DELIVERY TIMES
Stock Items:
Your jewellery will usually be dispatched within [2-3] working days. If there is a delay, for any reason, we will contact you.
Made to order:
We maintain a small stock of jewellery pieces, however, if a piece of handmade jewellery is made-to-order it will usually be dispatched within an agreed timescale, previously agreed with you, depending on the level or work required. If there is a delay, for any other reason we will contact you.
You will receive confirmation by email once your jewellery has been dispatched.
However, should you urgently need an item for a certain date or special occasion please contact us and we will do our utmost to get the item to you by the required date.
DELIVERY COSTS
You also want to be clear on your shipping method and associated costs so there are no surprises for the customer. You may prefer to charge shipping separately from the product price, or you may prefer to include shipping in your total product price. You always want highlight the possibility of customs charges and include a disclaimer as you have no control over these and they are charged by the recipients government.
Example:
Your order will be sent by Royal Mail. This service typically takes 2-3 of days from the date of dispatch.
Gift wrapping is available upon request. If you would like your piece gift wrapped, please contact us - for more details.
Deliveries outside of the UK
We are currently not delivering outside the UK.
When we do begin delivering outside the UK, information will be posted here.
PACKAGING
Your jewellery will come beautifully presented in a box or envelope, previously selected.
Items sent to the gift recipient’s address at your request. Please contact us prior to dispatch.
Each piece of jewellery also comes with detailed care instructions.
RETURNS
It is vital to outline your returns process covering scenarios such as the customer changing their mind, incorrect item being received and the item being faulty on arrival. This will give you a process to follow should these situations arise, but also gives the customer peace of mind should anything unexpected happen. When selling online, you are bound by the Consumer Rights Act (2015) the Consumer Contracts Regulation from a Returns perspective. This dictates that you must provide a 14 day cancellation period from the day you place your order and from 14 days from the day the customer receives that order. This is the current law in the UK and EU so if you are located elsewhere do check the legal guidelines where you are. Your returns policy should at a minimum reflect the law. Custom orders such as personalised jewellery that cannot be resold is exempt from this policy.
We hope you will be thrilled with your beautiful jewellery. Every possible care will be taken to ensure that your jewellery arrives safely, but if there has been damage caused in transit please CONTACT US within 5 calendar days of receiving your order.
If you have changed your mind, then please CONTACT US within 14 calendar days to organise its return and a refund or replacement. You will need to return your jewellery in perfect condition and in its original packaging. You have 14 days from the date you receive your goods to notify us that you have changed your mind.
We will be unable to provide refunds or replacements where damage has been caused by accident, neglect or misuse.
We strongly recommend that you return your jewellery using tracked delivery and want to emphasise that jewellery is only insured in transit when posted using Royal Mail’s Special Delivery Service. Any other delivery method is at your own risk and we will be unable to refund items lost in transit where they are not insured in transit.
We regret that we cannot offer refunds on earrings for health and safety reasons.
Custom orders or commissions (i.e. those made to a requested size not generally listed on the website or with personalisation) may not be eligible for refund or exchange.
DAMAGED ITEMS
If you should receive an item that is defective, damaged or not what you ordered, please CONTACT US within 5 working days and provide an image of the damaged goods. We will help you resolve any issues as quickly as possible by replacing the item and arrange for you to return the faulty item to us by post. Should this occur, we will cover additional delivery costs and re-arrange delivery of a new replacement item. We will confirm the return address in writing, once you have contacted us about the fault.
If you suspect a parcel has been damaged in transit, parcels should be opened in the presence of the Courier upon receipt of the goods. This will allow you to verify that the Goods are contained in the parcel are untampered with and undamaged. Should you fail to do this, and subsequently find the Goods are not contained therein, or have been damaged during delivery, we may not be able to claim against the Courier or against our insurers. Accordingly, if you do fail to do this, you agree that you will be solely liable for any such loss or damage and shall waive, release and indemnify us from and against any claims relating thereto, to the fullest extent permitted by applicable law.
All our manufacturing work is covered for up to 6 months from the receipt of your jewellery. Should a fault occur within this timeframe, please CONTACT US with details of the issue and photos of the fault.
We will then require the piece to be sent to us for inspection. If it is determined during the inspection that the damage has been caused by accident, neglect or misuse, there will be a small charge for this service, to cover the cost of the repair along with any shipping costs incurred.
Please note that we are not liable for any other jewellers work. A faulty jewellery item corrected by another jeweller voids our warranty period.
CANCELLATION POLICY
If you wish to cancel an order placed online at SannaJewelleryDesigns.co.uk that has not yet been dispatched, please email us within 14 calendar days of your order date. Please note that once your order has been dispatched, we are unable to cancel it. Once you have received your order, you have 14 days to CONTACT US to request a refund, then a further 14 days to return the item to us. The item(s) will need to be returned in perfect, unworn condition and in their original packaging to be eligible for a refund. In this circumstance, please follow the above return instructions.
Your refund will be processed within 7 calendar days.
The above does not affect your statutory rights.
Purchases exempt from both the refund and exchange policies, unless they are structurally faulty are:
- Bespoke pieces (commission work)
- Customised pieces (pieces that have been altered from their original design shown online).
- Earrings due to hygiene reasons.
LATE AND LOST DELIVERIES
If your delivery has been delayed, then please contact us and we will provide you with the tracking number to enable you to locate it with the Royal Mail Tracking.
FOR ROYAL MAIL LOST DELIVERIES:
UK Delivery - We unfortunately cannot refund or replace lost items until 20 working days after the date of dispatch as this is when the Royal Mail classes items as being lost.
International delivery - We are not currently delivering internationally.
Items not received but tracked as being delivered - this frequently happens when items are delivered to places of work. In some cases, your item might have been delivered to a post room or colleague within your company and someone else will have signed for it. You can check the signature of the person that has signed for the parcel, by entering your tracking number on the Royal Mail website. Please note that we do not refund or replace items that are tracked as being delivered. For this reason, we always recommend that you get items delivered to your home address.
Strathconan Jewellery Designs cannot be held responsible for goods that are lost or delayed in transit.