Refund policy

Returns

We have a 30-day online return policy, you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition you received it: unworn or unused, and in its original packaging, along with your receipt or proof of purchase.

You're welcome to bring a return into store at 29c–30 Crowtree Road, Sunderland during our opening hours, or post it back to us with the original packaging and proof of purchase included. Once your return arrives with us, we'll inspect it against its original condition, and our team will be in touch to let you know how we're processing it.

If you have any questions about a return, you can always reach us at hello@collinsonsunderland.co.uk. For in-store purchases, please speak to our team directly, as the process differs slightly.

Damages and issues

Please check your order as soon as it arrives, and get in touch straight away if anything is defective, damaged, or not what you ordered, so we can look into it and put things right.

Manufacturer guarantees

Many of the brands we stock come with their own manufacturer's guarantee, covering manufacturing defects for a set period. Guarantee terms vary by brand, so please ask our team in-store or check with us before purchase if you'd like the specific details for an item you're interested in.

To make a guarantee claim, you'll usually need your original receipt or proof of purchase, so please keep hold of this or pass it on if the item is being gifted.

As a general rule, guarantees don't cover damage from normal wear and tear, misuse, accidental damage, or loss of plating/colour through everyday use; this is standard across most jewellery and watch brands, not something specific to Collinsons.

Exceptions / non-returnable items

Some items can't be returned: final sale or discounted pieces, custom or personalised orders, free promotional items, and earrings (for hygiene reasons). If you're unsure whether your item qualifies, just ask we're happy to help.

We're unable to accept returns on sale items.

Exchanges

The simplest way to get what you want is to return your original item, and once that's accepted, place a new order for the piece you'd like instead.

Refunds

Once we've received and inspected your return, we'll let you know whether it's been approved. If approved, you'll be refunded automatically to your original payment method — please allow up to 10 working days for this to show, as banks and card providers can take a little time to process it on their end.