We hope you are happy with your purchase, however if you wish to return your piece of jewellery for any reason, you have 14 days from the date you received your order to follow the below steps.

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Please note we can only accept your return if your items are in their unworn and immaculate condition with the jewellery pouch, box and certificate included in their original state from the country that the order was delivered to.

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If the initial import duties and taxes of your order are covered by us at point of purchase, they will be deducted from your refund in case of a return.

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Bespoke jewellery or jewellery that has been resized on behalf of a client cannot be returned or exchanged.

 

Return Instructions

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Step 1

Please email us at admin@isabellaroux.com with your wish to exchange or return your item and provide us with your name, home address, order number and phone number.

 

Step 2
 

We will respond to your return request within 48 hours and provide you with our return address to post your item to.

 

Step 3
 

When packing your return to send back to us, please ensure the pieces along with original packaging and certificate are in a sturdy box and follow the packing instructions below:

• Please place the jewellery back in the Isabella Roux pouch in the presentation box along with bubble wrap or tissue paper for protection.

• Then place the certificate of authenticity and presentation box with the safely packed jewellery in another small bag or pouch before placing in a sturdy box. Feel free to reuse the shipping box you have received your order in.

• Please make sure that the jewellery and jewellery box are secure and will not move around in transit.

• After everything has been packed make sure the package is sealed securely

 

Step 4
 

We do not cover the cost of any return shipments and it is your responsibility to return the products to us safely. We recommend that you insure the return shipment and use a secure, trackable shipping method, that provides you with proof of sending as you are under a duty to take reasonable care of the goods and will be liable for damage to them until we receive them back. 

 

Step 5
 

Once we have received the order back (within 14 days from date of delivery), it will be carefully inspected. Please note we have the right to refuse your return if the jewellery has not been returned in its original condition, if part of the packaging is missing (jewellery box and pouch) or if the products show any signs of wear. 

 

Step 6
 

Once your return has passed our quality checks, we will refund you the price you paid for your order, less any duties and taxes covered by us when your order was sent to you. The same method you used to make payment within 30 days will be used. We will not be liable for any fee charged by your bank or financial institution on this refund and we will not refund the shipping costs. 

If you do not feel confident arranging the return shipment, please give us a call at +41 76 734 0884 or email us at contact@isabellaroux.com  for any assistance and advice on the safest option to return your order.