Returns & Refunds
We offer a full refund within 30 days of purchase for all pieces in their original condition. Any item that is altered to a specific customer request is non-refundable.
Exempt from any refund are Bespoke commissions or any jewellery altered to a customer request.
To return an item to us
Fill out the Returns Form that is included with your delivery.
If you no longer have this form, then please download and print a copy:
Package your item/s in the original box. You can re-use the resealable envelope it arrived in to securely seal it. Follow the instructions on the Return Form to return your order back to us.
Our Return Address is:
42 Tower Bridge Road
When returning an item from overseas, please download and complete the return form.
Alex Monroe Ltd. does not accept any responsibility for return postage costs, nor for any items lost, stolen or damaged in transit. These responsiblities are those of the customer. Therefore we strongly recommend using a secure and tracked service to return the goods to Alex Monroe.
Please take care if a customs declaration form is required, to correctly mark the goods as a 'Returned Item'. This will ensure that no additional customs fees are incurred. In the instance that a item is incorrectly marked and a customs fee is incurred, this may be passed onto the customer. This may also delay the returns process.
If you are at all uncertain about how to correctly fill in the customs form, then please speak with the relevant customs or post department before returning the item. Alternatively you can contact the customer service team at Alex Monroe for further assistance on +442073786061.
Unfortunately we are unable to offer an exchange of your order. However you can return an unwanted item to us for a full refund and place a new order for an alternative item.
Any return received without a completed Return Form will result in a delay in your refund being processed, and in some circumstances may be returned to the sender.
Returns received outside of the above stated timelines are accepted at the discretion of Alex Monroe Ltd.
Refunds will be issued within 14 days of Alex Monroe Ltd receiving your return.
All refunds of undamaged and unworn products that have been correctly returned, will be credited to the customer via the original method of purchase.
Unwanted gifts and goods returned without a receipt may be exchanged for a credit note.
Returning Faulty Goods
In the rare event that goods are delivered faulty or damaged please contact our customer services department on +442073786061 or email us so we can arrange a replacement or a refund. If the package you receive is damaged or open please do not accept the delivery and contact customer services immediately to arrange a replacement. Should this occur, we will cover additional delivery costs and re-arrange delivery of a new replacement item.
Faulty items will only be accepted for return if the goods have been delivered to the customer damaged, or if a manufacturing fault occurs within the 6 months after delivery. All items that are returned as faulty will be assessed by Alex Monroe Ltd, and any item displaying damage that is deemed to be a direct result of fair wear or accidental damage will not be accepted as faulty. We offer a full repairs service for such items. There will be a small charge for this service, to cover the cost of the repair along with any shipping costs incurred.
If you have received an item as a gift and don't have a receipt, we will happily provide a credit note for the current item price. This can be used on our website against the purchase of a different item with the same or greater value.
Please note that the above terms still apply to all gift returns.
Online Order Cancellation
If you wish to cancel an order placed online at alexmonroe.com that has not yet been dispatched, please phone our customer service team on +442073786061.
Please note that once your order has been dispatched, we are unable to cancel it. Once you have received your order, you have 14 days to contact us to request a refund, then a further 14 days to return the item to us. In this circumstance, please follow the above return instructions.
The above does not affect your statutory rights.