Last updated: 23 October 2026
At Sheerman Silver, we want you to love your jewellery. Every order matters to us, and if something isn’t right, please get in touch so we can help.
This policy explains how returns, cancellations and refunds work when you shop with us.
Many of our pieces are personalised or engraved especially for you.
Under UK consumer law, items made to your specifications or clearly personalised are generally exempt from the usual 14-day cancellation right for online purchases. This means we cannot normally accept returns simply because you have changed your mind about a personalised or engraved item.
However, this does not affect your legal rights if an item is faulty, damaged, not as described or otherwise fails to meet your statutory rights.
Please check your personalisation details carefully before placing your order, as we want your jewellery to be just right.
For non-personalised items purchased online, you generally have 14 days from the day after receiving your order to tell us you wish to cancel.
Once you have notified us, you will normally have a further 14 days to return the item.
Items should be returned unused, in their original condition and, where possible, in their original packaging.
Unless the item is faulty or we have agreed otherwise, you will be responsible for the cost of returning an item when cancelling because you have changed your mind.
Where a cancellation right applies, refunds will include the standard delivery charge paid on the original order. If you selected a more expensive delivery option, we will refund only the cost of our standard delivery option.
We want you to receive your jewellery in excellent condition. If your order arrives damaged, develops a fault or is different from what you ordered, please contact us as soon as possible.
Email us at sheermansilver@gmail.com, including your order number and a description of the problem. Photographs can also help us understand the issue.
We will assess the problem and work with you to resolve it in accordance with your consumer rights. Depending on the circumstances, this may include a repair, replacement or refund.
You will not lose your legal rights because an item is personalised or engraved. Where a return is needed because an item is faulty or incorrect, we will explain the next steps and cover reasonable return costs where required by law.
Before sending anything back, please contact us at sheermansilver@gmail.com with:
Your name and order number
The item you wish to return
The reason for the return
Please wait for our reply and return instructions before posting your item.
We recommend using a tracked delivery service and keeping your proof of postage. Please package your jewellery securely so that it is protected during transit.
Once we have received and checked a returned item, we will contact you about the outcome.
Where a refund is due, it will normally be made to the original payment method. The time it takes for the funds to appear in your account may depend on your bank or payment provider.
Where the law requires a refund within a particular timeframe, we will comply with that requirement.
If you would like to exchange an item, please contact us before returning it. We will explain what options are available.
Personalised or engraved items cannot normally be exchanged simply because you have changed your mind, but we will always address any issue involving a fault or an error on our part in line with your legal rights.
If you have any questions about returns, cancellations or refunds, we’re happy to help.
Sheerman Silver
Email: sheermansilver@gmail.com
Thank you for shopping with Sheerman Silver.
With thanks,
Bridget.
