Shipping & Returns
Delivery Policy
For UK customers, delivery is FREE when the order value exceeds £200. Where the order value is less than £200, a £7.50 delivery charge will be added for special delivery. For deliveries outside the UK the delivery charge is £12.50.
All jewelry made by SoulVisionary hallmarked and supplied in an elegant gift box and delivered by Royal Mail special delivery.
Orders that are in stock will normally be dispatched within 3 working days, Customers that have used our 'Bespoke Service' or having jewelry made to measure/ order, are asked to allow up to 28 days for delivery. SoulVisionary Jewelry shall be responsible for the delivery of goods to the delivery address, but the cost of such delivery, packing and insurance may be charged to the buyer.
All Royal mail deliveries must be made to a verifiable postcode and physical address: we do not ship to P.O. Boxes.
Returns & Refunds Policy
In the unlikely event that you are not completely satisfied with your purchase, contact us via email (info@soulvisionary.jewelry) and let us know. Please return it to us, unworn and undamaged, within 7 days of receipt, for a full refund of the purchase price (not including postage).
We are not liable for any postage costs incurred by you when returning unsuitable items to us. The item is your responsibility until it reaches us. For your own protection, we recommend that you send the parcel using a delivery service that insures you for the value of the goods. We cannot be held responsible for returns that are lost in transit.
All products to be returned must be carefully repackaged in their original packing and be in an unworn condition. We will not exchange goods that have been worn, do not have their original packaging or show obvious signs of abuse. In this instance, the goods will be returned to the buyer at their own cost.
EARRINGS CANNOT BE RETURN FOR HYGIENE REASONS*
In the interests of fraud prevention, your refund will be issued by the same method that you paid within 7 days of receipt of the return.
In the unlikely event that your purchase is faulty, please return it to us within 7 days from receipt, for replacement or repair as appropriate. Any postage costs incurred by you in returning faulty items to us will be refunded to you.
Refunds not applicable:
We are unable to offer refunds for discounted pieces or commissioned pieces, unless the item is faulty. Please contact us within 7 days of receipt to arrange the return of the item. It must be sent back in their original, unworn condition and we will then arrange the exchange.
When ordering Rings, it is the customer’s responsibility to ensure that they have ordered the correct size. Most rings ordered in the incorrect size cannot be returned for refund, but can be returned for re-sizing if the design permits, but will be subject to a charge if it is.
Return shipping is the responsibility of the buyer, however if you check out with your PayPal account, you may qualify for free returns through PayPal’s Refunded Returns program. Win-win!
Returns or exchanges must be safely repackaged and posted back to us, unused and in their original condition. Items delivered via a registered or trackable postage option must be returned via an equivalent registered or trackable postage option. We’re unable to organize returns or exchanges for items that we don’t receive.
If the item is faulty or not as described, exchanged items will be re-delivered free of charge to the original shipping address. If an item is exchanged due to an incorrect order or change-of-mind, any shipping costs for redelivery of the item are payable by the buyer.
Can I return or exchange a custom order?
Our guarantee excludes custom orders. Custom orders are created through extensive consultation and take a lot more time and work than standard production pieces. As they are made specifically to the requirements of the customer, we are unable to accept returns or exchanges. However we’re highly committed to ensuring that each piece that leaves the studio is produced to a high standard and meets or exceeds expectations.
Please note that some pieces (such as those with unique stones or features) may not be replaceable or resizable.
If you experience any issues with your order, remember that we’re here to help! We’ve been in your shoes, and this is how we would like to be treated as a customer! If you have any questions, feel free to get in touch.