Collection, delivery and after-purchase support.

5. Refund Verification Process

5.1. If MrK Jewellers is awaiting payment clearance for an Online Order, we may initiate a refund verification process to verify the transaction before proceeding further.

5.2. During this process, we will:

(a) Issue a refund to the payment method originally used for the Online Order;
(b) Send you an email requesting confirmation of the refund amount, along with a request for screenshots showing both the original purchase amount and the refunded amount;
(c) Ask you to provide at least one form of identification. At our discretion, we may request additional forms of identification if deemed necessary.

5.3. Once the refund verification process is successfully completed and your Online Order is approved, MrK Jewellers will proceed with dispatching your order.

6. Product Exchange Policy

6.1. Exchanges for Online Orders may be requested only if the request is made prior to dispatch or, if the product has already been dispatched, the product is returned within 7 days of delivery in its original condition, including all packaging. Any acceptance of your exchange request will be subject to inspection of the returned items. You are responsible for any costs or damages incurred by MrK Jewellers if the returned products (including packaging) are damaged upon return.

6.2. Exchange Fees apply in the following circumstances:

(a) Before Dispatch – Change of Mind: If you request an exchange before the product is dispatched, no fee will be charged. If the value of the product you wish to exchange for is higher than the original product, you will need to pay the difference. If the value of the exchanged product is lower, we will refund the difference to the original payment method.

(b) After Dispatch – Change of Mind: If you wish to exchange the product after dispatch, MrK Jewellers reserves the right to charge a restocking fee of up to 5% of the transaction value. To return the product, you may either drop it off at any MrK Jewellers boutique or send it via courier to a MrK Jewellers boutique. Alternatively, we can arrange for a courier to collect the product at your expense.

6.3. For Health and Hygiene reasons, MrK Jewellers cannot provide exchanges for earrings or body-pierced jewellery, unless the product does not meet the requirements set forth in the Competition and Consumer Act 2010.

6.4. Custom and Altered Products: Jewellery or watches that have been altered or specially ordered/custom made cannot be exchanged.

6.5. Sale and Clearance Items: Products marked as ‘Sale’ or ‘Clearance’ and sold in ‘as-is’ condition are not eligible for exchange for any reason, including change of mind, unless the product does not comply with the provisions of the Competition and Consumer Act 2010.

7. Order Cancellation Policy

7.1 Cancellation Fees will apply under the following circumstances:

(a) Cancellation Prior to Dispatch - Change of Mind: If you choose to cancel your Online Order before MrK Jewellers has dispatched the goods, we reserve the right to charge a cancellation fee of up to 7.5% of the total transaction value.

(b) Cancellation After Dispatch - Change of Mind: Should you decide to cancel your Online Order after the goods have been dispatched, we reserve the right to recover the goods and charge a restocking fee of up to 12.5% of the transaction value. If you are unable to return the goods to a MrK Jewellers Boutique personally, you may return them via courier to any MrK Jewellers Boutique. Alternatively, we can arrange for a courier to collect the goods at your expense.

(c) Cancellation by Financial Institution: If your financial institution cancels or voids the transaction for any reason, MrK Jewellers reserves the right to recover the goods and charge a cancellation fee of up to 50% of the transaction value.

(d) Cancellation by MrK Jewellers: If MrK Jewellers cancels the Online Order in accordance with these Terms of Use, a full refund of the transaction amount will be issued to the original payment method once the goods are returned.

7.2 Additional Charges: In the event of any cancellation, including credit card cancellations, MrK Jewellers reserves the right to apply the relevant cancellation fees as stated above, and to recover the goods involved in the transaction.

8. Refunds and Returns Policy

8.1 Change of Mind Refunds: In accordance with these Terms, MrK Jewellers may offer refunds for Online Orders if you change your mind about the goods purchased, subject to the application of any cancellation fees as outlined in clauses 7.1(a) or 7.1(b).

8.2 Faulty or Defective Products: If you believe a product purchased via an Online Order is faulty or defective, MrK Jewellers will arrange for an expert or relevant brand service representative to assess the alleged fault or defect upon the return of the product.

If you are unable to return the product in person to a MrK Jewellers Boutique, you may return the item via courier to any MrK Jewellers Boutique. Alternatively, MrK Jewellers can arrange for a courier collection at your cost.

8.3 Outcome of Faulty or Defective Product Claims: If the product is found to be faulty or defective and returned in the same condition as it was dispatched:

(a) If you returned the item via courier, MrK Jewellers will reimburse you for the courier cost upon proof of receipt.

(b) MrK Jewellers will then either:

(i) replace the product with the exact same model and arrange delivery to you, or
(ii) restore the faulty or defective product and deliver it to you.

8.4 Non-Faulty or Non-Defective Products: If the product is determined to be not faulty or defective, you may either choose to accept the product or request a cancellation of the Online Order under clause 7.

8.5 Health and Hygiene Exclusions: For health and hygiene reasons, MrK Jewellers does not provide refunds or exchanges for earrings or body-pierced jewellery, unless the product fails to comply with the provisions of the Competition and Consumer Act 2010.

8.6 Sale and Clearance Products: MrK Jewellers does not offer refunds on products sold as ‘Sale’ or ‘Clearance’ stock, which are sold in ‘as is’ condition. Refunds will not be provided for these products due to change of mind, unless the product does not comply with the provisions of the Competition and Consumer Act 2010.

8.7 Refunds Process: If MrK Jewellers agrees to issue a refund, the refunded amount will be less any commissions already paid to the relevant financial institutions managing the transaction, including but not limited to your credit card provider.

9. Delivery and Shipping

9.1 Tracking Information: Once your Online Order has been dispatched, MrK Jewellers will provide you with tracking details from our courier service to monitor the delivery progress of your order.

9.2 Delivery Restrictions: MrK Jewellers does not deliver to PO Box addresses.

9.3 Insurance and Delivery Responsibility: MrK Jewellers insures each Online Order from the moment the goods are in transit until they are delivered to your specified shipping address. A signature is required upon delivery, at which point responsibility for the purchased goods transfers to you. If you have designated a recipient other than yourself (such as for a gift), you agree that their signature (or the recipient’s signature at the delivery address) will serve as proof of delivery and fulfillment, transferring responsibility for the goods.

9.4 Delivery Timeframe: MrK Jewellers strives to deliver your Online Order within 3 to 5 working days. Please note, we make every effort to dispatch orders promptly, but delivery times may vary.

9.5 Estimated Delivery Times: Delivery times are estimates and begin from the dispatch date. MrK Jewellers is not responsible for any delays that may occur during the delivery process.