Durham Rose Returns Procedure
We want to ensure that any items you send to us at Durham Rose are received in the same condition that you sent them in. Please follow the following steps to ensure that your piece(s) of jewellery can be returned to us using our fully insured method.
You must use the Royal Mail special delivery service and ask for the £2,500 compensation option. The usual cost of using the service is £8-£9 depending on the weight of the parcel. There is no need to pay for a Saturday delivery or pre-9am service as Royal Mail will not deliver parcels to us on a Saturday or before 9am.
Please pack your parcel appropriately so that it will not get damaged in transit. We suggest using the ring box yours was delivered in a padded envelope. We suggest that any jewellery should be packed in such a way it cannot rattle during transit as this can lead to undue damage.
It is very important that the parcel is being packed in a tamper-proof envelope and/or packaging. Royal Mail provides tamper-proof bags free of charge for this service.
We need you to provide three photos:
1. Photo(s) of the piece(s) being returned
2. Photo(s) of the parcel packed in its tamper-proof bag on the scale at the post office
3. Photo of the receipt that clearly shows the tracking number on it
Our insurance will be invalid if this condition is not met.
Please note that the Post Office may query the contents of the parcel. Please do not be alarmed by this request. Please just state the contents are jewellery. The post office need to check that you are not sending hazardous items such as flammable or explosive products.
This method of return is for packages that have a value of £15,000 or less. If your item is more than £15,000, your designer will give you additional instructions.
All items that are to be returned to Durham Rose, please post to this address:
14 East Bay Lane