Customer Care

Returns & Refunds

Retail returns

Retail customers may request a return within 14 days of delivery. Returned items must be in the same condition, with certificates, cases, packaging, accessories and documentation included.

How to start a return

Contact us before sending any item back. We will provide the correct return reference and discuss insured return handling. Items returned without notice may be delayed or refused where safe receipt cannot be verified.

Condition on return

Returned goods must not be worn, altered, cleaned, repaired, resized, engraved, dismantled or damaged after delivery. Watches, silverware and antiques are inspected on return before any refund is approved.

Refund timing

Refunds are issued after inspection and confirmation that the item, accessories and paperwork are complete. Bank-transfer refunds are returned to the verified payer where practical.

Exceptions

Bespoke sourcing, personalised goods, items altered at the customer's request, wholesale lots, restoration lots and business-to-business trade purchases may be excluded or subject to separate terms where permitted by law.

Damaged delivery

If a parcel arrives damaged, contact us promptly, keep all packaging, and provide photographs of the packaging and item. This helps us open an insurance claim with the carrier.