Refund policy
Returns & Exchanges
We hope you are happy with your order. However, if you change your mind or an item isn’t suitable, we are happy to offer a refund or exchange on eligible items.
Our 28-Day Returns Policy
Non-personalised items may be returned for a full refund or exchange within 28 days of purchase.
Items should be returned in their original packaging and in a condition suitable for resale.
Please email hello@carriagetrade.co.uk before returning your order where possible, quoting your name and order number. If you would like an exchange, please also let us know which item you would like instead.
Please include a note inside your return with your name and order number so that we can identify your order.
We recommend obtaining proof of postage when returning an item. Unless the item is faulty or has been supplied incorrectly, the cost of returning the item is the customer’s responsibility.
Once your return has been received, your refund will be made to your original payment method within 10 working days.
Personalised & Engraved Items
Items that have been engraved or otherwise made specifically to your individual specifications cannot be returned or exchanged because you have changed your mind, unless they are faulty, damaged or not as described.
As part of our own returns policy, personalised charm jewellery may be returned within our normal 28-day returns period, provided it meets the return conditions above.
Your statutory rights in relation to faulty, damaged, incorrectly supplied or misdescribed goods are not affected.
UK & EU Cancellation / Right of Withdrawal
If you are a consumer purchasing online, you may have a statutory right to cancel your purchase.
For eligible goods, UK consumers generally have 14 days from receiving their order to notify us that they wish to cancel. They then have a further 14 days to return the goods.
EU consumers also have a statutory 14-day right of withdrawal for eligible online purchases, beginning when the goods are received.
Where a statutory right of cancellation or withdrawal applies, you may notify us by email at hello@carriagetrade.co.uk or, where available, by using the online withdrawal function provided on our website.
You do not need to give a reason for exercising your statutory right of withdrawal.
The statutory right of withdrawal does not apply to goods that have been made to your specifications or clearly personalised, including items engraved specifically for you.
This exemption does not affect your rights if personalised goods are faulty, damaged, incorrectly supplied or not as described.
Our own 28-day returns policy may give you additional rights beyond your statutory cancellation rights, including our decision to accept returns of personalised charm jewellery as described above.
Refunds Following Statutory Cancellation
Where you exercise a statutory right to cancel or withdraw from an eligible order, we will refund the amount required by applicable consumer law, including the cost of our standard delivery service where applicable.
We may withhold the refund until we have received the goods back or you have supplied evidence that you have returned them, where permitted by law.
You are responsible for the direct cost of returning unwanted goods unless the goods are faulty, damaged, incorrectly supplied or we have agreed otherwise.
You should take reasonable care of goods while they are in your possession. We may make a deduction from a refund where permitted by law if the value of the goods has been reduced as a result of handling beyond what is necessary to establish their nature, characteristics and functioning.
Return Address
Please send returns to:
The Carriage Trade Company Ltd
23 Craigleith Hill Gardens
Edinburgh
EH4 2JB
United Kingdom
Please obtain proof of postage and keep it until your return has been processed.
Nothing in this policy affects your statutory rights as a consumer.