Free returns via Royal Mail Tracked 24® (UK only). Lost returns are the sender’s responsibility until scanned by carrier.
You may return unworn, undamaged jewellery within 30 days of delivery. Original packaging, certificates, and tags must be included. Engraved/bespoke items are final sale. Returns initiated after 30 days incur a 15% restocking fee.
Refunds processed within 5 business days of receipt. Original payment method credited. Sale items receive store credit. Allow 3-14 days for bank processing. Damaged items: See Section 4.
Email support@itruwin.com within 30 days with order number and reason. Our concierge will reply within 24 business hours with instructions.
Pack items securely in original packaging with all certificates. Include completed returns form. We recommend £200+ insurance for high-value pieces.
Refunds processed after quality inspection at our London atelier. You’ll receive email confirmation. Repairs offered for minor defects at our discretion.
- Damaged Items Protocol
Notify us within 48 hours with photos/video. We arrange collection. Replacement or full refund issued upon verification. Excludes accidental damage.
- Late Returns (31-45 Days)
15% restocking fee deducted. Store credit only. Requires pre-authorization. Items must be unworn with original certificates.
- Lost Refund Queries
Allow 14 days for bank processing. Still missing? Email support@itruwin.com with order number and bank statement snippet for investigation.
- Repairs Over Returns
Minor defects? We may offer complimentary repair. Email images for assessment. Includes stone tightening, clasp adjustments, or polishing.
- Gift Returns Process
Original gift receipt required. Refund issued as store credit. Without receipt: Exchange only at current value. Certificate must be unaltered.
- High-Value Returns (£5k+)
In-person return to London atelier by appointment only. Requires ID verification. Refund processed same day with manager approval.