Shipping policy

Shipping and Delivery Policy

Thank you for choosing our bespoke jewellery company for your unique jewellery needs. We are committed to providing you with a seamless and secure shipping and delivery experience. Please read this policy carefully to understand the terms and conditions associated with shipping, delivery, and potential issues that may arise.

  1. Shipping Options

    Domestic Shipping (United Kingdom)

    We offer secure, fully insured shipping services within the United Kingdom via Royal Mail Special Delivery. All domestic parcels require a signature upon receipt.

    International Shipping

    We offer international shipping via Royal Mail International Tracked / Tracked & Signed services. Delivery times will vary depending on your destination.
    Please note that customs duties, import VAT, handling charges, and any additional fees imposed by your country are the responsibility of the customer and are not included in your checkout total.

    Delivery Methods

    We ship using trusted and reliable carriers. All items are insured and dispatched using a tracked and signed-for service to ensure your jewellery arrives safely.

    Shipping Insurance

    All shipped items are covered by full insurance to protect against loss or damage during transit. This provides you with peace of mind knowing your bespoke jewellery and gemstones are protected throughout their journey.

    If you notice any damage, tampering, or loss upon delivery, please notify us within 1 business day so we can assist you.
    Once notified, we will begin the claims process with the shipping carrier. This may require you to provide supporting documentation such as photographs of the damaged item(s), packaging, or courier labels.

    Please note:

    • All claims are subject to the carrier’s insurance terms and timelines.

    • While we will support you throughout the process, the final outcome is determined by the carrier.

    • We will keep you informed of all updates until the matter is resolved.

    If you have any questions or concerns regarding the insurance process, please contact our customer service team — we are here to help.

    Processing & Delivery Timeframe

    Please allow 3–12 business days for processing and handling before dispatch.
    During this time, our team carefully prepares your jewellery, performs a final inspection, polishes and packages your piece, and ensures it meets our high standards.

    Estimated delivery times will be provided during checkout and may vary based on location and carrier availability. While we strive to meet all estimated timeframes, delays may occasionally occur due to circumstances outside our control, such as severe weather, customs inspections, or disruptions in postal services.

    Once your order is dispatched, you will receive a shipping confirmation email containing tracking information so you can follow your parcel’s journey.

    If you have specific delivery requirements, please contact us after placing your order. We will do our best to accommodate your requests where possible.

    Shipping and Delivery Charges

    Shipping charges are based on destination and will be shown at checkout.

    • UK: Flat rate via Royal Mail Special Delivery

    • Europe: Flat rate

    • United States and Canada: Flat rate

    • Rest of World: Calculated at checkout

    For in-person deliveries (where applicable), fees vary depending on location. Please contact us for details.

    Client Responsibilities

    To ensure a smooth delivery process, please provide accurate and complete shipping details at checkout. This includes:

    • Full name

    • Correct delivery address

    • Contact number

    • Any special instructions

    We cannot be held responsible for misdelivery or delays caused by incorrect or incomplete information.

    Please ensure someone is available to receive the parcel, as a signature is required for all deliveries. If you anticipate any issues with receiving your parcel, consider providing an alternative address such as a workplace or trusted neighbour.

    If delivery cannot be completed due to unavailability or incorrect details, redelivery charges may apply.

    Limitations and Liability

    We are not liable for delays, loss, or damage caused by factors beyond our control such as weather disruption, customs delays, postal strikes, or unforeseen logistical issues.

    In cases of loss or damage during shipping, please notify us immediately so we may initiate a claim. We will support you throughout the process, but all claims are subject to the carrier’s insurance terms and timelines.

    Returns and Refunds

    If you receive a damaged or defective item, please contact us within 1 business day of delivery to arrange for a replacement or return.

    All returns must comply with our Billing, Returns and Refunds Policy, which contains full details on eligibility and procedure.

    Confidentiality and Privacy

    Your personal information is treated with the highest level of confidentiality and used only for shipping, delivery, and order-related communication.
    Please refer to our Privacy Policy for more information.

    Please note that this Shipping and Delivery Policy may be updated at any time without prior notice. We encourage you to review it periodically to stay informed.

    If you have any questions or concerns, please contact our customer service team.

    Last updated: 05/12/2025