Returns and Refunds
All Rixon Frost items are handmade using a combination of cutting edge and traditional techniques. Each piece is made of 100% recycled silver with 2.5 microns of gold vermeil plating and/or black rhodium plating (depending on the design). Every item is meticulously checked twice before shipping - once in the workshop and once before packing. It is then carefully packaged before being sent for delivery.
If either of the criteria below applies within 14 days of physically receiving your items please contact us immediately and we will cover return shipping costs and provide a full refund upon receipt of the return (as long as the items have been returned as far as possible in their original condition and packaging).
- If you receive items that you believe to be faulty*.
- If you receive an item that does not fit as shown or described**.
If you would like to make an ‘exchange’ for another (same/similar/different) item we ask that you go through the Returns and Refunds process first, and then place a new order as this will provide better protection for both parties. We will deal with it all as fast as we possibly can.
If your item shows a fault after a period longer than 14 days, but less than 1 year from physically receiving the goods, please contact us with a full description and photos and we will endeavour to resolve the issue. If you have an issue with your items after more than 1 year from physically receiving them again do please get in touch we are always keen to help.
If you have ordered items at full price and as new (i.e. the goods are not 'samples' or no sale discount or other form of reduction has been applied to the order) but you change your mind, you may return items within 14 days of physically receiving them for either an exchange (less any difference in item price and all shipping costs) or for a gift voucher with no expiration date. However we do not accept returns or exchanges on earrings due to hygiene.
How to return an item
Step 1. Email us within 14 days of physically receiving your items and let us know (according to the above criteria) the reason you need to return your item. If there is a fault please include a full description and photos of the issue.
Step 2. When we have agreed to receive the items please repackage them as they arrived. Transit can be tough on delicate items particularly earring posts so do take extra care to ensure they are protected. You can then send the items via Special Delivery and share with us the tracking number.
Step 3. Once we receive the items will issue a full refund excluding the cost of the return postage.
Step 4. If you wish to replace your items please place a new order and email us to tell us you have done so, so that we can expedite the production of your replacements.
*1. Features not considered ‘faults’
All Rixon Frost items are handmade and go through various stages of casting and construction, soldering, hand/barrel/pendant motor polishing, plating and more. Throughout this process of creating and refining, the items can pick up a range of additional ‘makers marks’. These are a natural part of the jewellery making process, they are unique to each piece, and they are the very essence of what it means when something is handmade.
Our gold and black rhodium plating is a minimum of 2.5 microns. In the case of gold plating this is also known as gold vermeil. While we carefully colour match all our items each surface will feature largely imperceptible variations in colour.
Again these variations are a natural part of the jewellery making process, they are unique to each piece, and they are the very essence of what it means when something is handmade. Plated parts of your Rixon Frost jewellery will wear gradually over time. If we judge an item to be particularly prone to wear (such as a ring) we either provide a higher level of plating or offer the item at higher prices in a variety of solid metals (for example solid gold in place of gold vermeil).
Please reach out if you’d like to discuss a replating service which will be costed to reflect shipping and labour. Alternatively you can approach your local jeweller but please note that they may not be able to match colours exactly.
**2. Fit and Description
We do everything we can to demonstrate and describe our jewellery. We offer a range of images, written descriptions, and videos. Where possible we are also happy to get on a video call with you and demonstrate the items you are interested in so you can ask further questions. Please pay close attention to these demonstrations and descriptions when you make your selection.