Online Purchase Returns Policy

Unhappy with your purchase?

We understand that buying items that you have not seen can be difficult. It is very important to us that you are completely satisfied with your purchase and we will gladly provide more detailed pictures and condition reports on request.

You can ask for these details by using the ‘Enquire now” facility that you will find with the description of every piece.  

You can email us direct at or you can call us on +44 (0)2081335895 or +44 (0)770263011. Please do leave a voicemail if we are unable to answer your call.  We will respond as quickly as we can. Please take advantage of all these services before you make a purchase, as we are sure that this will help you.

Once you receive your purchase please contact us immediately if you are unhappy in any way, as we would hope to be able to resolve your unhappiness.

However, if you have bought the piece online you can cancel your purchase for any reason, even if it is undamaged, PROVIDED you do so within 14 (fourteen) days of the day on which you receive the item. You will be deemed to have received the item on the day that the item is signed for irrespective of who actually signs for it if sent by signed for mail/post or on the actual day of delivery if sent by courier/shipper.

Cancellation must be done by emailing us at, giving your name, address, email address, telephone number, invoice number and stating that you are cancelling your purchase.  

Please read the email address very carefully to ensure that you use the correct one.

We will advise you of the address to which the item must be returned - failure to return it to that address will negate any entitlement to a refund.

The item must then be posted to us within 14 (fourteen) days of the day on which you told us that you were cancelling the purchase.  

You must use signed for insured priority mail unless we ask you to use another method.  

The item must be returned to us unused, in pristine condition and with all packaging and original documentation, including invoices, valuation and Certificates.

The return of the item is at your risk.

Therefore, it is essential that you package the item properly to protect it.

You must also insure it to the value of the purchase price.  

If you do not insure the item and it is lost or damaged in transit, we will be unable to make any refund to you although you may be able to claim from your carrier’s insurance.  

We will refund the purchase price of the item within 14 (fourteen) days of the day on which we receive the item in its original condition. Refunds will be made using the same payment method that you used when purchasing the item.

If you paid for the item to be delivered to you, we will refund that cost.

We will NOT refund your cost of returning the item to us.

We will NOT refund any customs and or importation duties, taxes or handling fees.

We will not be able to accept a return and will not make any refund where:-

You do not cancel within 14 days of your receipt of the item;

You do not return the item within 14 days of cancelling the purchase Cancellation is not done in the way set out above;

The item is not received by us;

The item is received but it is not in the condition that it was sent to you.

The item was personalised/customised/made for you.

Refunds may be subject to deductions for:

Currency conversion charges and any processing charges levied by the bank or PayPal with respect to your original purchase and return of the item, whether payment is made by BACS, credit or debit cards;

Any diminished value in the item resulting from your excessive handling of it (e.g. no more than would be permitted in a shop) and or any damage caused by your inadequate packing of the item when returning it to us.

Failure to return the original packaging and original documents.

Alan has over 30 years’ experience in the diamond, coloured stones, jewellery and valuation business. He was the co-owner of a leading diamond laboratory based in South Africa, grading diamonds and coloured stones to the G.I.A. system. Alan is an accredited jewellery valuator of the South African Jewellery Valuators Guild and a fine and accomplished cutter of coloured stones. He designs beautiful exclusive jewellery for clients world-wide.

Sue qualified and practised as a solicitor for many years in the UK before moving to Botswana where she continued to practise as a solicitor before opening her own consultancy business specialising in labour relations. She had the very great honour of being the first female judge in Botswana when she was twice appointed on a short-term basis to the Industrial Court bench.

We believe that you should look at every piece on its merit and that quality is not just about the age of the piece or the name of the designer/manufacturer. We also believe that collecting is about buying what you like and having the confidence to go with your instinct and mix styles and periods. Most importantly it is about having fun and enjoying your purchases.

If you have anything that you would like to sell and you think that it might be of interest to us then please contact us. A picture of the item and as full a description as possible would help us enormously. If you are also looking for something in particular, then we would love to help. Join Club Scarab and make use of our exclusive Finder Service - we never know what we are going to find on our travels!

Jewels by Scarab Arrow
Jewels by Scarab Arrow