WHAT IS YOUR ONLINE RETURNS POLICY ?
Returns & Exchanges
We hope you are delighted with your order. However, if not don’t worry, just send it back to us within 28 days and providing it is in it's original condition, we’ll gladly refund or exchange it for you.
Our address is:
The Hidden Jem
44 Clifton Street
We recommend you obtain a proof of postage.
Once we have received your returned item(s), we will process it as quickly as possible. However, if we’re really busy, it can take up-to 7 days from the date of receipt, or up to 10 days during the busy Christmas and Sale periods. Should you have any queries about the status of your return, please contact us on 01253 737 222. If you prefer to return an item to our shop, we can also offer you a credit note. Sadly, we cannot process refunds in our store for orders placed online.
We really hope that your order arrives in one piece, but in the event of any products being faulty, we will cover the cost of the postage (up to £10 for UK and up to £20 for the Rest of the World) and either refund or exchange the products for you. If you send us a picture of the broken item(s) to with a note of the details we may just ask you to dispose of the item(s) and we'll either exchange or replace the product(s) for you.
If you are returning products that are not faulty, then the cost of returning the product to us is your responsibility.
Before returning any undamaged or non-faulty items to us, we do ask that it is in the same condition as when you first bought it, ensuring the tags are still attached. Please ensure you have taken reasonable care to make certain that it is returned safely and not damaged in transit. Please include original packaging where possible.
Providing you have proof of purchase, we are happy to offer a refund or exchange on faulty or damaged goods for up to 30 days.