Returns, Exchanges, Cancellations & Refunds

Extended Christmas Returns Policy

Applies to items* purchased between 25th October 2024 to Christmas Eve.

Can be returned for a refund or exchange until 13th January 2025.

Items must be returned in their original condition and with their original packaging. Order number, name & order date must be included.

*The extended returns policy does not apply to items on sale with 50% off or more. The standard returns policy of 14 days applies to these items. Additionally, items bought on promotion in this period (25/10/24 - 23/12/24) need to be returned in full in order to receive a refund (ie. if purchased on a free gift promo the free gift need to be returned).

Update on the return of earrings as of 7/9/23: We are happy to announce that any earrings shipped in orders from this date are now able to be safely returned/exchanged if seal is unbroken on the sealed bag. If, on return, there is any evidence of the seal having been tampered with or broken, we will not be able to accept your returned earrings due to health & hygiene reasons. (This policy only applies to earrings purchased online, earrings purchased in store are unable to be returned).

Returns Process:

All returns must be accompanied with a note detailling your full name, order number and date of purchase to enable us to process once it is returned. Please inform us via email (sales@mccloys-jewellery.com) of your return so we know to expect it.  

All returns should be posted to or be left into the following address:

McCloys
1-3 Maghera Street
Kilrea
BT51 5QL

Postage charges will not be refunded or credited, and you will need to post back at your own expense. When you receive a refund, the cost of shipping will be deducted from your refund.

If you are shipping back an item of monetary value, we advise you to use a tracked service and retain your receipt as proof of postage. We cannot be held liable for any goods lost in transit to us. The items are your responsibility until we receive them back into the McCloys Store.

Please note: We cannot collect return parcels from collection points. It is your responsibility to ensure that parcels are sent back directly to the address above. 

Order Cancellations:

• If an order is cancelled and the goods are not faulty or damaged and have been returned in a good and sellable condition, unworn and unopened with the seals and all documentation intact, the customer will be reimbursed less the delivery costs.

• Orders cancelled before they are dispatched will be refunded in full (please note we still need written confirmation of your intention to cancel so you must still email us to let us know).

• We must be informed in writing if you wish to cancel your order. This will be acceptable by email (sales@mccloys-jewellery.com)

Refunds (if applicable):

• Once we have received your return we will contact you by email (sales@mccloys-jewellery.com) to notify you if your return has been accepted or rejected.
• If your return is approved, then your refund will be processed and returned back to your original method of payment. A refund can take up to two working days to process and take approximately 5 -10 working days to be received into your bank account, depending on the bank.

• We will refund the product price but we are unable to refund any postage costs incurred returning the product. Returns can also be brought in to the McCloys store to be processed. Please take proof of purchase with you when returning items (ie. Order confirmation email).

Please note: the above refunds policy applies to online orders only. Items bought in store fall under our shop policy which can be enquired about in store.

Product Exchanges:

• If you would like to exchange a product for another please contact us by email (sales@mccloys-jewellery.com) to check product availability. If the exchanged product is available, on receiving the returned goods, we will then post out the exchanged item to your original delivery address (unless another given when contacting us). If there is a price difference where the exchanged item has a greater selling price, we will contact about the payment difference.  

• The first product exchange will be sent with no extra postage costs, however if a second or third exchange is required, standard postage costs will apply.

Late or missing refunds (if applicable):

• A refund can take up to two working days to process and take approximately 5 -10 working days to be received into your bank account, depending on the bank.

• Please note: Some refunds—those issued shortly after the original charge—appear in the form of a reversal instead of a refund in your bank account. In the case of a reversal, the original charge will drop off your statement, and a separate credit isn’t issued.

• If you haven’t received a refund yet, first check your bank account again.
  Then contact your bank/card issuer as the refund could still be processing.

• If you’ve done all of this and you still have not received your refund yet, please contact us at sales@mccloys-jewellery.com

Faulty goods, damages & wrong items sent:

• Every item is checked for quality before it leaves our premises. If an item is faulty or becomes damaged in transit, or if we send you the wrong item accidentally, it may be returned to mccloys-jewellery.com and a replacement will be sent to you at no additional cost. We will refund the cost of postage back to us, up to the value of our outgoing shipping costs. Please ensure to follow the returns process outlined above.

• Please make sure that you have put the correct postage on the returns as mccloys-jewellery.com do not collect underpaid items from Royal Mail.

• Customers are responsible for proof of delivery on all returns.