Returns

1. Is your order not what you expected? at Caotic, we are happy to accept returns if you've changed your mind within the first 14 days from delivery date.
2. Faulty Item. Once you receive your order, the item is already faulty.  

• You could Exchange an item in case of; ​

1. I chose the wrong size and I’d like to change it.
2. The item is not how it looks like on the picture and I’d like to exchange it with another one.

• Refunds or exchanges can be requested within 14 days after delivery date. If you choose to change your item outside of the 14 day refund policy, no refund will be offered for the changed item unless the product is faulty. Make sure the product is in its original packaging and is accompanied by proof of purchase (receipt or shipping invoice) and returns the unused item within 14 days.

• Unfortunately we can't accept returns of any item that has been used due to hygiene reasons. We can't accept articles that have been recorded, personalized or altered.

• Replacing the item or get your money back does not apply to defects or damages caused by accident, negligence or misuse.

• When you want to exchange your item, and unfortunately, we don't have the same piece in the warehouse, we will try to place an order through our supplier directly to you. In such cases, please get in touch with us first, we will be happy to assist you.

• Bear in mind that: when processing your return or exchange, we must talk to you before we can complete the process. If we can not communicate with you within 14 days of receiving your item (s), we will return it to the delivery address linked to the order number.

• If the price of the new item exceeds the original price of the original one, the difference will have to be paid. If the price of the new item is lower than the original price, the difference will be refunded to the card used previously for the original order.

• CAOTIC JEWELRY LTD is not responsible for items lost or stolen in transit if they are not returned through Royal Mail. Please note that unidentified returns will be returned to the sender and will not be refunded.

• Please wait 10 days for your return to be processed. If you requested a refund, it will be applied to the original card used to place your order.

• Returns are accepted when the order has been delivered in poor condition and the item is faulty. After your refund is approved, you will receive a confirmation email. After that, it may take up to 5 business days before you get the money back into your account.

*In any case, send us an email first to info@caoticjewels.com and let us know why you want to exchange your item.

HOW CAN I EXCHANGE AN ITEM IN THE UK

As soon as the item you would like to exchange has been approved by us, we will send you the new selected item. You can place your return packages directly at any of the Royal Mail collection points and send it to the address written at the end of this page. It is cost effective, fast and convenient for its use.

Returns with Royal Mail is very easy, you can track your parcel until it gets to us with notifications. A Royal Mail return label must be included in your valid order for 14 days. All you have to do is stick the label to your parcel and take it to the local Royal Mail collection point within this time frame.

If everything is fine, we can exchange your item and return the shipping costs you pay. We can not accept responsibility for any item lost in transit. Keep the tracking number in case there is a problem. 

HOW CAN I EXCHANGE AN ITEM IN SPAIN

Send us an email to info@caoticjewels.com with the reason why you want to exchange your articles.

As soon as your original item has been approved by us, we will send you the new selected item, and at the time of delivery you must return the product you want to exchange to the carrier, in this case the company is NACEX.

You do not need to send the item you want to return, unless you are an international customer. As soon as we approve your item exchange, you will receive detailed instructions on how to deliver the products you wish to return. 

INTERNATIONAL RETURNS & EXCHANGES

For those customers who have purchased their item in a country other than Spain or the United Kingdom, they can still return their items within 14 days of product delivery.

To return items from abroad, we potentially recommend that you use a safe and trackeable courier service such as FedEx, DHL and UPS to return your items.

Once we have received your return, we will send you an email with an update. Returns are usually processed within seven business days, although this may vary during bank holidays. Refunds will be issued to the original account used in the purchase. Please note that international customs duties and sales taxes are NOT refunded for shipments outside the EU. 

FAULTY ITEMS

We apologize if you have experienced any fault with your CAOTIC jewelry.

Please, send us an email to info@caoticjewels.com letting us know why you want to exchange your articles.

As soon as your item exchange has been approved, send us your faulty item as indicated above; either with the Royal Mail label if you are a customer in the United Kingdom, through Nacex if you are a customer in Spain or with another reliable courier service if you are a customer abroad.

In case you have lost the return receipt for the item, simply send us an email again and we can create a new label for you to use. This is only applicable for the United Kingdom & Spain. Keep the tracking number in case there is a problem. Upon receipt of your faulty item, we will refund or replace and ship it as soon as possible. 

SPECIALS ORDERS

Please note that we can not offer changes or returns on custom items or special orders. This means that we can not provide returns or wxchanges to items that have been made especially for you, items that have been altered or customized in some way.

Custom-made or specially requested products can only be returned if the products are faulty or delivered incorrectly. This does not affect your statutory rights.

RETURN ADDRESS

(UK & INTERNATIONAL)
CAOTIC JEWELRY LTD
Flat 5, 168 Goldhawk Road
London, UK
W12 8HJ

(ESPAÑA, PORTUGAL & ANDORRA)
CAOTIC JEWELRY LTD
C/ Manuel Caballero, 2
23600 Martos, Jaén 
España