Refund policy

RETURNS

We hope you’re totally in love with your Toolally purchase. If for any reason you are not, please return your jewellery unworn in its original packaging within 14 days of purchasing for an exchange or refund. All refunds and exchanges are processed within 7 working days.

Damaged products or exchanges can be returned to us for FREE*. For all other returns, we will refund the cost of your order less the cost of the return postage – £5.00

*Free exchanges not available for products purchased in the Sale.

Gift with Purchase – Should you receive a free gift as part of a promotion, the free gift should be returned if you decide to return all or part of your qualifying order. If the free gift is not returned then the full retail price of the free gift will be deducted from any refund amount due.

Sending your item(s) back to us:

Log in to your Toolally account by clicking the 'account' icon at the top of the page. 

 

Select the order and item(s) that you would like to request a return for, along with the reason for the return, and select 'request return'.

Your return will be reviewed by a member of our team and either approved or rejected based on this Returns policy. If your request is approved you will be emailed a returns label which can be used to return the product(s) to us at any Post Office location. 

ITEMS WHICH CANNOT BE RETURNED

Personalised products. If your item has been customised to include our clip-on fastening option, we’re unable to refund the cost of the alteration.

Bespoke, made to order products.

Any product that has been used, returned without its original packaging, or is returned in an unsaleable condition.

Any product bought during a promotion (sale), indicated as an automatic discount on the site. Products bought using discount codes at checkout may still be returned.

 

EXCHANGES

Please contact customerservice@toolally.com to request an exchange.

Products may only be exchanged once. Your exchanged product can be returned for a refund less the cost of the return postage – £5.00.

 

INTERNATIONAL RETURNS

International returns should be posted back to our studio address below. We are unable to cover the cost of international returns. Toolally Jewellery, 20-22 Newtown, Barnoldswick, Lancashire, BB18 5UQ, United Kingdom. Refunds only, to exchange please re-order.

 

FAULTY ITEMS

If your order arrives damaged or imperfect, please contact us on 01282 389015 or customerservice@toolally.com stating your order number and the nature of the fault. We will then advise the best way to deal with it.

 

Within 12 months from the date of purchase, from Toolally.com

Every piece of Toolally jewellery bought online directly from us is covered by a 12 month warranty which covers manufacturing faults but excludes fair wear and tear, accidental damage or mis-use. If your jewellery needs a repair within 12 months please let us know by emailing customerservice@toolally.com and we’ll sort it free of charge.

FULL CIRCLE SERVICE

After 12 months from the date of purchase, from Toolally.com

Each Toolally piece is made here in our studio to the highest standards of craftsmanship and made to be loved for a long, long time but there may be occasions when you might need a repair after your warranty. In this instance, please contact us at customerservice@toolally.com. We’ll happily repair (and then polish to perfection) any piece for a lifetime, for a nominal cost. We’ll make sure it’s as good as new so you can love your favourites forever.

Toolally jewellery bought from other retailers

We’ll happily look after your pieces under the same terms as ours, even if you didn’t buy them directly from us. Please just get in touch with proof of your original purchase and we can take it from there!