Delivery & Returns

Dispatch & Delivery

Dispatch times may vary according to the availability of a chosen product. All in stock items are dispatched within 1 -2 weeks, with most orders being dispatched within 3 to 5 working days. Please note that dispatch times may take longer at busy periods, such as Christmas.

All jewellery items are dispatched using Royal Mail’s 1st Class recorded (signed for) delivery as standard.

If your purchase is returned to me by Royal Mail it is the buyer’s responsibility to pay for all of the postage costs to have the item/s reposted.

Stated delivery times may be subject to delays resulting from postal delays outside of Jen Williams Jewellery’s control. For these, you agree that Jen Williams Jewellery will not be held responsible.

Returns

In the rare event that goods are delivered faulty or damaged please contact me by email on: hello@jenwilliamsjewellery.co.uk so that I can arrange a replacement or a refund.

If the package you receive is damaged or open please do not accept the delivery and contact me immediately to arrange a replacement. Should this occur, we will cover additional delivery costs and re-arrange delivery of a new replacement item.

Faulty items will only be accepted for return if the goods have been delivered to the customer damaged, or if a manufacturing fault occurs within the 6 months after delivery. All items that are returned as faulty will be assessed by Jen Williams Jewellery, and any item displaying damage that is deemed to be a direct result of fair wear or accidental damage will not be accepted as faulty. I offer a full repairs service for such items. 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 custom made or personalised items cannot be returned for a refund or exchange unless faulty.

Jen Williams Jewellery does not accept any responsibility for return postage costs, nor for any items lost, stolen or damaged in transit. These responsibilities are those of the customer. Therefore we strongly recommend using a secure and tracked service to return the goods to Jen Williams Jewellery.

Exchanges

Unfortunately, I do not exchange products. However, you can return an unwanted item to us for a full refund and place a new order for an alternative item.  If for any reason you are not completely satisfied with your online purchase and would like to return the item for a refund, please contact us within 14 days of receipt of your purchase.  Please note that earrings are excluded from the refund policy due to hygiene reasons. We are unable to refund any earrings purchased at Jen Williams Jewellery.  Also exempt from any refund are bespoke/made-to-order/personalised commissions or jewellery altered to a customer request.

Refunds

If there are any problems with your order we shall contact you as soon as possible.  Please refer to our returns policy above.  Refunds will only be made via the original payment method.

If you do come across a problem, please contact me at hello@jenwilliamsjewellery.co.uk supplying as much information as possible in order to allow me the best chance of successfully solving the issue and providing you with the best service.