Refund policy

 

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, 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.

To start a return, you can contact us at hello@bythefell.co.uk. Please note that returns will need to be sent to the following address: Browside Barn, High Newton, Grange-over-Sands, Cumbria, LA11 6JH

Please return your item(s) within 14 days

If your return is accepted, we’ll send you a return shipping label and we ask that you return your item within 14 days.  Items sent back to us without first requesting a return will not be accepted. 

You can always contact us for any return question at hello@bythefell.co.uk.


Returning Non-Personalised Items for a Refund

We can all be a bit indecisive every now and then - if you change your mind about an item just make sure you return it to us within 30 days in the original packaging and in a re-saleable condition.

We will process your refund directly to your debit /credit card or PayPal account within approximately 10 working days.  If 25 days have passed and you have not received your refund, please get in touch.

 

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

We try our utmost to package your items well so it arrives with you in pristine condition. However if your order has arrived damaged in transit we will sort it for you as quickly as possible. All you need to do is email us at hello@bythefell.co.uk along with an image of your faulty item and we will advise how best we can assist you.

If you return a non-personalised item to us that isn’t deemed as faulty, the return delivery charge will be at a cost to yourself and we will refund you for the product price only. When returning your item to us please enclose your original invoice (where possible). Alternatively, enclose a note with your contact and order details.

We always recommend using a tracked service to return your item if it is a valuable order or a jewellery item - we cannot be held responsible for items that go missing in the return post.


Exceptions / non-returnable items

Certain types of items cannot be returned

  1. I do not accept a return on items that are a custom piece or have been personalised unless deemed as faulty.
  2. I do not accept returns on sale items or gift cards. 
  3. Due to hygiene reasons, I cannot accept returns on earrings unless you have been sent an incorrect item or the item is deemed faulty.
  4. If you receive a one of a kind or an item that is now out of stock, unfortunately I am unable to offer a replacement however, I can offer a refund (all terms above apply).

 

Exchanges 

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

 

 

Processing your Refund


We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within approximately 10 working days. Please remember it can take some time for your bank or credit card company to process and post the refund too. 
If more than 25 business days have passed since we’ve approved your return, please contact us at hello@bythefell.co.uk.

 

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.