Despite your best efforts to select the perfect jewellery, there’s always a chance that it may need to be returned.
You can view Goldsmiths’s returns policy here, or read on to read our thorough summary below.
Table of Contents
Details of Goldsmiths return policy
| Website | https://www.goldsmiths.co.uk/ |
| Return window | 30 days |
| Return window begins | Date your item was shipped |
| Return channels | Initiate via phone, then return by post |
| Refund Method | Refund to original payment method |
| Contact page | Goldsmiths Customer Service |
| Customer Support Hours | Live Chat: 8:00 AM to 10:00 PM (GMT), 7 days a week. Phone Support: 10:00 AM and 7:00 PM (GMT), Monday to Sunday |
Goldsmiths returns process
To return an item to Goldsmiths, the steps differ based on how you made your purchase. If you bought your item in-store, simply bring it back to any Goldsmiths, Mappin & Webb, or Watches of Switzerland showroom. Be sure to have your receipt or proof of purchase, the original packaging, and any certificates. The store will handle the return or exchange for you.
If your purchase was made online, over the phone, or through an in-store device, you have 30 days from the day after you received the item to return it. However, for pre-owned or sale items, this period is reduced to 14 days. To initiate the return, take the item to any Goldsmiths, Mappin & Webb, or Watches of Switzerland showroom, and they will forward it to the Distribution Centre free of charge. Remember that the item must be unused, in its original packaging, and accompanied by the proof of purchase and any certificates or paperwork.
While Goldsmiths will refund the standard delivery charge on your original purchase, you will need to pay the cost of return shipping unless the item is faulty. Additional fees for premium delivery options are not refundable.
Certain items cannot be returned. For hygiene reasons, earrings and cleaning products are non-returnable if the tamper-proof packaging has been opened. Similarly, personalised or engraved products, as well as items that have been altered at your request, cannot be returned unless they are faulty.
If you’re making an international return, you will be responsible for covering all return shipping costs.
How long does it take for a Goldsmiths return to be processed?
Goldsmiths processes returns within 14 days of the item arriving at their Distribution Centre. If there is any missing information or a need for clarification, they will attempt to contact you. If they cannot reach you within 14 days, the item will be returned to the delivery address associated with your order.
Goldsmiths refund methods
Goldsmiths will issue your refund through the same payment method(s) used during the original purchase. If multiple payment methods were used, such as a combination of card and gift card, your refund will be split accordingly. Refunds to third-party payment methods, such as insurance cards, may take longer to process, and it may not be possible to complete them on the same day.
For items purchased during promotions, the refund will be adjusted to reflect any changes in eligibility for the promotional discount. For instance, if you return an item that was part of a multi-buy offer, the remaining items will be recalculated, potentially reducing your refund.
If you’re returning a gift, the refund will typically be issued to the original payment method. However, if you prefer, Goldsmiths can issue a gift voucher instead.
Returning damaged items to Goldsmiths
In cases where the item you received is faulty or becomes defective during normal use, Goldsmiths provides several options based on the timeframe:
If the item is faulty within 30 days of purchase or delivery, you are entitled to a full refund. After 30 days but within six months, you can request a repair or replacement. If neither is possible or doesn’t resolve the issue, you can ask for a refund. Beyond six months, you may still be entitled to a repair or replacement, but only if you can prove the defect existed when you first received the item. Any refund may be reduced to reflect fair use of the product.
Before returning any damaged items, make sure to remove all personal data from devices like smartwatches, as Goldsmiths cannot process the return otherwise.
Which items can’t be returned to Goldsmiths?
Goldsmiths has specific exclusions for items that cannot be returned. Earrings and cleaning products with opened tamper-proof packaging are non-returnable due to hygiene reasons. Additionally, items that have been engraved, personalised, or altered to your specifications cannot be returned unless they are faulty. Any used items or those not in their original packaging also fall outside of the returns policy.
Other things you should know about Goldsmiths returns policy
For online orders, exchanges are not possible through the website. Instead, you must visit a physical store to exchange the item within 30 days of dispatch. Once an item has been exchanged, it cannot be refunded unless it is faulty.
During the holiday season, Goldsmiths extends its return window for purchases made between September 30th and January 5th. However, this extended period excludes any purchases involving a free gift card that has been partially or fully redeemed. In these cases, the standard 30-day return policy applies.
Unfortunately, Goldsmiths does not offer an online portal to track your return. If you need an update, you can contact their customer service team for information on the status of your return.
If you paid using PayPal or through an in-store device, note that refunds can only be processed once the returned item is received at the Distribution Centre, even if it was dropped off at a showroom.
Overall, Goldsmiths’s return policy is very good compared to comparable retailers. To find out more about their Goldsmiths’s returns policy click here, or get in touch with the Goldsmiths Customer Service if you have any questions.
