Cancellation, Returns & Refunds Policy
At Andy Kashtan Jewellery, each sterling silver piece is uniquely designed and handcrafted by me, Andy Kashtan, in my London studio. Every item has its own character and finish, distinct from mass-produced pieces. I am confident you’ll love your jewellery, but please review the following policies for cancellations, returns, and refunds.
Order Cancellations
To ensure efficient processing, please double-check all details before finalizing your purchase. If you notice an error in the delivery address or need to cancel for any reason, cancellations are only possible within 3 hours after placing your order. This is the typical timeframe before the crafting process begins. To request a cancellation or change, contact me as soon as possible at info@andykashtan.com. I will confirm whether your order can be modified or cancelled.
Returns and Exchanges
Due to the personalized nature of each handcrafted piece, returns and exchanges are generally not accepted unless the item is found to be damaged or faulty. For hygiene reasons, earrings are non-returnable.
Important: If you receive a damaged or faulty item, please email a photo to info@andykashtan.com within 5 business days to arrange a repair, replacement, or refund (full or partial). Each item is thoroughly inspected and photographed before dispatch to ensure quality. Note that items damaged through accident, neglect, or misuse are not considered faulty. For such cases, I offer a repair service for a small fee to cover repair and delivery costs.
Receiving Your Order
To protect against transit damage, please inspect your order in the courier’s presence upon receipt. If items are missing or damaged but the package was not checked immediately, compensation claims may not be possible. By accepting these terms, you acknowledge that failure to inspect may release Andy Kashtan Jewellery from liability for any such loss or damage.
Return Process for Approved Returns
If we agree to a return, please send the item back in the original condition, including packaging, tags, and inserts, as received. Returns that are not in original condition may incur a deduction from the refund. You will receive the return address upon confirmation of your request:
Return Address:
3, St Aubins Court, De Beauvoir Estate,
N1 5TN, London, UK
It’s recommended to use a secure, trackable shipping method to ensure the item reaches us safely. Return postage costs will be refunded up to the value of the original Tracked & Signed service used for delivery.
Refund Process
Once your returned item is received in original condition, a refund will be issued to the original payment method within 48 hours (exceptions may apply). Please note:
- It may take up to 7 business days for your payment provider to credit your account.
- Sales taxes and customs duties are non-refundable. You may, however, be able to recover these charges by contacting your local customs office.
Additional Information
This policy does not affect your statutory rights. For any questions about our Cancellation, Returns & Refunds Policy, please contact me at: info at andykashtan.com or visit the Contact page.