We want you to be completely happy with your RookFire jewellery. If there is a problem with your order, please contact us at hello@rookfire.com and we will do our best to resolve it promptly.

Returns

For jewellery purchased online that is not personalised or made to your individual specification, you have the right to cancel your order within 14 days of receiving it.

Please email hello@rookfire.com within this period to let us know that you wish to return your order. You then have a further 14 days to send the item back.

Returned jewellery should be securely packaged and returned with its original packaging where possible. You may handle and examine the jewellery as you would reasonably be able to in a shop, but we may make an appropriate deduction from the refund if its value has been reduced through handling beyond what is necessary to examine it.

Unless the item is faulty or incorrect, you are responsible for the cost and safe return of the jewellery. We strongly recommend using an insured and trackable service appropriate to the value of the item.

Personalised and Bespoke Jewellery

Jewellery made to your individual specification or clearly personalised for you cannot normally be returned simply because you have changed your mind.

This may include pieces made with personalised engraving, individually commissioned designs, or jewellery otherwise made specifically to your agreed requirements.

This does not affect your rights if an item is faulty, damaged, incorrectly supplied or not as described.

Made-to-Order Jewellery

Many RookFire pieces are individually made after an order is placed.

Being made after ordering does not by itself remove your statutory cancellation rights. Where a piece is one of our standard designs and has not been personalised or made to your individual specification, normal online cancellation rights apply.

Faulty, Damaged or Incorrect Items

Every RookFire piece is made and inspected with care.

If your jewellery arrives damaged, is faulty, is not as described or you receive the wrong item, please contact us as soon as possible at hello@rookfire.com.

Your statutory rights under UK consumer law are not affected by this policy.

Refunds

Once a return has been received, we will inspect it and process any refund due as promptly as possible.

Where you exercise your statutory right to cancel an eligible online purchase, we will refund the price paid together with the standard delivery charge where required by law. Any additional amount paid for an enhanced or express delivery service is not normally refundable beyond the cost of our standard delivery option.

Refunds will normally be made using the original payment method.

International Returns

Customers outside the UK should contact us before returning an item so that we can provide appropriate return instructions.

Unless an item is faulty, damaged or incorrectly supplied, the customer is responsible for return shipping and any associated return costs.

Please clearly identify the shipment as returned goods where appropriate. RookFire Jewellery cannot be responsible for customs charges arising because a return has been incorrectly declared by the sender.

Contact

If you have any questions about a return, refund or problem with your jewellery, please contact:

RookFire Jewellery
hello@rookfire.com