Returns, refunds and exchanges
Changed your mind? Don't worry.
What is your returns policy?
We’re confident you’ll love your Loupe purchase but just in case it’s not quite perfect for you, we’ll happily accept your return. Just make sure that the product is in its original packaging and accompanied by proof of purchase (receipt or despatch invoice) and return the unworn item to us within 30 days. For more details on our returns policy please click here.
What is your return policy on earrings?
We will be happy to offer a refund or exchange on earrings providing they are unworn, within 30 days of purchase and you have your proof of purchase and original packaging.
We cannot accept returns on special or personalised orders.
What items cannot be returned?
Personalised/altered items, items made to your requirement (special orders), Loupe gift cards or any items which have been worn, are past 30 days of purchase or do not have their proof of purchase or original packaging are all exempt from returns.
How does a gift receipt work?
Gift receipts can be obtained in our boutiques if you request one at the time of your purchase. If the gift isn’t quite perfect, the recipient can obtain an exchange providing the item is in line with our returns policy.
What is your policy on goods with an established manufacturing fault?
Our policy is in line with the Consumer Rights Act 2015 for purchases made after the 1st of October.
If your item has been assessed by us and a manufacturing fault is established, please rest assured we will offer options in line with your consumer rights.
How can I return my item?
We offer free returns by post for all online orders within the United Kingdom.
To return your item by post, please follow these easy steps:
● Detach the pre-paid returns label from the bottom of the
invoice/receipt and complete the returns information
● Package your item up, ensuring the completed invoice is included in the parcel and the pre-paid returns label is displayed clearly on the outside of the parcel
● Take the item to the Post Office and ask for proof of postage
Can I return online purchases to a boutique?
Providing your item was paid via debit or credit card online and in line with our returns policy, our Loupe consultants will be happy to facilitate a return.
If your item is purchased via a different payment method online such as finance or PayPal, the product must be returned to our website returns team. Instructions can be found at the following link: https://loupe.co.uk/returns.
What should I do if my order has arrived damaged?
If your product has been subject to accidental damage or impact, this will be sent to the manufacturer or our trusted goldsmith for them to provide an estimate for repair.
Can I track my return?
Our returns labels are fully trackable with Royal Mail, please obtain your proof of postage at the post office which will allow you to track your return.
Have you received my return yet?
Please allow 3-5 workings days upon receipt of you returned item for our team to process your return. You can track your return using the reference on your proof of postage which you’ll need to obtain at the post office.
As soon as your return has been processed, you will receive an email to let you know.
When will I receive my refund?
Your refund will show back in your account within 3-5 working days from being processed.
What should I do if I haven’t received my refund?
If you haven’t received your refund after the end of 5 working days, please contact us on 0800 316 4058, 9am-5pm, Monday-Friday and the team will be happy to help. We would also recommend contacting your bank.
Can I return purchases made on finance?
Yes, providing they are in line with our returns policy- you can find all the details here.