Shipping + Returns
The following are some information regarding our Shipping and Return policies. Please make sure you read and understand these terms before making a purchase. By making a purchase you agree to comply with these terms. If you have any questions please refer to our FAQ page before submitting an enquiry.
Our policy can also be found in the footer of the checkout page, so that you can review them again before making a purchase.
We only want to create beautiful handmade jewellery worthy of your love, so if you are at all unhappy with your order please do not hesitate to get in touch so we can try to help you.
Below are shipping time estimates for different destinations using our offered shipping options. Please note that all listed shipping times are estimates. Actual shipping times may vary depending on the delivering party responsible, or customs procedures in your country.
SHIPPING WITHIN UK
Free Basic Shipping: Royal Mail Recorded 1st Class aims to deliver the item between 1 - 2 working days after posting.
Next Day Shipping: Royal Mail Special Delivery aims to deliver the item before or by 1pm the following day.
Same Day Delivery (For London addresses only): Private Courier aims to deliver the item on the same day.
SHIPPING WITHIN EU
Free Basic Shipping: Royal Mail AirSure aims to deliver the item between 3 - 5 working days after posting.
Express Shipping: Private Courier aims to deliver the item next day.
SHIPPING TO USA
Free Basic Shipping: Royal Mail AirSure aims to deliver the item between 5 - 7 working days after posting.
Express Shipping: Private Courier aims to deliver the item next day.
SHIPPING TO ALL OTHER DESTINATIONS
Free Basic Shipping: Royal Mail AirSure aims to deliver the item between 7 - 21 working days after posting.
Express Shipping: Private Courier aims to deliver the item 1 - 3 days after posting.
All SALE (reduced price), MADE TO ORDER and BESPOKE orders are final and are not eligible for returns. We accept requests for returning full priced READY TO SHIP items excluding earrings for hygiene reasons.
The terms 'Made to Order' and 'Bespoke' apply to any products which have been engraved or stamped with custom initials; letters or images; items which have been customised and modified to specifications requested by the customer.
ACCEPTABLE REASONS FOR RETURN:
- Item arrived damaged or faulty
- Wrong item sent out
If your item has arrived damaged or faulty, we are very sorry. We always pack orders with care to ensure this does not happen, and it very rarely does, but the journey your package undertakes to get to you can sometimes be a rough one. This is why we recommend you purchase additional insurance for your package, especially if it is a high value order which will be traveling a long way.
Please send us an email immediately to firstname.lastname@example.org within 24 hours of receiving your order, if your order arrived damaged / faulty please remember to include a clear picture showing the item in question. We need this evidence to validate your return request and to claim insurance from the delivering party. Please note that if you don't contact us within the same day of receiving your order and / or include sufficient photographic evidence, your order may not qualify for a refund or replacement.
Once we have accepted and approved your request for return, we will send you instructions on how to make your return. Do not return items without our consent. All packages arriving unannounced will be automatically refused and returned to the sender.
Customers are responsible for the return shipping arrangements. It is highly recommended to send the item back using a trackable and insured method to ensure that the returned item safely reaches us. Items must be returned in its original condition along with any original packaging or you may not receive a full refund.
Once the returned item has been received back with us and inspected, we will let you know if you qualify for a refund. We reserve the right to offer to refund you in store credit or via your original method of payment. If approved, your refund should be processed right away. Please allow up to 5 working days for the refunded amount to appear in your account. Store credit will be delivered to you by email in the form of a unique voucher code. If your refund request has been rejected we will email you to let you know why and the item will be sent back to you.
UNACCEPTABLE REASONS FOR RETURN:
- Item looks a little different to product photo
All of our items are handmade so some small differences are unavoidable and are to be expected. This can be especially unavoidable if the item you ordered is a ring and you have ordered a size which is much smaller or much larger than the size of the ring pictured in our product photos. Most of the rings pictured in our product photos are usually between size K - size M (UK). If you are worried about how different your ring will look in your size, please get in touch as we may have pictures of the same design in different sizes so you can see what differences to expect.
We are not unreasonable, if what you have received is significantly different to the product photo shown on our website please provide a picture upon receiving your item and email us so that we can help you resolve the problem.
- Item does not fit due to the wrong size ordered by customer
It is the customer's responsibility to be certain of the correct size prior to purchasing. If you have any doubts about sizing please enquire before ordering so that we may help guide you to find the right size. If you have ordered the wrong size, don't worry, we are happy to help you resize your piece for a small fee to cover the work and shipping costs.
- Item broke after being worn
We recommend you begin wearing your jewellery as soon as possible upon receiving your order. You have up to 14 days from receipt to report any issues of breakage or faultiness and to request a replacement or refund. Items that break 14 days after receipt of your order are not eligible for refund. We are always happy to help repair your jewellery for a small fee to cover the work and shipping costs.
- Item lost during shipping
We cannot be held responsible for items that go missing due to accidents or errors caused by third party delivery companies (whether Royal Mail or other). We will always provide you with a tracking number for your order and we keep all proof of delivery which we are happy to supply to you if required.
If you are placing an order for a highly valuable item we would encourage you to select either Next Day delivery or Express delivery as these two shipping options are more secure and come with insurance.
Insurance can be very useful to have in the unfortunate circumstance that your order goes missing or sustains extreme damage during shipping. With your insurance we will be able to help you claim back some or all of the package's value from the responsible delivering party (ie. Royal Mail). Please note that if you ask us to assist you in submitting a claim for a lost package we cannot guarantee the success of your claim as this decision is not up to us.
If your claim is successful, please be patient as it can take a while before we receive the funds which we will in turn forward on to you. Processing times for missing or lost package claims are outside of our control.
All shipments under the FREE BASIC SHIPPING option are insured up to £50 only.
All shipments under the NEXT DAY / EXPRESS shipping option are insured up to £500.
A higher insurance value can be purchased for your order's delivery, this is recommended especially if you are ordering an engagement or wedding ring. If you are interested in purchasing additional insurance, please get in touch before ordering so that we can create a custom listing for your order.
Only full priced READY TO SHIP items (excluding earrings) can be exchanged. Please email us if you are looking to exchange an item. If your request is accepted, you will be able to exchange your item for others which add up to / equal your original item in full priced value. Any surplus value will be issued to you in the form of store credit. Please note that as a lot of our designs are Made to Order, we may not have your first choice for exchange in stock. You may also exchange your full priced Ready to Ship item for store credit. Exchanged store credit will be valid for up to a year from its date of issue.