Refund policy

We put a lot of care and attention into everything we make and hope you will be delighted with your purchase, but should a problem occur, please contact us so we can help resolve it. Please check your purchase carefully when you receive it. In the unlikely event it is faulty or damaged upon delivery then please contact us within 7 days of receipt so we can rectify this.

Please note, all First Treasures products are personalised, bespoke or made-to-order to your specific requirements, and as such are non-refundable unless faulty or supplied incorrectly. To limit the possibility of disappointment we recommend you check your order details very carefully, particularly any engraving request.  

Incorrect products: If you receive goods which do not match those ordered, e.g. an incorrect product or engraving, then please contact us within 7 calendar days of receipt to arrange return. Providing that we determine that an error on our part has occurred, then we will arrange for replacement goods at no additional cost to you.

Faulty products: In the unlikely event that goods are received  faulty or damaged, then please contact us within 7 calendar days of receipt to arrange return. If fault is found within 30 days of your piece being delivered, the customer has the right to reject and receive a full refund. First Treasures has the right to reject a refund if no fault is found.

To start a return, you can contact us at mail@firsttreasures.co.uk. Please note that returns will need to be sent to the following address: [First Treasures, 37a The Chase, Boreham, Chelmsford, Essex, CM3 3DF]

To be eligible for a return, your item must be in the same condition that you received it. You’ll also need the receipt or proof of purchase.

If your return is accepted, we will send you instructions on how to return the product. Items sent back to us without first requesting a return will not be accepted. Should a refund be agreed, then once your return is received and inspected, we will send you an email to notify you that we have received your returned item and to notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment. This may take several days to show up on your account, depending on your bank. 

Please note postage costs will not refunded. Unfortunately, we cannot accept returns on sale items or gift cards.

You can always contact us for any return question at mail@firsttreasures.co.uk.