At Taylor & Hart, we are committed to providing you with a high-quality experience and products that meet your expectations. However, we understand that you may occasionally wish to return an item. This returns policy outlines the terms and conditions under which returns are accepted. By making a purchase, you agree to these terms.
We will always clearly inform you and ask you to acknowledge before you purchase if any part of your purchase is not eligible for a return.
– a natural diamond(s) of value greater than £20,000
– a lab-grown diamond(s) of value greater than £5,000
– a coloured gemstone(s) of value greater than £5,000
– any of the following shapes in any stone type: Old Mine, Rose Cut, Hexagonal, Old European or Kite, with a value greater than £4,000
– custom cut coloured gemstones or diamonds of any value.
Initiating a Return
If the item isn’t what you expected, your return requests must be initiated within 90 calendar days of receiving your order. To begin the process, you must contact the Customer Care Team or email customercare@taylorandhart.com stating you’d like to make a return as well as providing your order reference number. They’ll instruct you on an appropriate shipping address and shipping instructions, or how to drop off at a T&H location.
Returns must be received by Taylor & Hart no later than 97 days from receipt of your order (or 7 days after the latest return period if your order has a different returns period from the standard 90 days).
Returns received after this period will not be processed.
Customers are responsible for all return shipping costs. Regardless of the reason for the return, we ask that you follow our strict shipping instructions and courier options so as to ensure the package is secure and insured.
Taylor & Hart is not liable for items lost, stolen, or damaged during shipping if our return instructions have not been fully and accurately followed. Improperly packaged shipments will be refused upon receipt.
Returns with missing paperwork (including the diamond grading report, if applicable) or items(s) or packaging will not be processed.
Upon receiving the returned item, our quality control team will conduct a thorough inspection. This process may take up to 14 business days.
Fees
For some bespoke designs, we’ll deduct a £150 design fee from your order total, should you choose to return your item for a refund. If this applies to your order you will have been informed in advance.
When will I get my refund
Refunds will only be issued after the item passes inspection and is deemed eligible for return. Refunds will be made via the original payment method, excluding any fees.
Exchanges
We want you to be delighted with your purchase but if you do decide to exchange it for another item, you should contact the Customer Care Team or email customercare@taylorandhart.com and follow the returns process set out above. If you return your order and exchange it for another item, the replaced or newly set ring is non-returnable and non-exchangeable (unless the reason for returning is a defect).
If you choose to exchange your ring, the following fees may apply:
Engagement Rings: A £250 handling and restocking fee to exchange your engagement ring or replace your centre stone into a new design.
Wedding Rings: A £100 handling and restocking fee to exchange your wedding ring.
Sometimes, even the best gifts miss the mark. If you’d like to return your present, you should contact the Customer Care Team or email customercare@taylorandhart.com and follow the returns process set out above and the amount will be refunded to the card holder. The Customer Care Team can help you with exchanges too.
For more information on our resizing promise, visit our Resizing Policy.
Please note that if you need your ring resized by more than two sizes within six months, there may be a fee to remake the ring starting from £250 including VAT . Visit our Resizing Policy for more information.
While we hope this never happens, your item arrives damaged or defective, please notify the Customer Care Team or email customercare@taylorandhart.com within 3 days of delivery. We will assess the issue and offer a repair, replacement, or refund as appropriate. Damage caused by mishandling or improper care after delivery is not covered under this policy.
In the unlikely event of a dispute regarding a return, the matter will be resolved through mediation or arbitration as outlined in our Terms of Service. Customers agree to bear the costs associated with the resolution process.
We value your understanding of these terms, which are designed to ensure fairness and maintain the quality of our products. If you have any questions, please don’t hesitate to contact our Customer Care Team.