Refunds and Exchange Policy

If you are unhappy with your order and wish to exchange it or would like a refund, please return the item(s) to us in their original condition, including any wrapping or branded packaging, within 30 days of purchase, or within 30 days of receipt if bought online. Please note that in this instance postage costs will not be reimbursed.

In instances where the goods delivered to you are found to be faulty or incorrect, the delivery costs charged will be included in your refund. Please include an image or a detailed description of the damage in your return.  

Items that become damaged due to general wear and tear are not considered faulty and cannot be refunded or exchanged.

When returning an item, please ensure that you clearly state the reason for returning your order. Please note that all returns, refunds or exchanges will depend on whether the item(s) are received in saleable condition.

We are unable to accept returns, refunds or exchange requests for jewelry items for hygiene reasons.

All goods returned should be sent to the following address with reference to the above terms and conditions:

Retail Office
The Wallace Collection
Hertford House, Manchester Square

When returning any items to us, please ensure you obtain proof of postage from the postal service or courier as the Wallace Collection Shop is not liable for any goods that may become lost in transit, or for any issues encountered with partnering courier services such as DHL and Royal Mail.

All refunds will be credited onto the same Debit Card, Credit Card or Paypal Account used to process the original order - refunds will be processed within 14 days of receiving the returned goods.

If you are unhappy with your order please get in touch and we'll be happy to advise you: