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Frequently asked questions
What is the return policy?
Returns and Refunds Policy
We value your trust in purchasing from Gualberto Couture. Each product is individually photographed and securely sealed prior to dispatch. This seal confirms authenticity, quality assurance, and that the product remains untampered with prior to dispatch and delivery.
Right to Cancel and Exclusions
You have the legal right to cancel your contract within 14 days of receiving your product, as per UK Consumer Contracts Regulations and EU law. However, this right does not apply to the following:
Final Sale Products of personalised products
Made-to-order or personalised products
Products affected by financial market fluctuations (e.g., gold, silver, titanium)
Due to EU hygiene regulations and hygiene, we are unable to accept returns and/ or exchange on earrings and sets with earrings.
Note: Most of our product/s belong to the above categories.
How to Cancel and Return
To cancel or return an product purchased online, please contact us at support@gualberto.co.uk before returning your products. You can also fill out the 'Notice of Right to Cancel' on our website. This must be done within 14 days of receiving your order.
Products must then be returned within 14 days of this notification to qualify for an exchange or refund.
You may also fill out this form by clicking this link: Notice of the Right to Cancel.
Return Address & Contact Information:
GUALBERTO COUTURE
17 Railway Street, Poyntzpass, Newry, County Down, BT35 6SN, United Kingdom
Phone: +44 7704939627 (charges may apply)
Email:support@gualberto.co.uk
Refund Processing:
We require all Products to be returned to us prior to any refund being issued. No refund will be processed until the returned Products have been received and inspected by us. Products must be on resellable state for a refund to be issued.
Return Postage Costs:
You are responsible for return postage unless the product is faulty or misdescribed.
Shipping Recommendation:
Please retain proof of postage. We strongly recommend tracked, secure, signed-for delivery and insuring the products for their full replacement value until they reach us. We are not liable for returned products lost, stolen, or damaged in transit.
Refund Method:
Refunds will be issued to the original payment method (e.g., debit/credit card or bank transfer).
REFUND CATEGORIES
1. Where Products Have Not Been Dispatched for delivery:
Full Refund:
If you cancel your contract before the products have been dispatched for delivery, you will be entitled to a full refund of the price you paid.
Delivery Charges:
Any standard delivery charges you paid will also be refunded. If you selected a more expensive delivery option, the refund will be limited to the cost of the least expensive, common, and generally accepted delivery method we offer.
2. Where Products Have Been ALREADY Dispatched for delivery/ Or Where Products Have Been Received (Must Be Returned to Us First)
Return Requirements: Products must be returned to us before a refund is issued. We will withhold refunds until the products have been received by us or until you provide satisfactory evidence of return, whichever occurs first.
Condition of Returned Goods: Refunds may be reduced if products show signs of wear, tampering, or handling beyond what is permitted in a shop. Products returned for cancellation should remain unopened, undamaged, and in their original sealed packaging. Security tags must not be removed or tampered with.
Delivery Charges:
Standard delivery charges you paid will be refunded. If you chose a premium delivery option, the refund will be capped at the least expensive method we offer. If only part of an order is returned and the revised total falls below the free shipping threshold, the refund will be adjusted to reflect postage costs.
3. Faulty or Misdescribed Products
If your product is faulty or misdescribed, please contact us within 14 days, including a photograph if possible.
Return Requirement: Products must be returned to us before a refund is issued. We will withhold reimbursement until the products have been received by us or until you provide satisfactory evidence of return, whichever occurs first.
Condition of Returned Products:
Must be unopened, sealed, undamaged, and unworn
All packaging and tags must remain intact and untampered with
Products must not have been resized, altered, or tampered with except by us or our authorised repairers. Non-compliant returns may be refused.
After receipt of the product and Inspection by us:
We will provide a full refund, including delivery charges and reasonable return postage costs, provided that the product(s) meet the ‘condition of returned products’ as outlined above.
Products must remain in their original sealed condition.
Restocking Fee
A 20% restocking fee may apply if products require repackaging for resale. Refunds or exchanges will be processed only after we receive the goods in re-sellable condition.
Gemstone and High-Value Products
For gemstone and high-value products, all pieces are individually photographed and sealed in tamper-evident packaging prior to dispatch. We retain detailed records to verify authenticity and condition. If the seal is broken or the gemstone has been removed or tampered with, we cannot accept the product for return or refund. By placing your order, you acknowledge and accept this return limitation under UK and EU law.
International Returns
If you return products to us from outside the UK, you must ensure that the parcel is clearly marked “Return to supplier” (or wording of similar effect).
General Information
This policy is not a full statement of your rights under UK Consumer Contracts Regulations or EU law. For further information, please consult your local Citizens Advice Bureau or Trading Standards Office.
We (customer and Gualberto Couture) under a legal duty to supply products that conform to your contract and these Terms.
Delivery & Shipping Information
Gualberto Couture does not aim to profit from postage and packaging costs. Our charges are fair and simple to understand.
We prioritise Royal Mail Special Delivery orders, with same-day dispatch for orders placed by 12pm Monday–Friday or before 8am, and we aim to dispatch all other orders within 24 hours (excluding weekends and bank holidays).
What are your delivery charges?
Royal Mail First Class Delivery is FREE for all EU and UK orders over £100!
Note: Shipping fees are calculated at checkout, and we exclusively use Royal Mail services: Traced/Tracked 24 or 48, and standard delivery for 2–4 business days. Remember that Royal Mail has their own schedule and always allow for possible delays.
Please note: Royal Mail do not collect on Saturdays, Sundays, or Bank Holidays; therefore, if you place an order over the weekend, or after midday Friday, your parcel will be sent on the next business day (Monday or after the Bank Holiday).
Please note: Any UK orders that are over 2 kg will be sent using a courier company and will take 1 – 3 days to arrive (excluding weekends).
Do you deliver to the Channel Islands?
Yes, we do deliver to the Channel Islands. We charge the same rate as UK Mainland Delivery – FREE for orders over £100.
INTERNATIONAL ORDERS
All international orders will be shipped exclusively through UPS or FedEx, depending on what has been agreed with the customer prior to purchase. Customers must contact us at support@gualberto.co.uk before placing an international order so that we can confirm availability, shipping costs, and applicable terms.
Taxes, Duties, and Import Thresholds
Please note that many countries impose customs duties, import taxes, and handling fees once certain value thresholds are met. These thresholds and charges vary depending on the destination country and are set by local customs authorities, not by Gualberto Couture.
Customer Responsibility: The customer is solely responsible for paying any import duties, taxes, or charges that may apply.
Customs Clearance: Gualberto Couture cannot control or influence customs processes. Delays caused by customs inspections are outside our responsibility.
Refused Deliveries: If an order is refused or returned due to unpaid customs duties or taxes, the customer will be responsible for all associated costs, including original shipping fees, return shipping fees, and any customs charges incurred. Refunds (if applicable) will only be processed once the product is safely returned to us in its original sealed condition, minus any non-recoverable costs.
⚠️ Important:Customised items, earrings, and any other non-returnable products must always be paid for in full and are strictly non-refundable, even if customs duties/taxes are unpaid or the order is refused.
Shipping Process
International orders are shipped using tracked, signed-for courier services (UPS or FedEx). Delivery times vary depending on destination and customs processing, but estimated timelines will be provided at checkout or upon confirmation of the order. Customers are strongly encouraged to familiarise themselves with their country’s import regulations before placing an order.
Are our products lead, nickel, and cadmium free?
At Gualberto Couture, we are committed to safety. Our EU and UK-based suppliers verify that all metals used in our products are lead, nickel, and cadmium safe, complying with both EU REACH and UK REACH regulations.
Some customers may experience adverse reactions or allergies to metals used in products. While materials are REACH-compliant and meet EU safety standards, individual sensitivities may still cause allergic reactions or skin irritations. Customers with allergies should exercise caution. You confirm you have tested yourself or those who will use the items for any allergies before using our products. Any reactions are your responsibility, and Gualberto Couture™ is not liable.
Product Care
Product Care Guide
To maintain the beauty and longevity of your Gualberto Couture pieces, please follow these guidelines:
Avoid Water: Remove all jewelry before bathing, showering, or swimming.
Minimize Chemical Exposure: Keep your jewelry away from harsh chemicals, including perfumes, lotions, hairsprays, and cleaning products. Apply these products and allow them to dry before putting on your jewelry.
Prevent Damage: Take off your jewelry before engaging in strenuous activities, exercising, or going to bed. Avoid contact with hard or abrasive surfaces.
Safe Storage: When not in use, store your jewellry in a designated jewellry box or soft pouch to prevent scratches and tangles.
Keep Out of Reach: Always store jewellry away from children to prevent accidental ingestion or damage.
Material Disclaimer and Care:
While the general guidelines above apply to all our jewellry, specific materials benefit from tailored care:
Stainless Steel: Our stainless steel pieces are known for their durability and resistance to everyday wear. However, long-term condition will vary depending on how the item is used and cared for. Over time, even stainless steel may tarnish, rust, or corrode, especially when exposed to moisture, chemicals, or prolonged wear. While we maintain high-quality standards, we cannot guarantee that your item will remain in its original condition forever. We believe in transparency over false promises—and we will never compromise our honesty for the sake of a sale.
Plated Jewellery: Features a thin layer of precious metal over a base metal. Its longevity depends on careful handling.
Sterling Silver: A precious metal alloy (92.5% silver) that will naturally tarnish over time.
Product Suitability & Safety Warning: Age & Safety
WARNING!: Gualberto Couture products are intended exclusively for individuals aged 16 and older. These items are not toys and are not suitable for children, as many pieces contain small parts, sharp edges, gemstones, wires, or delicate materials that may pose choking hazards or risks of injury, especially if inserted into the ears, nose, or mouth, or used improperly.
It is the customer’s responsibility to ensure that all Gualberto Couture products are stored safely and kept out of reach of children or individuals who may be unable to handle such items responsibly without supervision.
