we want you to be completely happy with your purchase.


As of the 4th May 2018 Calvetron Brands Limited (“the Company”) entered in to Administration therefore please see the below details regarding your return.

Orders placed from 4 May 2018 onwards

Orders placed with the Company from 4 May 2018 onwards will be processed in the normal manner and the Company’s returns policy will apply. This returns policy is as follows:

We want you to be completely happy with your purchase. If you are not entirely satisfied, you may return the items to us for a full refund of the purchase price, provided that you follow the Returns Instructions below and the Goods are:

  • Returned complete
  • In perfect original condition and unused with the original packaging
    If you have purchased a full price item please make sure we receive your returned items, within 28 days from the day you receive them, to be refunded in full via the original payment method. Items that were purchased as part of a promotional offer or with a promotional discount code can be considered full price.
    Please make sure we receive your returned items, within 14 days from the day you receive them, to be refunded in full via the original payment method. Items that have been permanently marked down are considered sale items.

Please note, we do not accept returns on earrings or jewellery sets containing earrings.


As a consumer, you have a legal right to cancel a Contract under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 during the period set out in our Terms & Conditions. This means that during the relevant period if you change your mind or decide for any other reason that you do not want to receive or keep a Product, you can notify us of your decision to cancel the Contract and receive a complete refund.


We currently offer free returns for UK orders, via a courier collection service.  

In order to return your items to us free, simply:

  • simply package your items in their original packaging
  • complete the returns slip included on your invoice
  • then visit, complete your details and print  off the label ready for collection.

Please note, if you choose to return goods to us in any other way (for example through Royal Mail or Collect+), we will not be able to refund the cost of doing so.

For international returns, please follow these instructions:

  • In the returns section on your delivery note, tick the refund box.
  • Write the address on the front of the parcel.
  • Take the labelled parcel to your nearest postal service and pay the appropriate postage back to the UK.
  • We strongly recommend that you send your return by a ‘signed for on delivery‘ postal method.
  • The parcel remains your responsibility until it reaches us. You will receive an email confirming receipt of your parcel once it has been accepted back into our warehouse.
  • Please allow up to seven days upon receipt of the parcel into our warehouse for your return to be processed and your money refunded.
  • Returns postage will only be refunded if the product is faulty.

Please note, products cannot be exchanged or refunded at our concessions or stores. If you do not have the address label then please return the parcel to:

Puzzle Retail Stores Ltd.
Webber Pavilion
Seaham Grange Industrial Estate
County Durham
United Kingdom



UK customers can also return their order via the Collect+ service. Collect+ has parcel drop points in 5,800 local stores in the UK, open early 'til late and 7 days a week, so you can return items at a time and place that suits you.

Go through the same process detailed in our ‘Returns’ section of the site. Visit the Collect+ site to purchase and print a returns label.

Take your parcel to any of the 5,800 local convenience stores offering Collect+ services. You'll receive proof of postage and a code to track your return online.

Please note: you cannot return a parcel via Collect+ to your local Calvetron Brands store.

You can find your nearest local convenience store offering Collect+ services at

The above is in addition to your statutory rights, which remain unaffected. We shall not be liable to you or any third party for any indirect or consequential loss or damage.

Orders placed prior to 4 May 2018

The Company’s standard returns policy will not apply. If you would like to return goods purchased directly from the Company prior to 4 May 2018 (whether already returned or you are intending to do so), please note that refunds for these purchases cannot be processed given the Company has entered Administration.

Any refunds requested for purchases made prior to 4 May 2018 will rank as a claim against the Company. However, if you have paid (or part-paid) for your order, by credit or debit card (including charge and pre-paid cards), you may be able to get your money back by claiming a refund from your card issuer. Please note the Joint Administrators will only authorise a card issuer refund once the purchased goods have been returned. Please contact your card issuer as soon as you can if this applies to you. Further information including time limits that apply is available from the UK Cards Association:

If you have paid using PayPal, please contact PayPal directly as you may be able to claim a refund with them.

Please note if your card issuer is unable to process your refund, any amounts outstanding to you will rank as an unsecured claim in the Administration. Please contact the Joint Administrators directly at who will provide a claim form and explain the process.

Please note that products purchased directly from the Company (whether via website or telephone) cannot be exchanged or refunded at concessions or stores.

Should you have any additional queries, please do not hesitate to contact the Company’s customer service team at either +44 (0) 344 770 5838 or Please note that the customer services team are experiencing an extremely high volume of calls and emails at this time, therefore if your call is not taken please try again at an alternative time. Your patience is appreciated.

Return policy last updated 9th May 2018