If you are not satisfied with your purchase, you can return your item within 14 days of receiving your order by following the returns process below.
Due to hygiene concerns, if you wish to return a pair of earrings we ask that you contact us as soon as you receive your order by emailing info@ettagray.com. The earrings must be unworn and in their original packaging.
Any items purchased in a SAMPLE SALE from our website are non-returnable. This does not apply to items purchased in our seasonal sales or promotions, only sample sales. Customers are notified at the time of purchase that these items are non-returnable. Please contact us at info@ettagray.com quoting your order number for instructions on how to return your item.
The item you wish to return must be unused and in the same condition that you received it in. It must also be in the original pouch and box provided. Items that appear worn or used will not be refunded and will be returned to the customer.
Our policy lasts 14 days. The purchased item you wish to return must be received by us within 14 days of receiving your order.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. A full refund of the item/s (excluding any delivery charges) will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 10 days.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
If you are shipping an item over £50, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item. Any items that do not reach us are the responsibility of the customer.
We cannot repair damage to any items that exceed 6 months from purchase. Any damage incurred by the customer from mis-use cannot be repaired.
Tarnishing or discolouration due to chemical contact is not a fault. Please see our care instructions on how to avoid this.
All products are covered by our standard 6 month warranty to cover any manufacturing defects. Please note the warranty is void if any damage is incurred by the customer, including any damage caused by perfumes, bleaching, heat exposure and general wear and tear. Any lost items cannot be replaced or refunded. Missing crystals are not classed as a manufacturing fault, and items with missing crystals outside the 14 day return policy but inside the 6 month warranty can be replaced free of charge, but shipping costs are the responsibility of the customer.