Returns Policy

UK Mainland, Northern Ireland and Channel Islands Returns

We offer a 14 day return period for unworn purchases (excluding pierced jewellery). Please see our Terms of Sale for full terms of our policy.

In the interests of hygiene we do not offer refunds on pierced jewellery.

Engraved items are produced uniquely and therefore cannot be returned unless the product is faulty.

Unwanted goods must be returned in a fully resalable condition and any tags and all original wrapping must be intact, for example: jewellery box and ribbon.

The following information will be required when returning your goods to our Returns Centre:

Confirmation Email containing your Order Number. 

  1. Delivery Documentation containing your Delivery Number.
  2. Reference number of your query if you have previously contacted the care centre
  3. List and description of goods to be returned.
  4. Reason given for returning goods.
  5. If returning goods by post please also include:
  6. Please retain the proof of postage. This will be required in the eventuality of your returned goods not being delivered by the courier.

When returning the goods by post to our Returns Centre please note:

  1. It may take up to 10 working days for your parcel to reach us. 
  2. Returned items will be processed within 2 working days of receipt.
  3. Reasonable care must be taken when packaging the parcel and returning it so that goods are not damaged in transit.
  4. You're advised to use a carrier that offers both traceability and insurance.
  5. Please retain the proof of postage. This will be required in the eventuality of your returned goods not being delivered by the courier.

We reserve the right to refuse an exchange or refund if goods are not returned in a saleable condition or are damaged.

The goods are your responsibility until they reach our warehouse. Please ensure you package your return to prevent any damage to the items or boxes. We are not responsible for any items that are returned to us in error.

We guarantee to refund any item purchased on www.houseofava.co.uk that you are not completely satisfied with, when you return it to us in a saleable condition within 14 days of receipt.

Refunds will be credited to your original method of payment. Please allow 28 days for your refund to appear in your account.