Refund policy

Returns & Refunds

Russo Fine Jewels – London, United Kingdom

At Russo Fine Jewels, we want you to feel completely confident and delighted with every piece you choose. If your jewel isn’t quite right, we’re here to help make the return process as smooth and elegant as possible.

1. Our Return Window

If you wish to return an item, please contact us within 10 days of delivery.

Email: info@russojewels.com

  • Your order number

  • Your contact details

  • A brief explanation of why you’d like to return the item

Once we receive your request, our team will confirm your eligibility and provide clear instructions on how to return your piece. Where applicable, we will also provide a return shipping label.

2. Return Eligibility

To qualify for a refund, returned items must meet all of the following conditions:

  • Unused and unworn – the item must show no signs of wear.

  • Unaltered – no resizing or modifications carried out after purchase (unless done by us and agreed in advance).

  • Undamaged – in the same condition in which it was received.

  • Original presentation – returned in the original Russo Fine Jewels packaging, with all boxes, pouches, certificates, and any tags intact.

  • Same country return – the item must be returned from the same country to which it was originally shipped (unless otherwise agreed by us in advance).

We reserve the right to refuse returns that arrive damaged, show signs of wear, or do not meet the conditions above.

3. Items That Cannot Be Returned

To protect the integrity of bespoke work and hygiene standards, the following items are non-returnable unless they are structurally faulty:

  • Custom-made or bespoke pieces

  • Special orders (items sourced or made specifically for you)

  • Items that have been resized, engraved, or altered at your request

If you are unsure whether your item counts as bespoke or special order, please contact us before purchasing or returning.

4. International Returns & Duties

For orders shipped outside the UK:

  • Return shipments may incur import/export duties, VAT, or customs fees when re-entering the UK.

  • Any such charges applied to the return will be deducted from your refund.

It is the customer’s responsibility to ensure the return shipment complies with the import and export regulations of both the originating and destination countries. Russo Fine Jewels is not responsible for any delays, duties, or charges arising from non-compliance.

5. Your Responsibility & Return Shipping

Until your jewellery reaches us and has been inspected, it remains your responsibility.

  • We strongly recommend using a tracked and fully insured shipping method for returns.

  • Please pack the item securely in its original packaging to protect it in transit.

If we provide a return shipping label, we will advise you on how to arrange collection or drop-off. If you choose to use your own shipping method, you are responsible for all associated costs and insurance.

6. Refunds

Once your return is received and inspected, we will confirm approval (or rejection) of your refund via email.

  • Approved refunds will be issued to your original method of payment.

  • Please allow up to 10 business days from the date of approval for the refund to appear, depending on your bank or card provider.

Refunds do not include:

  • Original shipping charges

  • Import duties, VAT, or local taxes paid at checkout or upon delivery

  • Any return duties, customs fees, or handling charges incurred when the item is sent back to us

Where applicable, these amounts will be deducted from the total refund.

7. Exchanges & Ring Resizing

If your ring is the wrong size, we are happy to assist:

  • London clients – you are welcome to visit our Kensington boutique so we can check your size and discuss resizing options. Standard sizing usually takes 8–10 days.

  • Eternity rings – may require a new ring to be made, which can take 4–6 weeks and may be priced differently depending on gemstone size and metal weight.

  • International clients – we can help arrange resizing through trusted local craftsmen or advise on secure shipping to an approved workshop.

If you wish to exchange an item rather than receive a refund, please mention this in your return email and we will do our best to accommodate your request.

8. Faulty or Damaged Items

We carefully inspect each piece before it leaves our boutique, but in the rare event that you receive a damaged or faulty item:

  • Please email info@russojewels.com within 48 hours of delivery.

  • Include your order number, clear photos of the issue, and a description of what you have noticed.

Once assessed, we will guide you through returning the item and will offer a repair, replacement, credit, or refund, depending on the situation.

9. Natural Gemstones & Handcrafted Variations

Many of our jewels feature natural gemstones and diamonds and are crafted by hand. For this reason:

  • Variations in colour, inclusions, and small differences in cut are part of the natural character of gemstones and are not considered faults.

  • Handcrafted pieces may display subtle artisanal variations that make each piece unique.

If a gemstone or piece is simply not to your personal taste, you are welcome to return it under our standard return policy (subject to the eligibility conditions above).

10. Need Help?

If you have any questions about your return, refund, or the condition of your jewellery, we are always here to help.

Email: info@russojewels.com