Delayed/Lost items
The following is based on Royal Mail Policy:
- Royal Mail Royal Mail 48: Royal Mail says "not classed as lost until 10 working days after the due date." Unfortunately, Gauge18 is unable to consider items delayed or lost until this time has elapsed.
- Special Delivery items are "guaranteed" by the Royal Mail for next working day delivery, at the appropriate time. If your delivery is not made in this time, please contact us immediately.
- International Standard (Airmail) items are only considered lost 20 working days (ie: 4 weeks) after the due date (EU) and 25 working days (ie: 5 weeks) after the due date (rest of the world). Unfortunately, we are unable to consider items delayed or lost until this time has elapsed.
- International Sign-for items are only considered lost 20 working days (ie: 4 weeks) after the due date (EU) and 25 working days (ie: 5 weeks) after the due date (rest of the world). Unfortunately, we are unable to consider items delayed or lost until this time has elapsed.
Returns (for refund or exchange)
- Returns must be notified within the 14 day period by email to info@gauge18.com
- Jewellery should be returned to gauge18, at your own expense. For hygiene reasons, we supply earrings and body jewellery in sealed hygiene bags. Jewellery must still be in the unopened, sealed hygiene bag. Where this plastic hygiene bag has been opened, we are unable to provide a refund or to replace earrings or body jewellery. The exception to this is where gauge18 has made an error, or if the jewellery is faulty.
- All returns should include your Order Number (found on the order confirmation email) and your order email address. Without this, we may be unable to identify the returns and not be able to refund your money.
- It is the customer’s responsibility to ensure items returned are adequately packaged as replacements and refunds will only be made for jewellery that is received on time in the unopened hygiene bag, undamaged and in a saleable condition. Always keep your proof of postage.
- A refund for the jewellery will be made by gauge18 within 2 days of receipt of the returned jewellery. Normally, much sooner.
- Costs for the return are the responsibility of the customer.
- Any extra cost in the value of replacement jewellery must be paid by the customer. Any lower cost in the value of replacement jewellery will be repaid to the customer.
- International orders will require to pay for shipping of replacements.
Faulty Goods
- Faulty goods must be notified within the 14 day period by email to info@gauge18.com
- Items that we agree are faulty (or not fit for the purpose they were made for) will be replaced at no charge. We will also reimburse your return postage costs (recorded delivery only). You must send the jewellery by 1st class recorded post. For international orders, you must contact us before returning faulty items so we can agree on the best return method.
- If a replacement is not possible, a full refund (including relevant initial delivery costs) will be made. Misused or carelessly treated jewellery will not be refunded or replaced.
Damaged Deliveries
If a package arrives in a damaged condition, do not open the package, but immediately ask the delivery firm to return the package. Please also inform Gauge18