Refund policy

Legally you are entitled to return an order within 14 days of receipt, if the item/s does not match the description provided or is received in a faulty condition. Please note that this right does not cover bespoke-made or personalised items, i.e. engraving.

Otherwise, outside of the above conditions you have the opportunity to return any eligible item within 30 days of the order being available for delivery or collection. Exceptions, such as bespoke jewellery, or items personalised to your specifications, will be notified to you before an order is quoted and/or confirmed. We do not accept returns on earrings.

To be eligible for a refund on allowed orders, you must initiate the return within 30 days of delivery/collection by contacting us at info@marladesign.com with your order number, and return the item within 7 days of receiving return instructions from us. We strongly recommended that you send your order back to us via a trackable service.

Please do not send any items before contacting us.

The jewellery must arrive in its original condition, complete with all packaging (i.e. jewellery boxes) and any certification that may have been provided. Fees will be deducted from the refund amount if new diamond or gemstone certificates need to be obtained due to non-return.

Our Production team will review the returned jewellery to assess its condition. Items that show signs of wear or damage, or have been altered or resized (whether by Marla Design or by any other jeweller) are unable to be returned.

If you return your order and exchange it for another ring, the second ring will be non-returnable, unless the reason is due to a manufacturing defect.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Ring Resizing
  
We understand that getting the right ring size can be difficult, particularly when you are planning a surprise gift or proposal. To put your mind at ease, we offer one free ring resizing within 30 days of you collecting or receiving your item. If a ring is unable to be resized due to its complexity, this will be advised at the point of quotation or order.

Conditions

• Our complimentary ring resizing service does not apply to bespoke or full eternity rings.
• An additional fee will apply when amending above a certain size, due to the addition/removal of metal, re-engraving, and/or unsetting and resetting of stones, as applicable:
  • More than 2 sizes (up or down) in plain solitaire rings or plain band halo rings.
  • More than 1 size (up or down) in bands with accent stones, such as diamond set bands (solitaire, trilogy or halo), or half-set eternity rings.
  • More than 2 sizes (up or down) for engraved bands.
  • Full eternity rings cannot be resized, and would need to be replaced. If additional diamonds are required as a result of a resizing, the extra cost will be at the customer’s expense.
• Outside of the 30-day complimentary resizing service, subsequent (or subject to the above) a fee will be chargeable, advised once the ring has been inspected by our production team to assess the costs of resizing.

Exchanges

If you want to exchange a ready to wear piece of jewellery for a different item within 30 days of receiving your order, this can be arranged subject to the following conditions:

• We kindly request that you cover the cost of shipping, and return all packaging and relevant documents, if provided. We will cover the shipping cost of the new item.
• A £250 handling and re-stocking fee will be charged to exchange your piece of jewellery.
• Any replaced item will become non-returnable and non-exchangeable.
  

The Returns Process

Upon receiving your returned item in its original condition, our team will assess the jewellery piece, and if appropriate, check and weigh the gemstone against the grading certificate provided.

If you are returning your item/s to us due to a manufacturing defect or were not as described, your legal rights are not affected by this Returns Policy. In this case we will refund the price of the purchase in full.

Once a return has been verified and approved, your refund will be processed in the following 4-5 business days, using the original method of payment. Depending on the method of payment and your location, it may take up to 14 business days for your payment to be received.

Preparing a Return

In order to successfully process a return please follow the steps below; failure to do so may result in refusal or delays in processing your refund.

• Contact our team at info@marladesign.com stating that you wish to process a return, quoting your order number. A member of our team will contact as soon as possible with full return instructions, depending on your location.
• Package your return, including all original packaging and grading certificates, if provided with your item. Failure to return these documents may result in a recertification charge, that will be deducted from your refund amount.
• Request a tracking number and provide this to our team. This will ensure a smooth return delivery.

If return instructions are not followed, Marla Design will not accept responsibility for any loss or damage to returned shipments. We reserve the right to refuse returns that are not properly packaged.

If you have any questions about any part of this process, please contact us at info@marladesign.com before shipping any items.

Please do not send any items before contacting us.


Lifetime Manufacturing Warranty

As a consumer you have the legal right to return an item within 14 days of receipt, without question, if the product is faulty or not as described online.

Outside of the above, with any purchase from Marla Design, you receive a lifetime warranty should there be any issues with your item arising from a manufacturing defect. Although manufacturing defects are extremely rare, you are entitled to all necessary repairs free of charge if this ever happens.

This applies from the moment you collect or receive your item.

To benefit from this warranty, the defect must be identified by our production team and cannot be the result of mishandling, or normal wear and tear due to everyday use. If we determine that the damage was not caused by a manufacturing defect, then we’ll notify you immediately with a quotation for repair at your expense.

Further details and full conditions can be found below.

Conditions and Exclusions

Marla Design’s Manufacturer Warranty is only available to the person who purchased the covered product.

Resizing, repair or maintenance, or any other service performed on the jewellery by anyone other than Marla Design will void your Manufacturer Warranty.

This Warranty does not cover damage due to normal wear and tear, product loss, loss of gemstones, or theft. Damage or loss that results from failure to obtain necessary repairs to maintain the integrity of the product is also not covered.

Examples of issues not covered by our Warranty:

Rings:

• Dents, nicks and scratches, unless identified on delivery and not considered a natural inclusion/feature of the product already identified prior to the order being confirmed.
• Discolouration due to exposure to chemicals, make-up, swimming pools, hot tubs or bathing.
• Rings that have been damaged or bent out of shape due to activities such as weight lifting, rock climbing, contact sports, gardening, DIY, etc.
• Claws and precious metals can wear over time, and may require building back up or restoring, which would be considered normal wear.
• Bent, caught or worn out claw/s allowing a stone to fall out over time, due to normal wear or other damage.
• A lost stone due to becoming worn or chipped over time due to normal wear and tear, or other damage.

Bracelets/Necklaces:

• Breakages due to catching on clothing or other fabrics.
• Dents, nicks or scratches, not identified before ordering or at collection/delivery.
• Discolouration due to exposure to chemicals, make-up, swimming pools, hot tubs or bathing.
• Breakages caused by tangles or knots in chain that is caused by improper storage.

Earrings:

• Dents, nicks or scratches, not identified before ordering or at collection/delivery.
• Discolouration due to exposure to chemicals, make-up, swimming pools, hot tubs or bathing.
• Loss of earring backing.
• Loss of whole earring.
• Breakages due to catching on clothing or other fabrics.

Gemstones

Please note that internal inclusions, or other natural characteristics, in diamonds and coloured gemstones (visible or otherwise) are unique and individual to each item. These characteristics are considered part of the character of the item, and shouldn’t be considered a defect.

Lifetime Annual Care and Assessment

Items that are properly cared for should be cleaned and assessed professionally at least once every 3 years, to check that the structure of the piece, such as claws and clasps, are still secure and are absent of any excessive signs of wear and tear. If your piece undergoes trauma we recommend an immediate assessment for any potential damage that might result in loss of, or damage to, stones set in your jewellery.

Regular jewellery inspections may help prevent the loss of a stone, maintain their appearance and extend their life.

This is why we offer a lifetime annual care package. Simply send your jewellery back to us and we’ll give it an ultrasonic clean and check that everything is structurally sound. If any potential repairs are identified we will contact you immediately with a no-obligation quotation, if it is not covered under our Manufacturer’s Warranty.

We kindly request that you cover the cost of shipping to us, and we will pay for its return after the item has been cleaned and assessed.

Once the item arrives at our premises, it will go through an inspection which takes up to 5 working days. The time needed to carry out any subsequent work on the jewellery will be advised once known, and not started until agreed upon by you.

To arrange a jewellery clean and inspection, contact us at info@marladesign.com.