Shipping Policy
Processing Times
- Standard orders: We aim to dispatch all in-stock items within 1–3 working days.
- Custom or made-to-order items: Processing time is usually 7–21 working days, depending on complexity. We’ll provide an estimated dispatch date at checkout or via email.
Please note that processing times are separate from delivery times.
Tracking numbers are provided for all orders. Delivery times are estimates and not guaranteed.
International Delivery
We offer international shipping to select countries via tracked services. Customers are responsible for all duties, taxes, and customs fees. Delivery times vary by country.
Please allow up to 2–4 weeks for international deliveries.
Packaging
All jewellery is securely packaged in protective, eco-friendly or branded packaging. Items may be boxed or in gift pouches depending on the product.
Delivery Delays
We are not responsible for delays caused by:
- Postal strikes
- Severe weather conditions
- Customs processing (for international)
- Incorrect or incomplete delivery addresses
If your order is delayed beyond 10 working days (UK) or 25 working days (international), please contact us so we can investigate.
Lost or Missing Parcels
If a parcel is confirmed lost by Royal Mail or our courier partner, we will:
- Offer a replacement (if available), or
- Issue a full refund (if the item cannot be replaced)
Claims for lost parcels must be made within 28 days of dispatch. We reserve the right to request a written declaration for insurance purposes.
Incorrect Address Information
Please ensure your shipping address is correct before completing checkout. We are not responsible for:
- Orders delivered to incorrect addresses provided by the customer
- Additional postage required to re-send returned parcels
If a package is returned to us due to an address error, the customer will be responsible for reshipping costs.
Signature Requirement
Most of our deliveries require a signature upon receipt for security. If you’re unavailable, a card will be left for you to rearrange delivery or collect from your local depot.
Order Tracking
Once your order has been dispatched, you will receive a tracking number via email. Please allow 24 hours for tracking information to become active.
Questions?
For help with your delivery, contact our support team at [email protected] with your order number.
Returns & Exchanges Policy
We want you to love your jewellery! If for any reason you’re not completely satisfied with your order, we’re here to help.
Returns
We accept returns on non-custom jewellery within 14 days of delivery.
To be eligible for a return:
- Items must be unused, unworn, and in the original packaging
- You must contact us at [email protected] within 14 days of receiving your order
- Items must be returned within 14 days of notifying us
Please note:
- Custom or personalised pieces are non-refundable unless faulty
- Earrings cannot be returned due to hygiene reasons (unless faulty)
- Sale items are final sale unless damaged or incorrect
Exchanges
If you’d like to exchange an item, please email us at [email protected] . We’re happy to help if the new item is in stock.
Return Shipping
- Customers are responsible for return postage costs (unless the item is faulty or incorrect)
- We recommend using a tracked delivery service, as we cannot be held responsible for items lost in return transit
Return address:
The Middle Green
Kingston House
Swindon
SN5 8UB
United Kingdom
Refunds
Once your return is received and inspected, we’ll notify you and process your refund to your original payment method within 5–7 working days. Shipping costs are non-refundable.
Faulty or Incorrect Items
We check all pieces carefully, but if something arrives damaged or incorrect, please contact us within 48 hours of delivery at [email protected] with your order number and a clear photo of the issue. We’ll sort it out as quickly as possible.
If you have any questions, don’t hesitate to get in touch at [email protected] or contact us.