We are a small family business and our reputation is incredibly important to us. We sincerely hope that every customer who shops with us, or indeed just pops in for a look around has a pleasing and positive experience which might encourage them to return. We ask that if you are unhappy with any aspect of what we do or the service / products that we supply, then in the first instance you contact us as soon as is conveniently possible so that we can investigate and get to work to find an amicable and agreeable resolution.
In an ideal world, everything runs smoothly 100% of the time, but of course we accept that things can and do go wrong but what we can promise is that we will try and resolve it for you. Please see below our Refund and Returns policy broken into sections. If you any any queries or questions in relations to this, please get in touch via email ,telephone or message us via our Facebook page.
Purchases Made in Store:
We sincerely hope that you are pleased with your purchase. If however you are unhappy with the product that we have provided to you, we will refund the price of goods returned within 14 days of the date of purchase provided they are in a saleable condition and accompanied by a valid receipt. Items returned without an accompanying receipt may be exchanged for goods to the value of the current selling price or credited to a credit note in store.
Online Returns - Please inform us ASAP but within 14 days:
If you are not completely happy with your online purchase you can return it to us, within 14 days of receipt. Provided you comply with the terms below we will refund the price of the goods:
If the product is faulty (meaning it is not of satisfactory quality, not fit for purpose, or not as described), again you can return it to us within 30 days (longer periods may in some circumstances apply under the Consumer Rights Act 2015), and we will refund the price paid plus any the delivery charge to your original method of payment. Other than in the case of faulty products, we will only accept the return of unopened/ unused products. Due to hygiene reasons, we are unable to accept returns, or provide a refund, for opened and worn earrings unless the product is faulty.
Damaged goods - Please inform us ASAP but within 14 days:
Please contact us as soon as possible by phone or email but within 14 days of receipt of your order. Failure to report a damaged item within 14 days will invalidate your right to any refund or replacement. If you are unhappy, we want to resolve this swiftly for you. Please email us with a photo of the item and explain clearly which item or items are damaged. A refund or replacement will be arranged for you. Some items will need returning back to us for this to happen so you can do so at our expense with a prepaid returns label available upon request.
Incorrect or Missing Goods - Please Inform us ASAP but within 14 days:
Please contact us by phone or email ASAP but within 14 days of receipt of your order. Failure to report incorrectly sent goods or goods missing from your order within 14 days will invalidate your right to any refund or replacement. If we have sent you the wrong goods, or if we have failed to send you goods that you have paid for (without acknowledging the shortfall on your delivery note and issuing you with a refund), we will need you to explain clearly what you have received in error or what is missing. We will arrange to send out the correct goods straight away (or alternatively issue you with a refund) and ask you to return any goods you were sent in error. The cost of returning any incorrect good will be at our expense.
Goods not as Described - Please Inform us ASAP but within 14 days:
Please contact us by phone or email within 14 days of receipt of your order. Failure to report goods not as described within 14 days will invalidate your right to any refund or replacement. If when your goods arrive they are not as we have described them on the website, or if they do not match the photograph we are displaying online, you are of course entitled to a refund or a replacement. We will need you to explain clearly what the problem is, and we will refund the price you paid for the goods or arrange for replacement goods to be sent to you. Some items will need returning back to us for this to happen so you can do so at our expense with a prepaid returns label available upon request.
Faulty Goods - Please Inform us ASAP but within 90 days:
If your item is faulty or develops a fault soon after purchase, please contact us by phone or email as soon as you notice the fault, and no later than 90 days after receipt of your goods. Since we have no way of knowing what treatment a product has received once it arrives with the customer, Gallery 172 are unable to accept responsibility for goods after more than 90 days.
We will need you to explain clearly which item or items are faulty and we will refund the price you paid for the goods or arrange for replacement goods to be sent to you. Some items will need returning back to us for this to happen so you can do so at our expense with a prepaid returns label available upon request.
Orders made in Error - Please Inform us ASAP but within 14 days:
We understand that on occasions mistakes happen and items maybe incorrectly ordered. Worry not!, we still want to help and will work with you to resolve this. Errors to orders which a result or buyer error may incur additional delivery fees. For details of such instance, please see below:
Incorrect details - Please Inform us Immediately:
If upon placing your order you realise you have entered some details incorrectly, whether product, billing, contact or delivery details, please inform us straight away by email or telephone to minimise any disruption. If your order has not yet been processed, we can try to make changes and sort everything out for you.
Unwanted or mis-ordered goods - please inform us ASAP but within 14 days:
Please contact us by phone or email within 14 days of receipt of your order.
Failure to report unwanted goods within 14 days will invalidate your right to any refund or replacement.
It may be that when the goods arrive you change your mind, or you realise you accidentally bought the wrong thing. That's OK, we all make mistakes just get in touch, explain clearly which items you don't want, and whether or not you'd like something else instead. We will ask you to return the unwanted goods to us at your own expense. Please ensure they are returned in perfect condition and packaged securely, because you will only be eligible for a refund or replacement once we have received the goods and confirmed they are in re-saleable condition.
Once we have confirmed satisfactory receipt we will as per our previous agreement either refund you the price paid for the goods or dispatch replacement goods of equal value.Should you request replacement goods of greater or lesser value, a partial refund or secure surcharge will be arranged with you.
NB: For reason of hygiene we will not accept earrings returned for any reasons other than fault or damage.
Mis-entered delivery details:
If you have entered delivery details incorrectly, we will help arrange redelivery to the correct address. Please note that depending when we are notified of this, additional delivery costs may be incurred. If as a result of incorrect delivery details a parcel is returned to us by the Post Office or one of our courier firms, we can arrange redelivery to the correct address for payment of a further standard shipping charge.
If you are asked to return goods by us, we will provide you with a prepaid returns label.
The information we need is:
Your name and order number.
Written confirmation of what items you have returned
Written confirmation of the reason for your return
Written request for either refund or replacement as appropriate.
If this information is not enclosed with any return, there maybe a delay in processing your replacement, or refund.
Proof of breakages:
Gallery 172 reserves the right to ask customers to provide photographic evidence of broken or damaged goods at our discretion.
If you have any queries or concerns in regards