Refund policy
We want you to love your Ava Grace London pieces. Should you not, United Kingdom law entitles you to change your mind, and this page sets out precisely how that works, alongside our own returns process.
Your Right to Cancel
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel your order within fourteen (14) days, without providing any reason.
The cancellation period expires fourteen days from the day on which you, or a person nominated by you, receive the final item in your order.
To cancel, please notify us before the deadline stated above by emailing contact@avagracelondon.com with your order number and your intention to cancel. Alternatively, you may use the following model text:
"I/We hereby give notice that I/We cancel my/our contract of sale of the following goods, ordered on [date], order number [ ]."
We will email you to confirm that your cancellation notice has been received.
Returning Your Order
Once you have notified us of your cancellation, you have a further fourteen (14) days in which to return the goods to us.
Items should be returned unused, unworn, and in their original packaging with all tags attached, so that we are able to resell them, in the same way that you would be free to try on an item in a shop before deciding, but not to use it. We may make a deduction from your refund where the value of the goods has been diminished as a result of handling beyond what is necessary to establish their nature, characteristics, and function, in accordance with our rights under the 2013 Regulations.
Please use a tracked, signature-required delivery service, as we cannot accept responsibility for returns lost in transit prior to reaching us. Goods remain your responsibility until they are received by us.
Your Refund
Once we have received your returned item, or you have provided proof of postage, whichever occurs sooner, we will issue your refund within fourteen (14) days, to your original method of payment. Your refund will include:
- The full price paid for the returned item or items; and
- The cost of standard delivery on your original order, where paid. Should you have selected an upgraded or next-day delivery option, we will refund the equivalent cost of our standard delivery service.
As a gesture of goodwill, and in addition to your statutory rights, we will also cover the cost of return postage where our recommended tracked returns method is used. Full details will be provided when you contact us to arrange your return.
Should You Prefer an Exchange
Outside of your statutory cancellation right, we are also pleased to arrange a straightforward exchange, for a different size or item, should you contact us within fourteen days of receiving your order. Where a price difference applies, we will either issue an invoice for the balance or refund the difference, as appropriate.
Faulty, Damaged, or Not-as-Described Items
The rights set out above are separate from your rights should an item be faulty, damaged, or not as described. Under the Consumer Rights Act 2015:
- You have thirty (30) days from delivery within which to reject a faulty item for a full refund.
- Following this period, and up to six months from delivery, you are entitled in the first instance to a repair or replacement. Should this not be possible, or should it fail to resolve the issue, you may be entitled to a refund or a price reduction.
Should you consider an item to be faulty or not as described, please email contact@avagracelondon.com with your order number and photographs of the issue, and we will resolve this promptly, including covering the cost of return postage in such cases.
Exceptions to the Right to Cancel
In accordance with the 2013 Regulations, the fourteen-day change-of-mind right does not apply to the following:
- Pierced jewellery, including earrings, where the item is hygienically sealed and that seal has been broken or removed following delivery, for reasons of health and hygiene.
- Any item made specifically to your order or personalised on your behalf, for example engraved, monogrammed, or made-to-measure pieces, where this is clearly indicated on the product page at the time of purchase.
This does not affect your separate rights should such an item arrive faulty or not as described, as set out above.
How to Begin a Return
Please email contact@avagracelondon.com with your order number and an indication of whether you would prefer a refund or an exchange, and we will guide you through the following steps.
Company Details
Ava Grace London
9 King Street, Arundel, England, BN18 9BJ, United Kingdom
Email: contact@avagracelondon.com