BOUTIQUE FAQs

How do I place an order?
Simply add the items you wish to purchase to your on-line shopping cart by clicking ‘Add to Shopping Bag’ and following the instructions on screen. If you wish to add more items to your shopping bag, click ‘Continue Shopping’. When you are ready to pay for your items, select ‘Proceed to Checkout.’

What methods of payment do you accept?
We process all payments via PayPal. Simply enter your debit/credit card details or PayPal account details at the checkout to complete your purchase using this secure transaction method.

How long will it take for my order to arrive?
Delivery lead times for each piece can be found on the individual product pages, next to the price. Please note that these are maximum timescales and the majority of orders are despatched within 1 – 2 weeks of the order being placed. If your order includes any bespoke requests, we will advise delivery timescales once your order has been placed.

Do you ship internationally?
Yes, we are happy to ship our beautiful products to customers outside the UK, subject to our international delivery charge. Please note that import duties for international deliveries are the responsibility of the customer.

How much does delivery cost?
Delivery is free within the UK mainland. International delivery is charged at £20 per order.

Do you offer a bespoke service?
Many of the designers we work with offer a bespoke service to customers, enabling you to change elements of the design to your own specification e.g. band colour, location of embellishment etc. To use this service, either select the option you require before adding the item to your shopping bag or contact us via our Personal Shopper Form.

How do I contact you regarding an order I have received?
If you have any concerns or questions about your order, or believe it to be faulty or damaged, then please contact us at [email protected] giving us your name, contact phone number, order number, and a brief explanation of the issue. We aim to respond to you within 48 hours.

How do I exchange an item?
If, having contacted us, you wish to exchange a returnable item, we ask that you return it to us within 14 days of receipt, in the condition it was sent to you, unworn and in its original, undamaged packaging, with all labels and tags still attached. We also request that any products you do return to us are repackaged properly to prevent damage and are fully insured by Royal Mail, or a suitable alternative postal service. As many items are shipped straight from the designer, we will confirm the return address to you by email. Once the item has been received and its condition verified, we will work with our suppliers to replace it as quickly as possible.

Where the replacement item costs more than the original item ordered, we will contact you to arrange payment of the difference. Payment of the additional charge will be required before the replacement item can be despatched.

Where the replacement item costs less than the original item ordered, we will contact you to arrange a refund of the difference. Refunds will be processed as soon as possible. This usually only takes a few days, however please allow up to 30 days for the refund to show in your bank account.

Please note that due to hygiene reasons we cannot accept returns for earrings or edible items such as cake pops or chocolate favours.

Click here to view our full returns policy.

How do I return an item?
If, having contacted us, you wish to return an item for refund, we ask that you return it to us within 14 days of receipt, in the condition it was sent to you, unworn and in its original, undamaged packaging, with all labels and tags still attached. We also request that any products you do return to us are repackaged properly to prevent damage and are fully insured by Royal Mail, or a suitable alternative postal service. As many items are shipped straight from the designer, we will confirm the return address to you by email. Once the item has been received and its condition verified, we will process your refund as soon as possible. This usually only takes a few days, however please allow up to 30 days for the refund to show in your bank account.

Please note that due to hygiene reasons we cannot accept returns for earrings or edible items such as cake pops or chocolate favours.

Click here to view our full returns policy.

Do I have to pay for returning an item?
Where an item is returned for refund, the cost of return is covered by the customer, unless the item is faulty.

Do I have to pay if I am exchanging an item?
Where an item is returned for exchange, the cost of return and redelivery are covered by the customer, unless the item is faulty. Where an item is faulty, we will cover the cost of return, up to a maximum value of £5 and will redeliver the item for free.

What if my return is delayed, damaged or lost?
We request that any products you do return to us are repackaged properly to prevent damage and are fully insured by Royal Mail, or the alternative postal service you decide to use. If your parcel is delayed and it arrives with us outside of our returns period, refunds may be made at our discretion and will require proof of postage.
If your parcel is lost or damaged, we will not be able to provide a refund or exchange. We therefore recommend that you use a trackable and insured carrier service.
 
I have ordered multiple items – will they arrive together?
If your order consists of pieces from just one designer, we aim to despatch all items at the same time. Where this is not possible, the items will be sent separately, as soon as they are available.
If your order consists of pieces from multiple designers, each designer will ship their items separately.

What if only part of my order is in stock?
If you have ordered multiple items and only part of your order is in stock, we will aim to despatch all items together, unless you indicate that the items which are in stock are required in advance of the other items. To contact us regarding this matter, please email us at [email protected].

The item I am buying says 4 – 6 week delivery, however I need it sooner than that – how quickly can it be despatched?
Delivery lead times quoted for each piece are maximum timescales and the majority of orders are shipped much quicker. If you require expedited delivery, please contact us at [email protected] and we will liaise with our suppliers to confirm how quickly the item(s) can be shipped.

What if my order is not delivered?
In the unlikely event your parcel is deemed lost by Royal Mail, a replacement will be sent free of charge. Please contact us at [email protected] to arrange a replacement.

What if I cannot accept delivery?
If you are unable to accept delivery of your item for reasons beyond our control, re-delivery can be arranged, however will be subject to the prevailing delivery charge.