If you change your mind, you can return your order within 14 days. Here is how it works.
Your 14-day right to cancel
You have 14 days from the day you receive your order to tell us that you wish to cancel it, without giving any reason. To cancel, email us at contact@loyalhearts.co.uk with your order number, or use the cancellation form below.
Sending items back
Once you have told us you are cancelling, you have a further 14 days to send the items back to: Loyal Hearts – Returns, 145 Chemin de l’Hermitage, 34070 Montpellier, France. Items should be returned unworn, in their original packaging. Unless an item is faulty or not as described, the cost of returning it is yours. Our returns address is in France, so please check the postage cost before sending. We recommend a tracked service, as items remain your responsibility until they reach us.
Your refund
We will refund the price you paid for the items and the standard delivery cost within 14 days of receiving the items back, or of receiving proof that you have sent them, whichever is earlier. Refunds are made to your original payment method. We may reduce a refund if an item has been worn or handled beyond what is needed to check it.
Items you cannot return
- Items engraved or made to your personal specification.
- Earrings sent in sealed hygiene packaging, if the seal has been broken after delivery.
Faulty or incorrect items
If your item arrives damaged, faulty or not as described, contact us at contact@loyalhearts.co.uk with your order number and a photo. In most cases you will not need to send it back: once we have seen the photo, we will send a replacement or give you a full refund, as you prefer. If we do need the item back, we cover the return postage. This does not affect your rights under the Consumer Rights Act 2015.
Cancellation form
Copy this text into an email to contact@loyalhearts.co.uk:
To Loyal Hearts, 145 Chemin de l’Hermitage, 34070 Montpellier, France, contact@loyalhearts.co.uk:
I hereby give notice that I cancel my contract for the sale of the following goods: [items].
Ordered on: [date] / Received on: [date]
Order number: [number]
Name: [name]
Address: [address]
Date: [date]