E2J Fine Jewellery (part of the LENAGINARIUM)
Last updated: 29 October 2026

At E2J, every piece of jewellery is created or selected with particular attention to craftsmanship, materials and detail. Many of our pieces are one of a kind, and some incorporate antique or vintage elements, unusual materials and delicate mechanical features. We hope that you will be delighted with your purchase. Should you wish to return an item or have any concerns about your jewellery, we are here to help.

This policy explains our returns procedure, your rights as a customer and the particular considerations associated with individually crafted jewellery.


1. Returns and Your Right to Cancel

If you purchase jewellery through our website for delivery within the United Kingdom, you generally have the right to cancel your order without giving a reason within 14 days of receiving your item, in accordance with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

If an order is delivered in separate parcels, the cancellation period runs from the day after you receive the final item.
To exercise this right, please notify us by email at lenaginarium@gmail.com before the cancellation period expires, clearly stating your wish to cancel and providing your order number. You do not need to give a reason, although we always appreciate your feedback.

Once you have notified us of your decision to cancel, you have a further 14 days to send the item back. This right applies to eligible ready-to-ship jewellery, including one-of-a-kind pieces. The fact that an item is unique or handcrafted does not, by itself, exclude it from the statutory right to cancel.


2. Condition of Returned Jewellery

We ask that jewellery is handled with the same care that would reasonably be expected when examining a piece in a fine jewellery boutique.
You may carefully examine and try on your jewellery to establish its nature, characteristics and fit. However, items should not be worn for extended periods, used or subjected to handling beyond what is reasonably necessary for inspection.

Please return your jewellery, wherever possible, with its original packaging, presentation box, certificates and any accompanying documents or accessories.

Each returned piece will be carefully examined against its original condition and our records.

Under Regulation 34(9) of the Consumer Contracts Regulations 2013, if an item has diminished in value as a result of handling beyond what is necessary to establish its nature, characteristics and functioning, we may make a deduction from the refund reflecting that loss of value.
This may include, for example:

• Scratches, dents, abrasions or other damage arising from wear or improper handling.

• Damage to gemstones, settings, surface finishes or decorative components.

• Damage to clasps, hinges, articulated elements or other mechanisms.

• Missing or damaged components, where their loss affects the value of the item.

• Alterations, repairs or modifications made after delivery.
   

Any deduction will be assessed reasonably and on the basis of the actual reduction in the item's value. It will not be applied as an arbitrary penalty. Ordinary examination and careful trying-on will not, by themselves, result in a deduction. Nothing in this section affects your statutory rights if the item was faulty or not as described when supplied.


3. Unique, Antique and Delicate Materials

E2J jewellery may incorporate antique or vintage elements, natural gemstones, pearls, unconventional alloys, porcelain, plating and individually constructed components. Certain materials and historical components may display natural variations, patina, inclusions, traces of age or other characteristics inherent to their origin and manufacture.

Where such characteristics are identified in the product description or otherwise specifically disclosed before purchase, they form part of the character and description of the piece and are not, merely by their presence, manufacturing defects.

Some jewellery requires particular care. Please observe any care instructions supplied with your purchase and avoid unnecessary exposure to impact, pressure, moisture, chemicals or abrasive surfaces.

Damage caused by accidents, misuse, inappropriate storage, unauthorised alterations or ordinary wear and tear is not, in itself, evidence of a manufacturing fault.

These provisions do not exclude liability for defects or other failures to meet the requirements of the Consumer Rights Act 2015.


4. Bespoke and Personalised Jewellery

Under Regulation 28(1)(b) of the Consumer Contracts Regulations 2013, the statutory right to cancel without giving a reason does not apply to goods made to the customer's specifications or clearly personalised.

This may include individually commissioned jewellery, pieces made to an agreed bespoke design, personalised engraving or significant alterations carried out specifically to meet a customer's instructions.

Where this exception applies, we will make that clear before accepting the order.

Please note that a piece being described as handmade, one of a kind or made to order does not automatically mean that the statutory cancellation exception applies.

Bespoke and personalised items remain protected by your statutory rights if they are faulty, not as described or otherwise fail to conform to the contract.


5. How to Return an Item

To arrange a return, please contact: lenaginarium@gmail.com
Please include your order number and details of the item you wish to return. We will provide the appropriate return address and guidance on secure packaging and delivery.

Because many E2J pieces are valuable, fragile or irreplaceable, we strongly recommend using a fully tracked delivery service with insurance that explicitly covers jewellery and the full value of the item.

Please package the item securely, preferably using its original protective packaging inside an appropriate outer parcel.

For returns made because you have changed your mind, the direct cost of return delivery is your responsibility, unless we have expressly agreed otherwise.

We may be able to help arrange a suitable insured courier service. Any charge for an optional service will be communicated and agreed in advance.

Please retain proof of posting and tracking information.

If you exercise your statutory right to cancel, requesting return instructions is not a condition of that right: a clear cancellation notice sent within the statutory period is sufficient.

Return address:
LENAGINARIUM (sole trader Elena Esaulova)
33 Palace Gardens Terrace
London, UK
W8 4SB


6. Refunds

Where you exercise your statutory right to cancel, we will reimburse the payment received for the returned goods, subject to any lawful deduction for diminished value resulting from excessive handling. Any standard outward delivery charges paid by you will also be refunded where required by law. If you selected a more expensive delivery service, we are not required to refund the additional cost above our least expensive standard delivery option.

We will issue the refund without undue delay and, in any event, no later than 14 days after we receive the returned goods or receive evidence that you have sent them back, whichever is earlier, unless a different statutory deadline applies.

Refunds will be made using the original method of payment, unless you expressly agree otherwise. We do not charge an administration fee for issuing a statutory refund. Your bank or payment provider may require additional processing time before the funds appear in your account.
Exchanges may be considered where practicable.

As many E2J pieces are unique, an identical replacement may not be available.


7. Damaged, Faulty or Incorrect Items

We take great care in inspecting and preparing every piece before dispatch.
If your jewellery arrives damaged, appears faulty or differs from your order, please contact us as soon as reasonably possible at lenaginarium@gmail.com

We recommend including photographs of the item, its packaging and any visible damage so that we can investigate promptly.

Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for their intended purpose and as described. Where an item does not meet these requirements, you may be entitled to a refund, repair, replacement or other statutory remedy, depending on the circumstances and when the issue is identified. In particular, the Act provides a short-term right to reject qualifying faulty goods within 30 days, subject to its provisions. Further rights may remain available after that period.

Where a valid statutory remedy requires the return of faulty goods, we will bear the reasonable return costs as required by law.

We may need to inspect the piece to establish the nature and cause of a reported problem. This assessment will not restrict or delay any rights or remedies guaranteed by law.

Please note that accidental damage occurring after delivery, misuse and ordinary wear and tear are not automatically manufacturing defects.


8. Repairs and Aftercare

We are happy to discuss the possibility of repair, adjustment or restoration where technically feasible. The availability and cost of such work will depend on the construction of the piece, the materials involved and the nature of the damage.

Some antique, vintage or individually crafted components may be impossible to replace with an identical equivalent. Certain repairs or resizing procedures may not be suitable for delicate or complex designs.

Where a problem results from a manufacturing defect or another failure to meet statutory requirements, your rights under the Consumer Rights Act 2015 will apply.

For damage outside those statutory protections, we may offer a repair quotation at our discretion.


9. Delivery and Responsibility

All UK orders are currently offered with complimentary standard delivery. We take appropriate care in packaging and dispatching jewellery and select delivery services suitable for the nature and value of each order.

Under Section 29 of the Consumer Rights Act 2015, goods generally remain at our risk until they come into your physical possession, or that of a person identified by you to receive them, subject to the statutory exceptions.

If an item is lost or damaged before delivery, please contact us so that we can investigate and fulfil our legal obligations.


10. International Orders

Online checkout is currently available for deliveries within the United Kingdom only.

For deliveries outside the UK, please use our International Delivery Enquiry service. We will discuss availability, delivery arrangements, appropriate insurance, applicable charges and payment individually before a sale is agreed.

Submitting an international enquiry does not constitute a completed purchase or reserve the selected jewellery.

Specific international delivery and returns arrangements will be confirmed before payment, subject to any mandatory consumer rights applicable to the transaction.


11. Your Statutory Rights

Nothing in this policy excludes, restricts or otherwise affects any consumer rights or remedies that cannot lawfully be excluded.
This policy has been prepared with reference to the following UK legislation:

The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (SI 2013/3134)
In particular:

• Regulations 28–32: exclusions, cancellation rights, cancellation periods and notification.

• Regulation 34: reimbursement and diminished value caused by excessive handling.

• Regulation 35: return of goods and responsibility for return costs.

• Schedule 2: information to be provided before purchase.

• Schedule 3: cancellation information and model cancellation form.
   

The Consumer Rights Act 2015
In particular:

• Sections 9–11: satisfactory quality, fitness for purpose and conformity with description.

• Sections 19–24: consumer remedies, including rejection, repair, replacement and refund.

• Section 29: passing of risk.

• Section 31: statutory protections that cannot be excluded or restricted.
   

For questions about an order, return or repair, please contact lenaginarium@gmail.com

LENAGINARIUM (sole trader Elena Esaulova)
33 Palace Gardens Terrace
London, UK
W8 4SB


MODEL CANCELLATION FORM

You may use this form to cancel an eligible distance purchase, but you are not required to do so. A clear statement sent by email is sufficient.

To: E2J Fine Jewellery
Email: lenaginarium@gmail.com
Address: LENAGINARIUM (sole trader Elena Esaulova), 33 Palace Gardens Terrace, London, UK, W8 4SB

I hereby give notice that I cancel my contract of sale of the following goods:
Goods: _______________________
Order number: _______________________
Ordered on: _______________________
Received on: _______________________
Customer's name: _______________________
Customer's address: _______________________
Date: _______________________
Signature (only if this form is submitted on paper): _______________________