't clear, please do contact us, so we can help.