Return & Exchange

How can I return my order?

We hope you are completely satisfied with your online order, however, should you wish to return one or more items purchased from our online store, you can return these to us in their original condition within 30 days of receipt. The day of receipt is the day on which you or a third party designated by you took possession of the goods. Returns by post To make a return to us by post, please follow the below instructions: Use our online portal to register your return, declaring the quantity and reason for the return Print the generated return paperwork Ensure that the goods, packaging and paperwork are included inside the parcel before sealing and securing the parcel well. If possible, please return the goods in their original packaging/parcel to protect the goods as we cannot be held liable for losses or damage in transit You can create a return label here* and use it for the return shipment Drop the parcel off at your local post office and retain your postage receipt until the return has been received and processed *Please be advised that we charge a reduced postage fee of £2.50 for using the label created via the THOMAS SABO/Royal Mail portal and the value will be automatically deducted from your refund upon processing. You do not need to pay us or Royal Mail directly as the £2.50 fee will be taken from your refund amount. Alternatively, using a shipping provider of your choice, please return your parcel by tracked/registered mail to the following address: Thomas Sabo (UK) Ltd E-Commerce Returns Studio G2 Battersea Studios 2 82 Silverthorne Road London SW8 3HE United Kingdom Please kindly note that the customer is responsible for the postage costs of the return. We cannot issue a refund until we have received your return, so we strongly recommend using a recorded/tracked delivery option where you are provided with a tracking number to track the shipment. Please keep the postal receipt safe for your records. The processing of defective items takes place at our HQ in Germany. Once your returned items are received at our UK return address, they will then be forwarded to our Logistics Centre in Germany to be processed and any additional customs charges will be at THOMAS SABO’s expense. This may lead to slightly longer times to fully process your refund. We are only able to refund postage costs if it is a case taken by the guarantee, for example: if an item has arrived with a manufacturing fault or the wrong item has been sent. In these cases, postage costs will be refunded and if the costs are not entirely visible on the parcel, please send us a photo of the item and postage receipt (indicating the costs of postage) separately to service@thomassabo.com. Returns via a THOMAS SABO Store To make a return to us via your nearest store, please follow the below instructions: Use our online portal to register your return, declaring the quantity and reason for the return Print the generated returns paperwork Ensure that the goods, packaging and paperwork are included inside the parcel before sealing and securing the parcel well. If possible, please return the goods in their original packaging/parcel to protect the goods Drop the parcel off at your nearest THOMAS SABO Store. Please kindly note only stores marked as ‘THOMAS SABO’ run stores can accept purchases from our online store and outlet stores and stockists are unable to accept your return. Please note that the refund cannot be processed in-store, however, our colleagues will be very happy to return your parcel to our returns department on your behalf at no charge.  Further important information: The delivered goods may only be used for the purpose of examination – comparable to a fitting in a store. We are entitled to demand compensation if there is any deterioration of the goods as a result of further use.  Please note that it may take several days for a return to be delivered by post and for our returns department to process it. The return processing is taking place at our headquarters in Lauf, Germany. Goods that have been made to customer specifications or clearly tailored to the personal needs of the customer (e.g. engraved items) cannot be returned. All engraved pieces of jewellery are a final sale and were engraved in accordance with the customer's instructions. THOMAS SABO is not liable for errors such as spelling mistakes that are based on an instruction or specification provided by the customer. In addition, watches are excluded from return upon the shortening and removal of links in watch bracelets, as these are changed according to customer specifications. Special instructions for engraved goods: You can purchase any engravable THOMAS SABO item without any engraving and then have it engraved later at any THOMAS SABO Store, free of charge. Please note that the subsequent engraving is only possible at THOMAS SABO’s own stores and cannot be carried out by the returns department located at the company headquarters in Lauf. Items sent to the returns department with a request to be engraved will be returned immediately to our customers.

Request for return documents

You can start the returns process of your online order using our online returns service. Here you can record information regarding your return as well as downloading the necessary paperwork.  You can create a returns label here and use it for the return shipment. Please be advised that we charge a reduced postage fee of £2.50 for using the label created via the THOMAS SABO/Royal Mail portal and the value will be automatically deducted from your refund upon processing. You do not need to pay us or Royal Mail directly as the £2.50 fee will be taken from your refund amount. You are also welcome to use another postage service of your choice, however we advise to use a registered/tracked service as we are unable to compensate for loss or damage in transit. The costs to the return the parcel are applicable to the customer. Always retain your proof of postage until your return has been received and processed by us. If you have any further questions, you are welcome to contact us at service@thomassabo.com . Enter your return

How can I exchange an item?

We hope that you are completely satisfied with the products in your order.  However, if a product does not meet your expectations and you want to change it to another product or size, there are the following options: Return via our THOMAS SABO online shop: Due to our automatic ordering system, we are unable to exchange directly via our online shop returns process.  This also applies to an exchange to a different size. Therefore, please send the corresponding product back to us and reorder the desired product. You can find out how to return goods to us step by step here. Exchange via one of our THOMAS SABO Stores: By submitting the invoice, you can also exchange items within 30 days in a THOMAS SABO Store. Please note that the goods must be paid for on account before the exchange and proof of this is required in the Store. Important note: A refund of an online shop order in one of our THOMAS SABO Stores is generally not possible. However, the THOMAS SABO Store will gladly forward your return to our return department. Resizing in our in-house jewelry workshop Some items, such as chains or bracelets, can be resized later for a fee.  You are welcome to enquire the possibilities by contacting our Customer Repair Service Team under service-repair@thomassabo.com.  Further important information: The delivered goods may only be used for the purpose of examination – comparable to a fitting in a Store. We are entitled to demand compensation if there is any deterioration of the goods as a result of further use. Goods that have been made to customer specifications or clearly tailored to the personal needs of the customer (e.g. engraved items) cannot be returned. All engraved pieces of jewellery are a final sale and were engraved in accordance with the customer's instructions. THOMAS SABO is not liable for errors such as spelling mistakes that are based on an instruction or specification provided by the customer.

How long is the processing time for returns?

You will be sent a confirmation email as soon as your return has reached the return department in Germany. Your return will usually be processed within 3-7 working days after the goods are received in Germany. Upon receipt of items, the payment method originally used for the purchase will be credited with the cost of the goods, minus the delivery charges. Please note that the processing of complaints, repairs and restorations may take a longer time. PayPal refunds The refund shall be made directly to your PayPal account. You can determine whether the refunded amount should remain in your PayPal account or be returned to your bank account. Credit and debit card refunds Upon receipt of the returned items, the credit or debit card originally used for the purchase will be credited with the refund. Please note that in some cases the refund may only show up on the next bank statement, depending on the bank institution. Klarna refunds Upon receipt of the returned items, Klarna will receive information about your return. Please note that this may take a few days. In addition, there is an option to inform Klarna in advance about your return to us. This is possible via the Klarna customer account. If you have any further questions, please contact Klarna directly.

Cancellation instructions

You have the following right of cancellation: Cancellation right Cancellation policy: You have the right to cancel this purchase contract within 30 days without giving any reasons. The statutory period for revocation/return is 14 days from the date of receipt.  The day of receipt is intended as the day on which you or a third party designated by you took possession of the goods. Over and above the statutory cancellation period, THOMAS SABO gives you the opportunity to return the goods up to 30 days after receipt and thus release yourself from the purchase contract. To exercise your right of cancellation, you must inform us (THOMAS SABO GmbH & Co. KG, Silberstraße 1, D-91207 Lauf; e-mail: service@thomassabo.com) of your decision to cancel this contract by means of an unambiguous declaration (for example, a letter by post, fax or e-mail). For this, you can use the enclosed sample cancellation form, although this is not mandatory. To observe the cancellation period, it is sufficient to send us notification of the exercising of the right of cancellation prior to the expiry of the cancellation period. Goods finished in accordance with customer specifications or goods which have been clearly tailored to the personal requirements of the customer (i.e. engraved items) are non-returnable. All engraved items of jewellery are specifically for final sale and have been engraved according to customer specifications. THOMAS SABO is not liable for errors that are the result of customer instructions or specifications. In addition, watches are excluded from return upon the shortening and removal of links in watch bracelets, as these are changed according to customer specifications. Effects of cancellation If you cancel this contract, we will return all payments received from you, including the shipping costs (with the exception of additional costs arising as a result of you choosing a different form of shipping to the standard, less expensive shipping offered by us), immediately and no later than 14 days from the day on which we receive notification of your cancellation of this contract. For this repayment, we will use the same means of payment as used by you during the original transaction, unless otherwise explicitly agreed with you; under no circumstances will you be charged fees for this repayment. We can refuse repayment until we have received the goods or until you have provided evidence that you have returned the goods, depending on which event is earlier. You must send back the goods or hand them over to us without undue delay and no later than 14 days from the day on which you notified us of the cancellation of this contract. The deadline is met if you return the goods prior to the end of the 14-day deadline. The direct costs for returning the goods are borne by you. You must only pay for any potential loss in value of the goods if this loss in value is the result of unnecessary handling of the goods caused by checking the composition, properties and function of the goods.

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