SHIPPING AND RETURNS

Royal Mail Updates

Due to upcoming Royal Mail strikes, there may be delays to deliveries throughout the festive season. Royal mail currently have strikes planned for:

Thurs 24th November
Fri 25th November
Weds 30th November
Thursday 1st December
Friday 9th December
Wednesday 14th December
Thurs 15th December
Fri 23rd December
Sat 24th December

These dates are subject to change depending on Royal Mail negotiations. For the latest news on Royal Mail industrial action click here

Delays caused by the Royal Mail strikes are beyond the control of our small businesses. We advise you to order as early as possible to avoid any potential delays.

DELIVERY TIMES

Whilst we maintain a small stock of the most popular jewellery pieces, typically each piece of handmade jewellery is made-to-order and will usually be dispatched within 14 working days. However, all pieces will be dispatched as soon as possible. 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 at sandra@sandraelizabeth.com and we will do our utmost to get the item to you by the required date.

SHIPPING WITHIN THE UK

Delivery Rates for jewellery:

Standard Delivery within the UK - £2.85 (first class, signed for)
Special Delivery within the UK - £6.85. (by 1pm next day delivery, compensation available)

We use Royal Mail tracked service which does not require a signature as it will be posted through your letterbox if the item is small enough. If the item is larger and you are not in to accept your order the courier may choose to leave it in a safe place or leave a calling card for you

DELIVERY TO THE EU

Standard Delivery - £9.95 (tracked and signed, compensation available)

Delivery times vary from 3-7 working days from dispatch. Not including the time your order will spend in the workshop. Compensation from Royal Mail is up to £50. Additional compensation up to £250 is available from Royal Mail, please request at the time of purchase. Please contact us if you require additional compensation.

Please be aware that now the UK has left the EU, anyone purchasing from outside the UK may be charged customs and VAT duties as their items enter their own country. These duties are set by the government of each country and are outside our control

INTERNATIONAL SHIPPING (rest of world)

Standard Delivery - £12.75 (tracked)

Delivery times vary from 5-10 working days from dispatch. Not including the time your order will spend in the workshop. Compensation from Royal Mail is up to £50. Additional compensation up to £250 is available from Royal Mail, please request at the time of purchase.

Customs tariffs:

Please note we cannot be held responsible for items delayed in customs when entering the country. Any customs charges are solely the responsibility of the buyer.

GIFT WRAPPING

Gift wrapping is available upon request. If you would like your piece gift wrapped, please contact us for more details.

PACKAGING

Your jewellery will come beautifully presented in a secure presentation box wrapped in tissue and ribbon and placed inside a sturdy recyclable post box. Christmas decorations are wrapped in tissue and posted in a recyclable padded envelope. International packets are put inside the delivery company’s package.

Items can be sent to the gift recipient’s address at your request. Please contact us prior to dispatch.

Each piece of jewellery also comes with tips on how to keep your jewellery looking beautiful.

RETURNS

We hope you will be thrilled with your new 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 an item is returned but not deemed faulty the return delivery charge will be at a cost to the buyer and we will refund the product price only. Please enclose your original invoice or a note with your contact and order details.

We strongly recommend that you return your jewellery using tracked delivery. 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.

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 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.

CANCELLATION POLICY

If you wish to cancel an order placed online at sandraelizabeth.com that has not yet been dispatched, please email us at sandra@sandraelizabeth.com 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 where available to enable you to locate it with the appropriate postal service.

LOST DELIVERIES:

Domestic delivery

If a parcel is lost or damaged a claim for compensation to Royal Mail can be made when parcels are sent using SPECIAL DELIVERY

International delivery

When items are sent to another country, your parcel may be handled by more than one postal service. When we send a parcel abroad, the actual delivery of the item will be the responsibility of the postal company used in the country the items are going to. Delays can often be caused by customs checks, which can sometimes take up to 1-2 weeks.

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 appropriate 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.

Sandra Elizabeth cannot be held responsible for goods that are lost or delayed in transit.