Refund policy

Returns and refunds

If you are a consumer and bought from us online, you can cancel your order within 14 days of receiving the goods, without giving a reason. You then have a further 14 days to send them back to us.

We will refund the price you paid, plus any standard outbound delivery charge, within 14 days of receiving the goods back.

Please inform our customer service team before returning anything, so we can help. If your item came with a box, paperwork or any other accessories, please send those back too.

We may reduce your refund if the goods have been handled more than is necessary to check their nature, characteristics and condition.

Please allow up to 10 working days for refunds to be returned to your account.

Please note our returns policy excludes items which have been personalised, engraved, adjusted, or resized.

Faulty items

If you receive a faulty item that is not as described, you have 30 days from receipt to return it.

Courier returns

  • Ensure that purchased items are sufficiently packaged and secured
  • Include a copy of your order number in the parcel
  • The return delivery address is Suttons and Robertsons, 127 Victoria Street, London, SW1E 6RD
  • The buyer pays for return shipping
  • We recommend using a delivery service which is tracked and insures jewellery, watches and handbags
  • We are not responsible if the parcel is damaged or lost when being returned

Once we receive the item(s), a member of the store team will assess them. We will then process a refund to the original payment method.

In-store returns

  • Ensure purchased items are properly packaged and secure.
  • Take your purchased items into any of our London stores.

A member of the store team will assess the item(s), and we will refund the original payment method.

Contact us

If you have any questions about our delivery or click and collect service, please don’t hesitate to contact us:

Our customer service team are available Monday to Friday 9 am – 5 pm and Saturday 10 am – 4 pm. We aim to respond to your enquiry within 1 hour during these hours.