We want you to be completely happy with your purchase. If you are not entirely satisfied, you may return the items to us for a full refund of the purchase price, provided that you follow the Returns Instructions below and the Goods are:

• Returned complete
• In perfect original condition and unused with the original packaging
• We should receive your returned items, within 30 days from the day you receive them, to be refunded in full via the original payment method.

Please note, we do not accept returns on earrings or jewellery sets containing earrings.

Under The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you are entitled to cancel your order within 14 working days, starting on the day after goods have been received. If goods from the same order are received at different times, the cancellation period will run from the day after delivery of the last item. You will receive a refund of the purchase price and delivery charges paid for the products ordered. Please see our Terms & Conditions for further details.

If, for any reason you are not completely happy with your purchase, you have up to 30 days to return the items to us. 

We offer free returns by post.

To return by post, simply attach the label that you will have received with your order and take to your local post office, please ensure to retain proof of dispatch to verify any returned goods.

To return by collect+ (this will be at your own cost). You can order and print a Collect+ label here

All goods must be unworn and in pristine condition, as well as in their original packaging. In the interest of hygiene, pierced earrings cannot be returned or exchanged. Refunds will be issued to the credit or debit card originally used to make payment.

Please note, if you choose to return goods to us in any other way (for example through Yodel or collect+), we will not be able to refund the cost of doing so.

For international returns, please follow these instructions

• In the returns section on your delivery note, tick the refund box.
• Write the address on the front of the parcel.
• Take the labelled parcel to your nearest postal service and pay the appropriate postage back to the UK.
• We strongly recommend that you send your return by a 'signed for on delivery' postal method.
• The parcel remains your responsibility until it reaches us. You will receive an email confirming receipt of your parcel once it has been accepted back into our warehouse.
• Please allow up to 7 days upon receipt of the parcel into our warehouse for your return to be processed and your money refunded.
• Returns postage will only be refunded if the product is faulty.

 

Please note, products cannot be exchanged or refunded at our concessions or stores. If you do not have the address label then please contact Customer Services at either, customer.services@puzzle-stores.com or alternatively on 02920 101432:

Puzzle Retail Stores Ltd
Webber Pavilion,
Seaham Grange Industrial Estate,
Seaham,
County Durham,
SR7 0PZ
United Kingdom

Should you have any additional queries, please do not hesitate to contact the Company’s customer service team at either +44 (0) 2920 101432 or customer.services@puzzle-stores.com. Please note that the customer services team are experiencing an extremely high volume of calls and emails at this time, therefore if your call is not taken please try again at an alternative time. Your patience is appreciated.

return policy last updated 20th November 2018