Returns conditions

This page explains what can come back, in what condition and on what terms. Everything to do with money (when, how and how much we refund) is in our refund policy.

You have 14 days, no reason needed

You can cancel your order from the moment you place it until 14 days after the day you receive it. You do not have to give a reason. If your order arrives in several parcels, the 14 days run from the day you receive the last one.

Once you have told us, you have another 14 days to send the piece back.

How to do it

1. Email contact@maisonfermoir.com with your order number, or send us the model

cancellation form below.

1. We reply with the return address and how to fill in the customs form.
2. Send the piece back in its original box, with any tags.

Your return travels from the United Kingdom to the European Union, so the parcel needs a customs declaration. Declare it as returned goods, with your order number, so that it is recognised as a return and we can match it to your order. We tell you exactly what to write.

Model cancellation form

You do not have to use this form: a clear email is enough, and it is quicker.

> To: Maison Fermoir (Vande Wiele Michael), Rue Neuve 93, 6280 Gerpinnes, Belgium — > contact@maisonfermoir.com > > I/We [\*] hereby give notice that I/We [\*] cancel my/our [\*] contract of sale of the > following goods [\*], > > Ordered on [\*] / received on [\*], > > Name of consumer(s), > > Address of consumer(s), > > Signature of consumer(s) (only if this form is notified on paper), > > Date > > [\*] Delete as appropriate.

What condition it should be in

The piece should come back unworn and complete, in its box. You can try it on as you would in a shop. If a piece has clearly been worn, damaged or comes back incomplete, we may reduce the refund by the loss in value this has caused.

Who pays for the return

You pay the cost of sending the piece back, unless it arrived damaged or is not what you ordered: in that case, we cover everything.

We recommend a tracked service. Until the parcel reaches us, it remains your responsibility.

Prefer an exchange

A piece doesn't suit you, or you are hesitating over the finish? You can exchange it instead of getting a refund, within the same time limits: 14 days from receiving it to tell us, and the piece comes back unworn, in its box.

Email contact@maisonfermoir.com with your order number and the piece you would like instead. You pay for sending yours back, as for a return; the new piece is sent to you free of delivery charges.

If it costs more, we send you a link to pay the difference. If it costs less, we refund the difference to your original payment method.

This exchange is a service we offer on top of your legal rights.

What cannot be returned

Jewellery personalised or engraved at your request cannot be returned unless it is faulty: it was made for you and no one else.

If your piece is faulty

Separately from the 14-day right to cancel, the Consumer Rights Act 2015 gives you rights if a piece is faulty, not as described, or not fit for purpose: a clasp that gives way, a stone that comes loose, a chain that breaks.

• Within 30 days of delivery, you can reject the piece and get a full refund.
• After 30 days, or if you prefer, you can ask for a repair or a replacement. If that is

not possible, or does not fix the problem, you can ask for a price reduction or a refund.

• If a fault appears within 6 months of delivery, it is presumed to have been there from

the start, unless we can show otherwise.

• After that, you may still be able to claim, generally up to six years after delivery in

England, Wales and Northern Ireland, and five years in Scotland.

In every case, we pay the reasonable cost of sending a faulty piece back.

Normal wear, and damage caused by accident or misuse, are not faults. Durability is part of the quality you are entitled to, though: if a finish fails much sooner than you could reasonably expect, write to us. The simple gestures that keep a finish looking good are on each product page, under Care.

To report a fault, email contact@maisonfermoir.com with your order number and a photo.

Once the piece is back

Your refund is sent automatically, within the time limits and to the payment method set out in our refund policy.