Refund policy

Damages and issues

Please inspect your order upon reception and contact me immediately if the item is defective, damaged or if you receive the wrong item, so that I can evaluate the issue and make it right.

If the item(s) received has been damaged in the post please email me photos of the damaged package so that a full refund can be issued or new items sent out to you. If your order is partly damaged but some items are in perfect condition I will send out replacements for the items that are damaged only.

Returns

I (Louise Holman Clarke) have a 30 day return policy, which means you have 30 days after receiving your item to request a return. Items sent back to me without first requesting a return will not be accepted.

In most cases (Jewellery being the exception), where the item(s) are damaged, a return will not be necessary. New items can be sent out to you or you can receive a refund in full, sending my photo proof of the damage.

Your order will usually be sent out 3 to 5 days unless I am away, or experiencing a busy period then I will advise you how long this will take.

To start a return, or query you can contact me at info@firefusionbylou.co.uk

If your return is accepted please post back to the address below. UK customer's pay the return fee of £2.70.

International and US customers pay the original postal cost for returning the items (see shipping policy.)

I do not charge re-stocking fees or time lost in re-selling the item on.

SPEYSIDE, HARLEY LANE, HEATHFIELD, EAST SUSSEX, TN218AG

You can always contact me for any return question at info@firefusionbylou.co.uk

Exchanges

The fastest way to ensure you get what you want if a return is necessary, is to return the item(s) as soon as it is accepted.

Once the return is accepted, a new order will be created, for the new item if in stock. If it is not in stock you can have a refund or accept a new product(s) to be made for you. This especially applies to custom orders.

Some of my handmade Jewellery items are unique so a replacement is not always possible, the item might be repairable I can advise which option(s) are available.

Please allow a minimum of 14 days for the jewellery custom order to be made or repaired if feasible.

Allow 5 days for non Jewellery, made to order items to be sent out.

Exceptions / non-returnable items

Unfortunately, I cannot accept returns on sale items, or gift cards.

European Union 14 day cooling off period

I do not ship in Europe at the present time.

Refunds

I will notify you once I have received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund to you.

If more than 15 business days have passed since I approved your return, please contact me at  info@firefusionbylou.co.uk