Delivery & Returns
DELIVERY & RETURNS IN BRIEF
We aim to dispatch your order within 3 to 5 working days, except precious stone and pearl pieces, which can take a little bit longer for us to dispatch.
You have 14 days to return an item for a refund (excluding postage) or an exchange.
Items bought with a promotional code or in the sale are eligible for an exchange, but not a refund.
The fine jewellery collection including engagement and wedding rings are made to order and can take up to 4 weeks for delivery.
Provided the jewellery you would like is in stock; we aim to dispatch your order within 3 to 5 working days. Stone pieces can sometimes take a little longer as we make most things to order in our studio. Adjusted items and items specifically made to order may take up to 2 weeks. If you need something delivered by a certain date, please email us at email@example.com to check if we can guarantee delivery before you buy.
All UK orders over £180 are free to ship. All UK orders under £180 are £3.95 to ship, and all international orders cost £8.
We use 'Royal Mail International Signed For' for international orders and 'Royal Mail Special Delivery', or 'Royal Mail Recorded Delivery' for UK orders.
The fine jewellery collection including engagement and wedding rings are made to order and can take up to 4 weeks for delivery. If you need something delivered by a certain date, please email us at firstname.lastname@example.org to check if we can guarantee delivery before you buy.
We use Royal Mail Special Delivery for your orders, which has an insurance value up to £2,500, which can be increased to £10,000.
London UK Customers:
We understand that sometimes you need something a little bit faster. If this is the case please email us at email@example.com and we will do our best to courier your items to you on the same day for an additional charge.
We deliver internationally for £8. For international returns/exchanges, or any other questions, please contact us on firstname.lastname@example.org. When orders shipped internationally reach the destination country, they may be subject to customs clearance procedures, which can cause delays. Any customs duties are the sole responsibility of the customer.
We hope that you are delighted with your order, but if for any reason you are not perfectly satisfied with your purchase we are happy to offer you a full refund or exchange providing the goods are sent back to us within 14 days of receipt. Please note all returned items should be sent back to us unworn and in their original packaging. We regret that due to hygiene reasons we do not except returns on earrings. Sale or discounted items (e.g. items bought with a promotional code) are exchangeable but we do not offer a refund. It is not possible to exchange full price items for items on sale. Please note that Phoebe Coleman Jewellery cannot refund original postage costs.
Arranging a return is easy. Email our customer care team at email@example.com quoting your name, address, order number and whether you require a refund or replacement. We will then contact you via email with how to proceed. When sending return items we recommend that you use a recorded delivery service, such as Royal Mail Special Delivery, for your own protection. Phoebe Coleman Jewellery cannot be held responsible for items lost in transit.
Bespoke & Fine Jewellery
Our jewellery is lovingly made in our London workshop and we are very happy to adjust your items where appropriate if requested. We also offer bespoke ring sizes - please see our ring size guide for more information. Please be aware that we are unable to offer a refund or exchange for any bespoke size or adjusted item unless the item is damaged or faulty. This includes the Fine Jewellery collection and Wedding & Engagement rings. However, we are very happy to adjust the lengths of our necklaces, bracelets, earrings or the size of our rings. There may be a charge for this, so please email us to enquire.
Our products are lovingly packed and checked before they are sent out, however if upon receipt you believe that an item is damaged or faulty, please let us know immediately by emailing our customer care team on firstname.lastname@example.org to arrange an exchange.
REPAIR & RE-CONDITIONING SERVICE
Phoebe Coleman jewellery is made from either solid sterling silver or 18ct gold/rose gold plated sterling silver. It is important to note that sterling silver naturally tarnishes and gold plating may fade from wear over time. This is considered normal ‘wear and tear’. Phoebe Coleman offers a repair and re-conditioning service to keep your jewellery looking tip-top. We can repair your items at a charge, which will be determined by Phoebe Coleman when the jewellery has been inspected. Please be aware that when we give you a quote for our repair service, the price is dependent upon inspection. Please enquire at email@example.com if this is a service you require, or have a look at the Repairs page.
Any faulty item will be repaired or a replacement of the same style will be offered. This is within reason and will be determined by Phoebe Coleman Jewellery upon receipt of the item. Items that have been worn and damaged are not eligible for replacement, particularly if they are irreparable. Please note that normal ‘wear and tear’ is not a fault in the jewellery. Please email firstname.lastname@example.org with information on the fault and return by post within 10 days.