Lead times
Once you have completed your purchase via our website, we will process your order. Lead times do vary but you should allow up to three weeks from point of purchase for your jewellery to be crafted, packaged, and shipped out to you.
Shipping
You will receive a notification that your order has been received and a delivery time will be given, followed by a confirmation email once your order has been processed. We will then notify you when your order has been shipped.
If you have placed your order with us outside of our opening hours, there may be some delay in getting your confirmation email issued. If you do not receive an email which confirms your order within 48 hours of making your purchase, please contact our team.
To ensure secure delivery, we ship via Royal Mail Special Delivery, which offers insurance for loss or damage caused in transit. This requires a signature to be provided upon delivery, so please ensure there is someone present at the shipping address to receive your parcel.
Please note: We do not ship to P.O. boxes, hotel rooms or temporary accommodation.
Making changes to your order
If you wish to make a change to your order once it has been confirmed, please contact our team as soon as possible. Whilst we cannot guarantee that your needs will be met, we will always do our utmost to fulfil your request.
Please note: Once your order has been shipped, we cannot cancel your order or update any of your shipping details. To change your shipping address at this point, you will need to get in touch directly with Royal Mail, quoting your shipping reference number.
Delayed deliveries and other issues
Whilst we always try to monitor and track the deliveries that have left our workshop, we advise all customers to keep track of their delivery themselves by using the tracking number provided.
If you experience any issues or delays with your delivery, please contact Royal Mail directly to see these rectified.
Please note: Delivery times can be affected by holidays, poor weather conditions, customs restrictions and other variables that are beyond our control.
Invalid addresses and undeliverable packages
We do not hold responsibility for any deliveries that are delayed or packages that are lost due to incorrect or incomplete addresses provided by the customer.
Any packages that Royal Mail have been unable to deliver are usually returned to us at an extra charge. Any order that arrives back with us as the result of an incorrect address being provided will be eligible for a refund, which will be processed immediately and should be issued to your account within 5 working days. We do not refund or replace items until we have received the returned package.
Returns and refunds
Our full returns policy can be found here.
