Terms & Conditions
DELIVERY TIMES
Ready Made Pieces
Ready made jewellery and one off pieces will usually be dispatched within 2-3 working days. If there is a delay for any reason I will contact you.
Made to order Pieces
Whilst I maintain a small stock of some of the most popular jewellery pieces, most pieces are made-to-order and will usually be dispatched within 5 - 7 working days. However, all pieces will be dispatched as soon as possible. If there is a delay for any other reason I will contact you.
You will receive confirmation by email once your jewellery has been dispatched.
Should you urgently need an item for a certain date or special occasion please contact me at hello@wireandwoodjewellery.com and I will do my very best to get the item to you by the required date.
DELIVERY COSTS
Your order will be sent by the relevant and selected post service when ready for dispatch. Standard UK delivery typically takes 2- 4 days from the date of dispatch. Orders over £100 include the cost of delivery and will be sent Royal Mail Next Day Guaranteed when ready for dispatch (UK and Channel Islands). International delivery can take around 2 weeks. Please select the correct delivery option at checkout.
Local drop offs within the M33 area are free, please only select if you are in this postcode.
I can ship worldwide, please select the Worldwide postage option at checkout. Please note that for EU countries in particular you may be subject to import tax costs which you must cover. I will attach a customs declaration form to the parcel to ensure that there are no un-necessary delays but please be aware that customs may hold the package for up to a week before releasing.
PACKAGING
Your jewellery will come beautifully presented in a box unless otherwise stated. Also included is a care card, cleaning cloth and anti-tarnish strip to store with your piece.
Your order will be posted in an Eco friendly postal box which can be recycled.
RETURNS
I 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 me within 5 calendar days of receiving your order.
If you have changed your mind, then please contact me within 14 calendar days to organise its return and a refund or replacement. You will need to return your jewellery in perfect condition in appropriate packaging to ensure it is not damaged in transit. You have 14 days from the date you receive your goods to notify me that you have changed your mind.
I will be unable to provide refunds or replacements where damage has been caused by accident, neglect or misuse.
I 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 I will be unable to refund items lost in transit where they are not insured in transit.
I regret that I 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 e.g. specific gemstones) 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 me within 5 working days and provide an image of the damaged goods. I will help you resolve any issues as quickly as possible by replacing the item and arrange for you to return the faulty item to me by post. Should this occur, I will cover additional delivery costs and re-arrange delivery of a new replacement item. I will confirm the return address in writing, once you have contacted me 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, I may not be able to claim against the Courier or against 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 me from and against any claims relating thereto, to the fullest extent permitted by applicable law.
All my work is covered for up to 6 months from the receipt of your jewellery. Should a fault occur within this timeframe, please contact me with details of the issue and photos of the fault.
I will then require the piece to be returned 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 I am not liable for any other jewellers work. A faulty jewellery item corrected by another jeweller voids the warranty period.
CANCELLATION POLICY
If you wish to cancel an order placed online at wireandwoodjewellery.com that has not yet been dispatched, please email me at hello@wireandwoodjewellery.com within 14 calendar days of your order date. Please note that once your order has been dispatched, I am unable to cancel it. Once you have received your order, you have 14 days to contact me to request a refund, then a further 14 days to return the item. 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, please contact me and I will assist you to locate it with the Royal Mail or the appropriate international postal service.
FOR ROYAL MAIL LOST DELIVERIES:
UK Delivery - Unfortunately I cannot refund or replace lost items until 20 working days after the date of dispatch (30 days for international items) as this is when the Royal Mail classes items as being lost.
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.
Wire & Wood Jewellery cannot be held responsible for goods that are lost or delayed in transit.
RING HOLDER NECKLACES
Every effort is made to ensure that necklace chains and fastenings are secure. The sterling silver chain and clasp are from a third party supplier and Wire & Wood Jewellery cannot be held responsible for the accidental loss of a ring should the necklace come unsecure.