Shipping policy

Shipping Policy

Last updated: 8 September 2026

We want your order to arrive safely and as quickly as possible. Please read the following Shipping Policy carefully before placing your order.

By placing an order through our website, you acknowledge and agree to the terms outlined below, subject to your statutory rights under applicable consumer law.

1. Order Processing

Orders are normally processed and dispatched within 1–3 business days after payment has been successfully received.

Orders placed on weekends or UK public holidays will generally begin processing on the next business day.

During busy periods, promotional events, product launches, holidays or other periods of unusually high demand, processing times may be longer than usual.

We will make reasonable efforts to dispatch your order within the stated processing timeframe. However, processing times are estimates and are not guaranteed unless a specific delivery service or timeframe has been expressly agreed with you.

2. Delivery Times

Once your order has been dispatched, estimated delivery times depend on the shipping service selected at checkout.

UK Standard Delivery: approximately 2–5 business days

Please note that delivery estimates are provided by the relevant delivery carrier and are not guaranteed delivery dates.

Delivery times may occasionally be affected by circumstances outside our reasonable control, including:

  • Postal or courier delays
  • Severe weather
  • Public holidays
  • Strikes or industrial action
  • Incorrect or incomplete delivery information
  • High-volume periods
  • Customs or border delays
  • Delivery network disruption
  • Events outside our reasonable control

We cannot guarantee delivery on a specific date unless an explicitly guaranteed delivery service has been purchased and confirmed by us.

3. Shipping Costs

Available shipping methods and applicable delivery charges will be displayed at checkout before you complete your purchase.

Shipping costs may vary depending on the delivery method, destination, order value and any promotional offers available at the time of purchase.

Where free delivery is offered, the applicable shipping method will be selected by us unless otherwise stated.

4. Delivery Address

Customers are responsible for providing a complete and accurate delivery address when placing an order.

Please carefully check your:

  • Full name
  • House/flat number
  • Street address
  • Town/city
  • Postcode
  • Contact details

We cannot be responsible for delays, failed deliveries or additional delivery costs resulting from incorrect, incomplete or outdated information supplied by the customer.

If you realise that you have entered an incorrect address, please contact us as soon as possible.

We will try to correct the address before your order is dispatched, but we cannot guarantee that changes will be possible once an order has entered the fulfilment or delivery process.

5. Tracking

Where tracking is available, you will receive tracking information by email once your order has been dispatched.

Tracking information may take some time to become active after dispatch.

Once tracking information has been provided, customers are responsible for monitoring the delivery where appropriate and following any instructions provided by the delivery carrier.

A tracking status such as "delivered" may be used as evidence of delivery when investigating a delivery issue. However, we will consider individual circumstances and any evidence provided when dealing with a claim that an order has not been received.

6. Delayed Deliveries

Estimated delivery times are not guaranteed unless expressly stated otherwise.

If your order has not arrived within the expected timeframe, please contact us so that we can investigate the matter with the relevant delivery carrier.

Please allow a reasonable period for postal investigations where appropriate.

Nothing in this section limits your statutory rights where we have failed to meet our legal obligations concerning delivery.

Under UK distance-selling rules, goods generally need to be delivered within 30 days unless another timeframe has been agreed with the customer.

7. Lost Parcels

If your order appears to have been lost during delivery, please contact us.

We may need to contact the relevant delivery carrier and open a postal investigation before determining the appropriate resolution.

Customers may be asked to provide information reasonably required to assist with an investigation.

We will work with the delivery carrier to investigate missing parcels and, where appropriate, provide a replacement or refund in accordance with applicable consumer law.

We cannot guarantee that a replacement will be available if the relevant product has sold out. Where a replacement is unavailable, an appropriate alternative remedy may be offered where required.

8. Parcels Marked as Delivered

If tracking information states that your parcel has been delivered but you have not received it, please:

  1. Check your property and any safe-place instructions.
  2. Check whether the parcel has been left with a neighbour.
  3. Check any delivery photograph or delivery information provided by the carrier.
  4. Contact the relevant delivery carrier where appropriate.
  5. Contact us if the parcel still cannot be located.

We may request reasonable information from you to assist with investigating the delivery.

We will not automatically consider a tracking status of "delivered" to be conclusive in every circumstance and will consider the available evidence when investigating a non-delivery claim.

9. Safe Places and Delivery Instructions

If you provide specific delivery instructions, including permission for a parcel to be left in a particular location, you acknowledge that this may increase the risk of loss, theft or damage after delivery to the location you have authorised.

Where a delivery carrier follows the delivery instructions provided by you, we may not be responsible for loss occurring after the parcel has been delivered in accordance with those instructions, except where applicable law provides otherwise.

10. Incorrect or Incomplete Addresses

If an order is returned to us because an incorrect, incomplete or invalid address was provided by the customer, please contact us.

Depending on the circumstances, additional postage may be required before the order can be resent.

Any additional costs resulting from information incorrectly supplied by the customer may be payable by the customer, where legally permitted.

11. Damaged Packaging or Items

Please inspect your parcel as soon as reasonably possible after delivery.

If your jewellery arrives damaged, faulty or materially different from what you ordered, please contact us as soon as possible and provide:

  • Your order number
  • A description of the issue
  • Photographs of the packaging
  • Photographs of the jewellery
  • Any other information reasonably requested to help us investigate the matter

Please retain the original packaging until the issue has been resolved, as it may be required for an investigation with the delivery carrier.

This does not affect your statutory rights regarding faulty, damaged or misdescribed goods.

12. Incorrect Items

If you receive an item that is different from the item you ordered, please contact us as soon as possible.

We will investigate the issue and, where appropriate, arrange a replacement, refund or other remedy in accordance with applicable consumer law.

Please do not return an incorrect item without contacting us first, as this may delay the resolution of your issue.

13. International Shipping

If international shipping is offered, delivery times will vary depending on the destination and shipping service selected.

International orders may be subject to:

  • Customs procedures
  • Import duties
  • Taxes
  • Customs clearance charges
  • Border delays
  • Local postal delays
  • Restrictions applicable in the destination country

Unless expressly stated otherwise at checkout, any applicable customs duties, import taxes or other charges imposed by the destination country may be the responsibility of the customer.

Customers are responsible for ensuring that the products they order can legally be imported into their destination country.

We cannot guarantee that international orders will arrive within a particular timeframe.

14. Refused or Unclaimed Parcels

If a customer refuses delivery or fails to collect a parcel and it is subsequently returned to us, please contact us to arrange the next steps.

Where a parcel is returned because of circumstances attributable to the customer, including failure to collect the parcel or an incorrect address, any additional shipping costs incurred may be deducted from or charged in connection with any subsequent reshipment or refund where legally permitted.

This does not affect any statutory cancellation or refund rights you may have.

15. Events Outside Our Reasonable Control

We will not be responsible for delays or failures caused by circumstances outside our reasonable control, including but not limited to:

  • Severe weather
  • Flooding
  • Natural disasters
  • Strikes
  • Industrial disputes
  • Transport disruption
  • Postal or courier network failures
  • Government restrictions
  • Customs delays
  • Acts of terrorism
  • War or civil unrest
  • Cyber incidents affecting delivery systems
  • Other circumstances beyond our reasonable control

Where such circumstances occur, we will make reasonable efforts to minimise the impact and keep customers informed where appropriate.

Nothing in this section removes or limits any rights you have under applicable consumer law.

16. Delivery Liability

We take reasonable care when preparing and dispatching orders and use delivery services we consider appropriate for our business.

However, once an order has been dispatched, delivery is carried out through third-party postal or courier networks and delays may occur that are outside our direct control.

We will provide reasonable assistance in investigating delivery issues and communicating with the relevant carrier.

Nothing in this Shipping Policy excludes or limits liability that cannot legally be excluded or limited, including your statutory rights relating to faulty, misdescribed or otherwise non-conforming goods.

17. Changes to Delivery Information

We reserve the right to update our shipping methods, delivery charges, processing times and delivery options from time to time.

Any applicable shipping information and charges will be displayed at checkout before you complete your purchase.

Changes will not retrospectively alter shipping terms that have already been agreed for an existing order, except where required by law or agreed with the customer.

18. Contact Us

If you have a question regarding your order or delivery, please contact us through our Contact Us page or by using the customer service details provided on our website.

When contacting us about an order, please include your order number so that we can assist you as quickly as possible.