WE UNDERSTAND IF YOUR ITEM ISN'T EXACTLY WHAT YOU WERE AFTER OR IF THE ITEM DOESN'T FIT, AFTER ALL THE JEWELLERY MUST BE RIGHT FOR YOU!
Thank you for shopping and supporting NAKED PALM, we endeavour to do our upmost to hope you love your purchase(s), however, we understand if your item isn’t exactly what you were after or if the item doesn’t fit, after all the jewellery must be right for you!
NAKED PALM offers returns on items within 14 days of purchase with original proof of purchase. All returned items must be returned to the provided return address and in an unused, undamaged condition, packaged in all of its original packaging, to qualify for a refund.
In the event of our store receiving a non-refundable item(s), we reserve the right to issue a NAKED PALM credit note/ gift voucher or to return the item(s) to you at your expense.
If the return policy measures are met, and a qualifying refundable item (after inspection) is sent back to us, you will be refunded the full amount of the item to the original payment method used.
Original delivery fees and costs to get the item to you will not be refunded.
Customers are responsible for the return delivery fees and duty, we recommend returning items using a signed for/ tracked, insured service that provides you with a proof of postage, as we are not responsible for items that become lost or damaged in the post whilst being returned to us.
ADDITIONAL INFORMATION FOR CUSTOMERS RETURNING OUTSIDE OF THE UK:
Please send your parcel back to NAKED PALM’s returns address using normal post, please do not use a courier service. If you opt to use a courier service to return your parcel back to us we cannot be liable for any custom or import charges that may occur. We recommend using a recorded standard service and kindly ask that you mark the shipment as a ‘RETURN’ so that we are not charged custom and import tax.
In the unfortunate event that we occur any additional fees, such as customs and import tax, for receiving your return these fees will be deducted from your total refund amount and we will email you outlining the costs and reasons.
Please note as the customer, you are responsible for ensuring the return reaches our returns address safely. We are not held liable for any missing returns, we recommend you send your parcel insured, recorded and retain your proof of postage until we have confirmed safe receipt of your return.
At the moment we do not offer an exchange policy for all items, only on the same ring design for a different size. We recommend returning your item following the returns policy and re-ordering the item you wished to exchange for.
We aim to process your refund within 72 hours of your item(s) being received by us.
If you wish to receive a gift voucher for a returned item opposed to a full refund, please email us on email@example.com before you send your return. This can be extremely useful if the item was bought as a gift and you, as the gift giver are returning the item.
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift voucher for the value of your return. Once the returned item is received, a E-gift voucher will be emailed to you.
If you would prefer that the gift givers account is credited for the gift please email us on firstname.lastname@example.org, with your name and order number so we can confirm and locate the purchase details. Please also indicate that you are wanting to credit the gift givers account with your returned item(s) on your returns form that is being sent back to us in your parcel.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver (unless notified otherwise) and they will be notified of the return.
In the unfortunate event, as our customer, you have received a faulty item you are entitled to a full refund up to 30 days after receiving the goods.
Any items(s) where a fault has been caused due to a customer’s negligence, such as, but not limited to damages from wear or not following the care instructions, we will not be held responsible. Only manufacturing faults will be considered.
Please contact us at email@example.com, in your email please provide us with your name, order number as well as, as much information as you can regarding the fault, including images of the fault to enable us to advise you quickly and correctly the best method for resolution.
We aim to reply to you in an email to confirm acknowledgement of your faulty request and the next actionable steps within 2 working days. If you have not received a response from us within 2 working days and our website is not advertising any absence of ours, please continue to send us another email regarding your request.
We are not obliged to provide you a refund until we receive the item(s) back from you or we receive evidence (such as proof of postage) from you that you have sent the item(s) back to us. We extremely recommend using a secure or trackable service to send your item(s) back to us, e.g. Recorded/ Special Delivery.
We also strongly recommend retaining your proof of postage.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your original payment method, please allow up to 72 hours for us to process your return. Depending on your bank, it may take up to two billing cycles for the credit to appear on your card's statement.
If the item(s) is rejected your jewellery will be returned to you along with a letter or email outlining the reason(s).
Please come into contact with us on firstname.lastname@example.org if you are late in receiving an email notifying you that we have safely received your returned item(s).
Missing or late Refunds
Once we have processed your refund, it may take 7-10 working days for the funds to reach your original payment method, this can be heavily influenced by your bank.
For any late or missing refunds, please check your bank account once again. If the funds are still missing please contact your bank/ card company, as often there are processing times we cannot control or advise on.
For any further queries regarding late or missing refunds please continue to contact us on email@example.com and we will do our best to assist you further.
Any items purchased on sale can be returned for a full refund or gift voucher, following our returns policy.
Exchanges only apply for:
- items if they are defected or damaged (please see our faulty items guide)
- to exchange a ring for another size in the same design.
To make an exchange, please fill out your printed returns form (located in your parcel) accordingly.
If you have lost the returns form, please print another following this link, and continue to send your item to:
NAKED PALM RETURNS
153 Duchy Drive
For any further exchange queries please contact us on firstname.lastname@example.org.
Shipping a return
To return your item, please fill out your returns form. If you have lost your original form that was shipped to you with your item, they are printable by opening the following PDF.
You should mail your item to:
NAKED PALM RETURNS
153 Duchy Drive
All delivery costs and fees are non-refundable, they are payable by the customer.
We recommend using a secure trackable/ recorded delivery service and retain your proof of postage.
If items are undeliverable to you by the courier/postal services these orders will be held for a defined period of time (varies per company) for you to collect.
If uncollected items exceed this limit, they will be returned to us as the sender.
All items will be automatically refunded and returned to stock. You will be notified via email of the refund once processed.
Any additional fees incurred by an undeliverable item will be deducted from your total refund price. The ‘total refund price’ will be the cost of the item(s) at the time of purchase. In this situation we will write to you to explain and outline the refund breakdown and proof of the costs incurred.