Returns Policy

Draft — pending review. Last updated 2026-05-11.

We want you to be glad of the piece. If you are not, the law and our own preference both point the same way: a clean return, a prompt refund.

Your right to cancel

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have fourteen days from the day you receive your order to tell us you would like to cancel. You then have a further fourteen days from that notice to return the piece to us.

To start a return, write to hello@bertrams.boutique with your order number. We will reply with return instructions.

Condition of returned pieces

Pieces should come back to us unworn and in their original packaging. We may reduce the refund to reflect any loss in value caused by handling beyond what is needed to examine the piece, as the Regulations permit.

Return postage

Return postage is the customer's responsibility, unless the piece arrived faulty or not as described. We recommend a tracked and insured service. We cannot be liable for parcels lost on their way back to us.

Refund timing

We will refund you within fourteen days of receiving the returned piece, or fourteen days of you supplying evidence that you have returned it — whichever is earlier. Refunds are issued to the original payment method.

What we cannot accept back

• Pieces made or sized to order, or otherwise personalised at your request — these are excluded from the right to cancel under the Regulations.

• Earrings, once removed from their sealed packaging, for hygiene reasons.

Faulty or wrongly described pieces

If a piece arrives faulty, damaged, or not as described, please write within thirty days of delivery. We will arrange free return postage and a full refund or replacement. Your statutory rights under the Consumer Rights Act 2015 are unaffected by anything written on this page.

International orders

The same cancellation rights apply where required by the law of your country. Customs duties, import VAT, and return-shipping fees are the customer's responsibility and are not refundable.

This page is a draft, written by the studio and not reviewed by a solicitor. It will be updated once that review is complete.