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Delivery and refunds

Delivery information
We offer delivery options; Royal Mail standard delivery or free local pickup.  You can select one of these options during the checkout process.

If you live locally and would prefer to pick up your order in person, free of any shipping charges, choose this option during the checkout process.

 

Delivery times
Products that are in stock are normally sent or available for local pickup within 1-3 working days (excludes bank holidays, weekends and public holidays).

For products not in stock (made to order), delivery or local pickup will take longer. Some made to order products require hallmarking, which will increase the delivery time further (to allow for dispatch to and return from the assay office). If a product you wish to purchase is not a stocked item (made to order) and these longer delivery times will apply, this will be noted on the product page. You can either purchase the product and we will be in touch to estimate a delivery time, or you can contact me first.

Notification
Once payment has been received for your order, we will confirm that your order has been received by sending an email to you at the email address you have provided. The confirmation email will include your order details, including your name, order number and delivery address.  For Local pickup, we will contact you once your order is available to arrange a suitable date and time for you to collect it.

 

Other
During busier periods, such as holidays and the run up to Christmas, you may need to allow longer for delivery or collection of your order.
If there is a delay with your order in any of the scenarios in this section, we will advise you as soon as possible.

For posted items; should your order not arrive as and when expected please contact me. A full refund or a replacement will be offered once 15 days from the date of posting has passed.

 

Refund information

General
We ensure all items that are posted to customers are of the highest standard, but understand that occasionally there may be a need to return items.

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, please contact us. If your return is accepted we will send instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

We request that you return your items via recorded or tracked post. This is for your peace of mind, as well as ours. Return postage will be paid by you if the order is no longer wanted. If the reason for the return is our responsibility (e.g. faulty or damaged), return postage will be paid by us.

 

Damages
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

 

Exceptions
Unfortunately, we cannot accept returns on:

  • Sale items

  • Gift cards

  • Items marked as being reduced for having a defect, damage or any other reason

  • Custom items (e.g. commissions), unless they’re faulty, not as described, not fit for purpose or any other fault of ours

  • Earrings for pierced ears unless faulty (in the interests of hygiene)

 

Exchanges
Please contact us to discuss the best way to arrange an exchange. If postage in involved, you will be required to pay for return postage of the item you wish to return and postage of your replacement order, subject to the general terms above.

Refund processing
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.

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