Reply from Hbd JewelleryApr 20, 2026
Hi Orla,
We’re sorry to hear you feel this way, but we’d like to clarify a few points.
Your order was delivered within 3 working days (earlier than our advertised 4–8 days). When you contacted us, we immediately covered return costs and arranged a replacement.
After receiving the item back, we confirmed there was no error on the order and that it had been sent correctly. We understand there may have been some confusion, but we did not accuse you of dishonesty.
Despite this, we still offered an exchange to a different birthstone, issued a £5 refund as a goodwill gesture, and covered shipping both ways. While we couldn’t provide multiple stones, we aimed to resolve things fairly.
We’re sorry the timing didn’t work for your occasion, but we do feel we made every effort to reach a reasonable outcome.
RESPONSE TO YOUR UPDATE:
I have confirmed from the tracking that the item was amended and shipped back to you 8 days (not 14) after it arrived with us. This is longer than we usually aim for, however as there was no mistake on the order, it took additional time to present you with the options (full refund or swap to another birthstone), and negotiate, which resulted in us explaining that we can’t send you the original stone that you returned, as well as the new one one (as well as the £5 refund gesture, and covering both ways shipping).
Once a resolution had been agreed we shipped this via 24 hour delivery.
There are several inaccuracies in your review. The tracking and transcripts show the original order was not delivered late (actually 5 days early). We did not accuse you of lying. We did apologise (immediately and gave the refund gesture, which stood despite it turning out we did not make an error on the original order). It did not take 14 days to dispatch your item back to you. If you’d like to reach out to us I can show you evidence of all these points.
As I mentioned in my first reply - I do think given the circumstances, we went above and beyond to reach a positive resolution for you, however I am sorry you still feel so let down.
