Return’s Policy
We take great pride in creating beautiful jewellery, and naturally we hope you are pleased with your Mitchel & Co purchase. For your peace of mind, we are happy to refund, exchange or offer store credit for stock items, within 14 days of your collection/receipt of the item*.Please read the following return information carefully.
For items that are purchased directly from our showroom or from our product range available to purchase in the online store, we offer an option to exchange, refund or take store credit within 14 days of receiving your jewellery. In-store orders must be collected within 10 days of their completion. This date is detailed at the point of order, and our production team will usually make contact nearer this date. Online orders will be sent via post, and must be returned within 14 days of delivery. Please make sure your jewellery fits the following criteria before returning, or check with your point of contact at Mitchel & Co.
You can also email info@mitchelandco.com with questions.
Exchange Criteria:
- 1. Items must be unworn, undamaged, and unaltered or re-sized.
- Items that have been sized, engraved or personalised in any way, cannot be returned or refunded.
- For hygiene reasons earrings, and other pieced jewellery, cannot be returned or refunded. Your item must be returned with all the sales paperwork it came with, including any GIA certificates or grading reports, and insurance valuations.
- Jewellery must not be missing any of its original diamonds or gemstones, and should be returned with the original packaging and box. Customers must contact us prior to returning their item info@mitchelandco.com and will be responsible for the full value of any purchase until receipt of the item has been confirmed by the production team at Mitchel & Co. Customers are responsible for any lost items during the returns period and are considered the owner of the item, items that are damaged before or during return will not be accepted.
Please note that GIA certificates cannot be replaced, and are a part of the product you have purchased - items without the original GIA certificate cannot be returned for exchange, refund or store credit. For all purchases that are special order.
We work closely with each of our customers during the bespoke process, and understand that we are here to create a confident purchase experience. Your consultant will explain the bespoke manufacturing process with you and be available to discuss your order and answer any questions along the way. Whilst specially ordered items of jewellery are not eligible for return, we will always ensure we are here to make your bespoke purchase as seamless as possible. We work with customers to accommodate any final tailoring or small amendments.
Once an item is ordered and a minimum 50% deposit is taken, we reserve the right to command full payment within six weeks of the ordering date. Amendments, additions and changes to the order are entirely at the discretion of Mitchel & Co, and cannot be guaranteed once the order is placed with us. The full payment of any special order must be received within 6 weeks of placing an order, regardless of whether the item has been collected or sent to you. We reserve the right to refuse an exchange or offer store credit for all special order items, and jewellery that is not returned as per the conditions above. Online items that exceed £7500 are not eligible for refund. This does not affect your statutory rights. Please note also, that engraving details must be provided at the point of order, and any received after this will be subject to our normal charges for the service. Items that have been engraved are considered as a special order.
Repairs, refurbishments and re-purposed customer jewellery is not eligible for return or refund. Once customer authorisation is received on work, we regret we are unable to revert items to original condition. Work in progress items that yield scrap material as part of our manufacturing processes are not returnable and will have been factored into any given estimates as scrap value. Scrap metal and other items not used as part of the new order are considered the property of Mitchel & Co and cannot be retrieved. Please ask if you are unsure about any risks before proceeding, as we do not warrant against damage during production. Work is carried out at the customers own risk.
Preparing Your Return
Returns can be made in person, or via postal delivery. To return an item in person, please book an appointment either by phone or email. To return by post, we ask your follow these important steps:- Email us at info@mitchelandco.com or call us on 0121 233 0511 to discuss your return. You must do this before returning an item.
- When confirmed with your Mitchel & Co contact you should package your item with the original packaging. This must include your GIA/diamond grading certificate.
- You should avoid writing anything on the package that alludes to the value of the contents, including “Jewellers” or “Diamonds”. Please address your package to "M&Co, 3-4 The Big Peg, Warstone Lane, Birmingham, B18 6NA”
- We ask that you return items within the UK to us using Royal Mail Special Delivery Guaranteed, making sure your package is tracked and covered by insurance. You should also obtain proof or posting. For items coming from outside the UK you should ensure the package is insured, tracked and obtain proof of posting from a reputable courier. Return costs are the responsibility of the customer.
This does not affect your statutory rights. If you believe you jewellery to be faulty, please see our Manufacturing Warranty information.
*Items must be collected and fully paid within 10 days of the customer being notified that they are awaiting collection.