If you are not completely satisfied with your purchase, we will be happy to offer a refund, in accordance with the terms below:
-Online orders can only be refunded Online via receipt or order number.
-A full online refund (excluding original delivery charge) will only be issued if the goods are returned within 28 days of purchase and in a new, unused, saleable condition. Once received, you should receive your refund within 3-5 working days.
-Unfortunately, we are unable to offer refunds on personalised goods and sale items.
You can return your item(s), preferably in its original packaging either by post or by returning it directly to:
Pickett - Mail Order
10-12 Burlington Gardens
London, W1S 3EY
Christmas Extended Return Policy:
Non-personalised items purchased between 18th November 2023 and 24th December 2023 will benefit from our extended returns policy so you will have until 15th January 2024 to return your items.
Unfortunately we are unable to offer an exchange for any online orders. You will need to return the item you no longer wish to keep and we will refund you as soon as the item is received. Please then place a new order for the replacement item you would like to purchase. Please include your original invoice.
If you are not completely satisfied with your purchase, we are happy to offer a refund or credit note – however items must be returned in original condition within one month of purchase.
In Store Exchanges: Make sure that you bring your original receipt/invoice or gift receipt with you, as without this we are unable to process the exchange.
Unfortunately, we do not offer returns or exchanges on bespoke products.
If in the unlikely instance that your item is faulty or you are unhappy with your order, then please contact our Bespoke department directly.
Delivery & Returns Guide:
Proof of postage must be obtained – as without proof, no claim can be made for items lost or damaged in transit.
All returns should be accompanied by a proof of purchase, e.g. your packing slip or invoice, or a printout/handwritten details of your order if no packing note was enclosed. It is the customer’s responsibility to make sure the item(s) arrive with us and safely and in a saleable state.
Customers must pay the cost of returning the item(s) to us. If any parcels are lost, stolen or damaged in transit when returned, it is the customer’s responsibility to claim from the relevant courier company for their loss.
These conditions do not affect your statutory rights.
How long will it take to process my returns?
Please allow 3 - 5 working days for returns to be processed once they reach our Mail Order department and a further 3 days for any refund to appear in your account.
Personalised Item Returns:
Unfortunately, we do not offer returns or exchanges on personalised products. If in the unlikely instance that your item has been incorrectly personalised, then please contact our mail order department directly.
Faulty Item Returns:
In the unlikely case that you receive a faulty item, please contact our mail order department directly and we will accept the return or exchange of the item. We apologise for any inconvenience this may have caused.
We can offer a refund on jewellery with the exception of earrings due to health and safety.
Please contact our mail order department if you feel that the item you have purchased online is not satisfactory and we will do our best to resolve the situation as quickly as possible.
Please use the code RGR on any declaration form
If returning an item, bought from us online, from outside the UK it is very important that the customs declaration form is clearly marked as ‘RETURNED BRITISH GOODS’, also using the code RGR (Returned Goods Relief) on any customs declaration form. Should this procedure not be followed Pickett will not be liable for any customs or duties charges incurred when returning goods.
Pickett reserves the right to refuse any returned parcel that has attracted a customs charge.
Pickett would prefer the customer not to use FedEx where ever possible.
Please use the code IPR on any declaration form
When returning an item for repair or any used goods from outside the UK it is very important that the customs declaration form is clearly marked as ‘GOODS FOR REPAIR’ also using the code IPR (Inward Processing Relief) on any customs declaration form.