Thank you for shopping with us at Nala Kendrick. We hope that you love your purchases. However, if you do wish to return any products or request a refund or exchange, our Returns Policies are below:
Eligibility for a return:
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, and in its original jewellery box or pouch. We won't be able to offer alternative packaging, this will be the responsibility of the customer. Any items deemed in an unsaleable condition will be rejected as a return and the customer will be notified by email.
Tarnishing or discolouration due to chemical contact, perfumes, bleaching, heat exposure and general wear and tear is not a fault. Please see our jewellery care instructions on how to properly care for your items.
Please note, free items must be returned with your order. If not, any free items (as part of a qualifying purchase) granted at the time of purchase will be prorated and applied to the amount of refund.
Exceptions / non-returnable items
Certain types of items cannot be returned due to hygiene reasons, like earrings, hoops, huggies and ear cuffs, unless the item is faulty. All must be in the condition that you received them. Nala Kendrick reserves the right to refuse a refund on items deemed not to be resalable.
Unfortunately, we cannot accept returns on any sale items.
Shipping
Unless your item is faulty you will be responsible for paying for your own shipping costs for returning your item. If you receive a refund, the cost of return shipping will be deducted from your refund, unless it is damaged or faulty. Unfortunately we are unable to pay postage for any returns outside the UK, in any circumstance.
Please follow the steps below to return your parcel to us:
1. To start your return, go to Customer Returns. Alternatively email us at support@nalakendrick.co.uk to let us know you wish to return your item. Please let us know what you wish to return and the reason why.
2. Once your return is approved by us, we will give you instructions as to where to send your parcel. Then Re-pack the item in sealed bag with all packaging still attached. If your item is damaged or faulty, we will send you the adequate return postage.
3. Return the package by using the Post Office counters and obtain proof of postage from the Post Office. Please do not post the package through the post box without obtaining a certificate. You will be responsible for paying for your own shipping costs for returning your item (unless faulty). Shipping costs are therefore non-refundable. If you are returning an item back to us, we recommend using a trackable shipping service. We don’t guarantee that we will receive your returned item. Any items that do not reach us are the responsibility of the customer. If you choose to use an untracked service please keep the receipt, as proof of return.
4. Keep your certificate of postage safe as you will need this as your proof of return.
5. Once your return is received and inspected, a full refund of the item/s (excluding any delivery charges) will be processed and a credit will be automatically applied to the original payment method. It will take up to 10 working days to refund your account, you will receive an email stating your account has been credited. All parcels returned elsewhere due to the customer entering an invalid/incomplete address, the customer will incur the charge of the redelivery.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too. We aim to refund within 3-5 working days from receiving your parcel at our address, but at busy times it may take up to 10 working days.
Damages and issues
Please inspect your order upon receipt and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Changing or cancelling an order
In most circumstances, it's not possible to make changes to your order once you've placed it. However, if you do need to change details of your delivery address, remove items from your order or cancel it completely, please contact our Customer Services team as soon as possible for advice on support@nalakendrick.co.uk
If your order has already left our address for delivery to you, then you'll need to follow our Returns procedure in the event of any unwanted products.