Returns & Refunds Policy - Nolan & Hilsers Jewellers

Last Updated: June 2026

At Nolan & Hilsers, we want you to be delighted with your purchase. If you are not completely satisfied, this policy explains your rights and the process for returns, refunds and exchanges.

Your Right to Cancel (EU Customers)

If you are purchasing as a consumer within the European Union, you generally have the right to cancel your order within 14 days of receiving your goods without providing a reason.

To exercise your right to cancel, please use our Withdrawal Request page or contact us by email before the end of the 14-day cancellation period.

Once your request has been received, we will provide confirmation by email.

If you cancel your order under your statutory withdrawal rights, you must return the goods to us within 14 days of notifying us of your decision to cancel.

Refunds will be processed in accordance with applicable consumer protection legislation.

Extended Returns Period

In addition to your statutory rights, Nolan & Hilsers offers a 28-day returns period for eligible items.

To qualify for a return:

• The item must be returned within 28 days of delivery.
• The item must be unworn, unused and in its original condition.
• All original packaging, certificates, tags and documentation must be included.
• Proof of purchase may be required.

We reserve the right to refuse returns that do not meet these conditions.

Personalised, Engraved & Custom-Made Items

The statutory right of withdrawal does not apply to certain personalised or custom-made products.

The following items cannot be returned or cancelled unless they are faulty or supplied incorrectly:

• Engraved jewellery
• Personalised items
• Custom-made products
• Special-order items
• Rings or jewellery altered, resized or modified at the customer's request

If you are unsure whether an item is eligible for return, please contact us before placing your order using the contact details below or alternatively by submitting this form.

Earrings

For hygiene reasons, earrings cannot be returned or exchanged unless faulty.

Sale Items

Sale, clearance and promotional items may only be returned where required by law or where the item is faulty.

Faulty, Damaged or Incorrect Items

If your order arrives damaged, faulty or incorrect, please contact us as soon as possible.

Where appropriate, we may request photographs to help assess the issue.

If a product is confirmed to be faulty, we will arrange an appropriate remedy which may include:

• Repair
• Replacement
• Exchange
• Refund

Your statutory consumer rights are not affected.

Refunds

Once your return has been received and inspected, we will notify you of the outcome.

Approved refunds will be issued to the original payment method used for the purchase.

Please allow up to 14 business days for your refund to appear, depending on your payment provider.

Return Shipping

Unless an item is faulty, damaged or supplied incorrectly, customers are responsible for return shipping costs.

We strongly recommend using a tracked and insured postal service, as Nolan & Hilsers cannot accept responsibility for items lost or damaged during transit.

Contact Us

If you have any questions regarding returns, refunds, exchanges or cancellations, please contact:

Nolan & Hilsers
13 Castle Street
Tralee
Co. Kerry
Ireland

Email: louise@hilsers.com

Please include your order number in all correspondence.