Returns Policy

At Silver Heart we understand that sometimes you need to return an item.

If you are not completely satisfied with your item, you may return any item, at your cost, within 14 days of receipt for a full refund or exchange. If you are buying an item as a christmas gift, this is extended until 9th January 2017

All goods should be examined at the time of receipt, and any problems or faults need to be reported within 14 days.

All goods should be examined at the time of receipt, and any problems or faults need to be reported as soon as possible.

If you wish to return an Item of Jewellery or Clothing:

Email: info@silver-heart.co.uk letting us know your order number and we will email you back a returns number that you'll need to include in the package, and the address to return the item to.

Any item you wish to return must be in as new condition, with all tags and packaging included. If your item has arrived damaged or defective, please include all packaging, pieces etc.

Kindly also provide instructions on whether you would like a refund or if you want us to exchange the item for another size and we will do so as quickly as possible.

Returns need to be received back by us within 14 days of receiving your order. Four days should be allowed for postage, so please make sure your item is posted within 10 days of receipt. We will always make allowances for disruption to postal services and airlines which might affect your return getting back to us.

We'll send you an email to let you know when your return has been received.

Note: Earrings & Hygene Regulations

Any earring for pierced ears may not be returned unless defective.

Returning New Rock Footwear, Clothing & Accessories.

New Rock items have to be returned to the New Rock factory in Spain.

If you wish to exchange or return your New Rock boots for a different size or style, we can arrange collection and exchange for another pair for £25 (in UK and Mainland Europe, for other locations please ask), please contact us for full details if you wish to use this service. This usually works out cheaper than you paying delivery charges to Spain yourself, and results in a faster exchange.

If you wish to return your New Rock boots for a refund, we can arrange collection for £20 (in UK and Mainland Europe, for other locations please ask), we'll arrange a collection and refund you your order amount minus the £20 when the boots are received. Please contact us for full details if you wish to use this service. This usually works out cheaper than you paying delivery charges to Spain yourself, and results in a faster exchange.

Please note that for returns or exchanges because of manufacturing defects, or the incorrect size or style being supplied, this is offered by New Rock as a free service. Please contact us for further information.

Please note that new rock boots are hand made from natural materials, as as such some variation may occur in the leather or colour.

 

Important Information for Custom Made New Rock Footwear, Clothing and Accessories.

These items are manufactured just for you, and as such you cannot return them unless there is a manufacturing default with them. Please be extra careful when placing an order for Custom Made styles when selecting your size.

Custom Made styles are those that have 'Custom Made' on a blue corner 'sash' at the top right of the product image in the listing pages, and / or "AVAILABLE ON: XX Days Custom Made" next to the size on the product detail / ordering page.

 

Non-UK returns

For orders shipped to addresses outside the UK we need to receive your return within 20 days. 10 days should be allowed for postage, so please make sure your item is posted within 10 days of receipt. We will always make allowances for disruption to postal services and airlines which might affect your return getting back to us.
You'll need to pay return postage for all orders sent outside the UK. Please mark your package clearly as 'RETURNED GOODS' to avoid delays at customs. We suggest you use an insured, traceable shipping method and keep your shipping documentation so that you can make a claim with the carrier if it gets lost.
We'll send you an email to let you know when your return has been received.

 

Distance Selling Regulations

In addition to our returns policy, the Distance Selling Regulations state all countries within the EU have a cooling off period of 14 working days to cancel your order.

Please note all returns and exchanges are the customer's responsibility.  We recommend for any returns that you use ROYAL MAIL TRACKED service to post your item back to us.

We will inspect all returned goods and ask that you return the item in its original condition. If the item is damaged or soiled we will not be able to accept the return. We will not under any circumstances accept return of underwear or undergarments or socks that have been worn or tried on due to hygiene rules.

  • Under most circumstances we aim to refund the next working day after receiving the item. receiving the returned items, however please allow up to 30 working days after we have received the item.
  • We will refund the amount on to the original card or to the original PayPal account from which the payment was received.
  • In the unlikely event that you are returning an item to us because it was either faulty or we sent the wrong item, please contact us and we will reimburse you the cost of postage.
  • If we are unable to exchange the item we will inform you via email and refund your postage.