:: T&C’s / CUSTOMER PROMISE

Thank you for your interest in my jewellery.

My aims are:
– to create each piece of jewellery with care and attention so it is unique to you.
– for you to be able to buy my jewellery with confidence so you not only end up with a piece of jewellery you love but that you have a positive experience along the way.

Personally I can’t stand poor customer service so I will always do my best not to inflict it on you! I have had an Etsy shop for a few years now – you’ll see that I have excellent positive feedback to back up the testimonials on my website.

Below are my shop policies. If you have any questions not answered here please get in touch and I will do my best to answer your query as quickly and completely as I can.

Handmade:

All of my jewellery is handmade entirely by me! I design, make and photograph every piece you see and it is me that you will talk to if you message me.

Handmade jewellery is entirely unique – every piece will come out slightly differently. I’m a human, not a machine. For me this is part of its beauty. This means that your piece of jewellery will look a lot like the one you’ve seen in the photograph but there may be subtle differences. This isn’t anything to do with the quality but is just the nature of using traditional silversmithing techniques. I want you to be happy with your purchase, so I ask you to please be aware of this before you buy.

Ethical Policy:

I strive to minimise my impact on the environment wherever possible to make ethical and eco-friendly jewellery. I’m not perfect, but I do as much as I possibly can. For more information please see my ethical policy page.

Payments:

Full payment must be made at time of purchase and clear in my account before I can start making your piece of jewellery.
– Commissions can be paid for via BACS transfer or I will invoice you via Paypal.
– My online marketplace shops will accept either Paypal and/or the major debit/credit cards.

Refunds:

In accordance with the UK Distance Selling Regulations, please notify me of your wish to return your purchase within 7 days of receipt of your goods. Goods must be returned to me within 14 days. Unless the item is faulty, you the customer are responsible for the return postage costs (I advise you use recorded delivery). Upon receipt of returned goods which are in resalable condition I will provide you with a full refund, including the delivery charges.

Having said all this, I sincerely hope you love your purchase and I will do my utmost to resolve any issues you have. Please contact me as soon as possible to discuss.

PLEASE NOTE: I do not offer refunds on custom made items. This includes ‘Made to Order’ rings as I make them specifically in your size. Ask me as many questions as you like before you order so you are sure.

Delivery Address:

I will send you an email to let you know when your item(s) have been dispatched.

– If you paid via Paypal I will post to your Paypal address – if you’ve had the account for a while please ensure it is up-to-date.
– If you contact me directly I’ll ask you to email me your address.

Delivery Timescales:

~ Ready to ship pieces will be dispatched within 3 working days*
~ Made to order pieces are usually dispatched within 8 weeks but I will provide you with an estimated dispatch date when you order*

*I will notify you if these timescales are likely to change.

I am a small business and I do not keep a large stock of materials. Ordering precious metals and stones, having jewellery hallmarked, and of course making your jewellery all takes time. I would rather take a bit longer to create a piece with care and attention rather than try to rush it or make in bulk.

However if you really need a piece sooner please send me a message me as you never know. I do keep some materials in stock and processes like hallmarking can be sped up if required (it does cost a bit extra though).

Postage:

Postage prices are calculated according to the following price brackets: (UK/International)
~ Under £49 = £4 / £4
~ £50 – £249 = £8 / £12
~ £250-£1000 = £8 / £25

All parcels over £50 are tracked, insured and require a signature.

All parcels are sent with UK Royal Mail, other than international orders over £250 which will be sent via FedEx as Royal Mail no longer insure items over this amount.

Postage Timescales:

~ UK orders are posted 1st class and so should be with you 1-2 working days from dispatch.
~ International orders with Royal Mail take around 5-10 working days from dispatch.
~ International orders sent with FedEx typically arrive within 5 working days worldwide.

Please be patient at busy times of year, i.e. Christmas.

If you need your order as quickly as possible please ask as there may be a faster option.

Customs:

You may be liable for customs charges if you are ordering from outside the UK. Any duties/taxes are payable by you, the customer. It’s not always clear to me when and why you will be charged customs but it’s best to be prepared for it. You can calculate what that is likely to be at http://www.dutycalculator.com/ (fyi this website offers a limited number of free calculations before requiring you to sign up for an account)

General:

I would love to work on a special commissioned piece of jewellery with you – please see my page on commissions for more information and then get in touch.

For tips on caring for your jewellery, finding your ring size and lots of other things, please go to ‘Jewellery Care & Useful Info‘.