MAVISSE customer care
Returns & refunds
Not quite the one?
We hope you love your MAVISSE jewellery. If your piece is not quite right, you will find the steps, return details and refund information here.
Let us know within 14 days after the day your eligible item arrives.
You pay return postage if you change your mind.
Your refund goes back to the way you paid. No restocking fees.
How to return your piece
A few simple steps.
Let us know
Email info@mavisse.co.uk with your order number and the items you wish to return within 14 days after the day you receive them. You do not need to give a reason.
Pack & send
Send your eligible item to our Czech Republic returns address within a further 14 days of telling us. Pack it securely and keep your proof of postage.
Receive your refund
We will refund your original payment method without undue delay, no later than 14 days after we receive your item or, if earlier, your evidence of posting it back.
You do not need our approval or a return reference to exercise your statutory right to cancel. You are welcome to contact us for help with the next steps.
Before you post
Where to send your return.
For change-of-mind returns, you pay the direct cost of sending your parcel from the UK to our returns address in the Czech Republic.
Choose a suitable postal or courier service, keep proof of postage and check any packaging or customs-documentation requirements with your carrier.
Royal Mail international posting guidance (opens in a new window)Your returns address
Mavisse/Roman RoudnickýMalá Lečice 39
Bojanovice, Nový Knín
262 03
Czech Republic
Please do not send your return to the sender address on the original parcel. Our fulfilment partner cannot process returns sent directly by customers.
The details, made clear
Before you return.
What condition should my item be in?
You may handle jewellery as you would in a shop to understand its nature and characteristics. We may deduct an amount if handling beyond this has reduced its value. Original packaging is appreciated, but is not required for your statutory cancellation right.
Can I return earrings?
Eligible earrings may be returned under our change-of-mind terms. We do not currently apply a separate hygiene-seal exclusion to earrings. Your rights for faulty, damaged or incorrectly described items remain unaffected.
What about personalised jewellery?
The change-of-mind cancellation right does not apply to items made to your specifications or clearly personalised for you. Choosing a standard, pre-made item or a stocked variant does not automatically make it personalised. Your rights for faulty or not-as-described items still apply.
My item is faulty, damaged or incorrect.
Email us with your order number and a description of the issue before sending the item back, so we can arrange the appropriate next steps. Photos can help, but are not a condition of contacting us or exercising your rights. We cover reasonable return costs where required for a valid claim.
Tell us about your itemCan I exchange my item?
We do not offer direct exchanges. If you would like a different piece, return an eligible item for a refund and place a new order. Your statutory rights if the original item is faulty or not as described are unaffected.
Do I need a return reference?
No. Email us to say that you wish to cancel and identify your order and the items you wish to return. You do not need to wait for approval or a return reference. We are here to help if you have questions about posting your parcel.
After your return
Your refund, explained.
Refunds are returned to your original payment method. We do not charge a restocking fee.
- When will I be refunded?
- Without undue delay and no later than 14 days after we receive the item, or, if earlier, 14 days after you provide evidence that you have sent it back.
- What will be refunded?
- For an eligible cancellation, the price paid for the returned item. Where applicable, we also refund the original delivery charge up to the cost of our least expensive standard option. Extra charges for a more expensive delivery service are not refunded. A deduction for reduced value may apply as explained above.
- When will it appear in my account?
- Your bank or payment provider may need additional time to show the refund after it has been processed.
The full details.
This page summarises our returns process. You can read our current Refund Policy below, including the conditions and your statutory rights.
Read our full Refund Policy
Refund Policy
Changing your mind
If you buy an eligible item online, you can cancel your order within 14 days after the day you receive it. You do not need to give a reason.
To tell us you wish to cancel, email info@mavisse.co.uk with your order number and the item you wish to return. You do not need to wait for us to approve your cancellation or issue a return reference.
After telling us you wish to cancel, you have a further 14 days to send the item back.
Returns to the Czech Republic
Please send returns to:
Mavisse/Roman Roudnický, Malá Lečice 39, Bojanovice, Nový Knín, 262 03
For change-of-mind returns, you are responsible for the direct cost of posting the item from the United Kingdom to our returns address in the Czech Republic. You may choose a suitable postal or courier service.
You can check Royal Mail’s international posting options to the Czech Republic here:
https://www.royalmail.com/sending/international/country-guides/czech-republic
We recommend obtaining proof of postage and keeping it until your refund has been processed. Before posting, check any packaging or customs-documentation requirements with your chosen carrier.
You are welcome to email us for return instructions, but you do not need a return reference or our approval to exercise your statutory right to cancel. Please do not send the item to the sender address on the original parcel: our fulfilment partner cannot process returns sent directly by customers.
Condition of returned items
Please handle the item only as you would be able to in a shop to establish its nature and characteristics. We may make a deduction from the refund if the item has lost value because it has been handled beyond what is necessary for that purpose.
Original packaging is appreciated but is not required to exercise your statutory cancellation right.
Refunds
For an eligible cancellation, we will refund the price paid for the returned item. Where applicable, we will also refund the original delivery charge up to the cost of the least expensive standard delivery option we offered for the order. If you chose a more expensive delivery service, we do not refund the additional cost of that service.
We will refund you to the original payment method without undue delay and no later than 14 days after we receive the item back, or, if earlier, 14 days after you provide evidence that you have sent it back.
We do not charge restocking fees. Your bank or payment provider may take additional time to show the refund in your account.
Personalised items
The change-of-mind cancellation right does not apply to items made to your specifications or clearly personalised for you. Choosing a standard, pre-made item or a stocked variant does not automatically make it personalised.
This exception does not affect your rights if an item is faulty, damaged, incorrect or not as described.
Earrings
We do not currently apply a separate hygiene-seal exclusion to earrings. Eligible earrings may be returned under the change-of-mind terms above. Your statutory rights for faulty, damaged or incorrectly described items are unaffected.
Faulty, damaged or incorrect items
If an item is faulty, arrives damaged, is incorrect or is not as described, email info@mavisse.co.uk with your order number and a description of the issue. Photos can help us assess and resolve the issue more quickly, but they are not a condition for contacting us or exercising your statutory rights.
Please contact us before sending a faulty or incorrect item back so we can explain the appropriate next steps and arrange any necessary return. We will cover reasonable return costs where required for a valid faulty, damaged, incorrect or not-as-described claim.
Exchanges
We do not offer direct exchanges. If you want a different item, you can return an eligible item for a refund and place a new order. This does not affect your statutory rights if the original item is faulty or not as described.
Your statutory rights
Nothing in this policy affects your statutory rights under the Consumer Contracts Regulations 2013 or the Consumer Rights Act 2015.
Nothing on this page affects your statutory rights under the Consumer Contracts Regulations 2013 or the Consumer Rights Act 2015.