Alex Monroe Returns
Our Returns Policy
We offer a full refund within 30 days of purchase for all pieces in their original condition.
The following items are excluded from our returns policy: bespoke jewellery, rings made outside our standard size range, and jewellery altered to a customer’s specific request.
When purchasing a necklace with a personalised Luggage Tag Charm, please be aware that cost of the personalised tag charm is non-refundable. We will provide a full refund for the cost of the necklace.
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:
Ensure the jewellery is in the original gift box. Our shipping boxes are designed to be reusable, so please use the box it arrived in, and ensure it is securely re-sealed. Then simply follow the additional instructions on the Return Form to complete your return.
Our Return Address is:
Alex Monroe
FAO RETURNS
42 Tower Bridge Road
London
SE1 4TR
UK
International Returns
When returning an item from outside of the UK.
To ensure your return makes it back to us safely, we strongly recommend using a secure and tracked service.
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 an item is incorrectly marked and a customs fee is incurred by Alex Monroe, this may be passed back to the customer. This could also delay the returns process.
If you are at all uncertain about how to correctly fill in the customs form, then please check with your local post service or customs department before returning your item.
If you need any further assistance, do not hesitate to get in touch with our customer care team by emailing us or calling on +44 207 378 6061
Please note that our office hours are 09.30 - 18.00 GMT.
Exchanges
Unfortunately, we are unable to offer exchanges on online orders. We instead kindly request that you return your unwanted item to us for a full refund, and place a new order for the alternative item.
Important Information
All refunds of undamaged and unworn products will be credited to the customer via the original method of purchase.
We kindly ask you to ensure that returns are sent with a completed Alex Monroe Return Form, and advise that omitting this will result in a delay in your refund being processed. In some circumstances it may be that we need to return the parcel to the sender.
Refunds will be issued within 14 days of Alex Monroe Ltd receiving your return. Returns received outside of the above stated timelines are accepted at the discretion of Alex Monroe Ltd.
Returning Faulty Goods
In the rare event that goods are delivered faulty or damaged please contact our Customer Care department on +44 207 378 6061 or email us so we can arrange a replacement or a refund.
All items that are presented for return as faulty will be assessed by Alex Monroe Ltd, and will only be accepted for return if the goods are deemed to have been delivered to the customer damaged, or have a manufacturing fault. In this instance, we will repair the item wherever possible, as a strong part of our brand ethos is the importance of repairing rather than replacing, to lessen our impact on the environment.
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 repair 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, all of which will be outlined by our Customer Care team before going ahead.
If the package you receive is damaged or open please do not accept the delivery - and contact our Customer Care team immediately.
Should your order get lost in transit, we will re-arrange delivery of a new replacement item and cover any additional costs.
Gift Returns
We are happy to offer online credit for unwanted gifts, providing the item is unworn, and from our current range - in line with all other Alex Monroe terms and conditions.
In order to process this for you, we will ideally require the original order number as proof of purchase. However, if it is not possible to obtain this, please get in touch with our Customer Care team with the name and / or address of the person that purchased your gift.
Once your return is approved, your credit can be used on our website against the purchase of a different item with the same or greater value.
Online Order Cancellation
If you wish to cancel an order placed online at alexmonroe.com please phone our Customer Care team as soon as possible, on +44 207 378 6061.
If your order has not yet been dispatched, we will cancel it and issue a full refund. If your order has already been dispatched, you may return it in accordance with our 30-day returns policy.
Nothing in this policy affects your statutory rights.
EU Consumer Right of Withdrawal
If you are purchasing from an EU Member State, you have a statutory right to withdraw from your purchase within 14 days of receiving your goods without giving any reason. Alex Monroe offers a more generous 30-day returns policy on eligible items, which satisfies and exceeds this statutory right. Personalised, bespoke and other exempt items are excluded where permitted by applicable law.
