Delivery & returns

Processing time

Each piece is handmade to order and as such there is a 10-14 day wait for dispatch. The time I need to prepare an order for shipping can vary though, so for details please refer to the individual listing or get in touch.

Shipping

We like to keep things simple so –

  • all UK ORDERS WILL BE SENT BY VIA ROYAL MAIL 1ST CLASS recorded DELIVERY OR BY SPECIAL DELIVERY, DEPENDING ON ORDER VALUE. THese SERVICEs TYPICALLY TAKE 1-2 WORKING DAYS FROM THE DATE OF DISPATCH and both are signed for services.
  • DELIVERIES OUTSIDE OF THE UK WILL BE SENT VIA ROYAL MAIL STANDARD AIRMAIL, OR WITH THEIR TRACKED AND SIGNED FOR SERVICE, DEPENDING ON THE ORDER VALUE. DELIVERY TIMES FOR INTERNATIONAL ORDERS VARY BUT FOR EUROPE Its around 3-5 WORKING DAYS from date of dispatch, USA and canada 7-10 days and the rest of the world 10-14 days
  • SHIPPING COSTS A FLAT FEE OF £3 FOR UK DESTINATIONS, AND £5 WORLDWIDE. SHIPPING IS FREE ON ALL UK ORDERS OVER £60 AND all WORLDWIDE orders over £100.
 

PLEASE BE AWARE THAT INTERNATIONAL CUSTOMERS MAY BE REQUIRED TO PAY CUSTOM DUTIES AND WE ARE UNABLE TO PROVIDE DETAILS OF WHAT THESE CHARGES MAY BE. THESE CHARGES ARE OUTSIDE OF OUR CONTROL AND WILL VARY DEPENDING ON THE DESTINATION COUNTRY’S INDIVIDUAL REGULATIONS. THESE CHARGES ARE THE RESPONSIBILITY OF THE CUSTOMER AND NOT PHOENIX ALCHEMY JEWELLERY.

Estimated shipping times

All items are posted by Royal Mail and estimated shipping times are as below,

  • United Kingdom : 1 – 2 business days
  • United States : 7 – 10 business days
  • Europe : 3 – 5 business days
  • Australia, New Zealand and rest of world : 10 – 14 business days

Please allow for extra delays during busy times of the year, such as public holidays and the christmas period. IF YOUR DELIVERY HAS BEEN DELAYED, THEN PLEASE CONTACT US WITH THE RELEVANT ORDER NUMBER AND POSTAGE TRACKING NUMBER IF APPLICABLE.

UK DELIVERY – WE UNFORTUNATELY 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.

INTERNATIONAL DELIVERY – WHEN ITEMS ARE SENT TO ANOTHER COUNTRY, YOUR PARCEL IS 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 SERVICE 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 or neighbours. 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. PHOENIX ALCHEMY JEWELLERY CANNOT BE HELD RESPONSIBLE FOR GOODS THAT ARE LOST OR DELAYED IN TRANSIT.

Customs and import taxes

Buyers are responsible for any customs and import taxes that may apply. I’m not responsible for delays due to customs.

Returns

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 as soon as possible after receiving it to let us know.

IF YOU HAVE CHANGED YOUR MIND, Then you have 7 days to contact phoenix alchemy jewellery in regards to sorting an exchange/refund and all items must be shipped back to me within 14 days.

You must contact us before the return of an order, and once I have been informed and the refund/exchange agreed to, the goods must be returned with all packaging and in original, unused condition.

WE WILL BE UNABLE TO PROVIDE REFUNDS OR REPLACEMENTS WHERE DAMAGE HAS BEEN CAUSED BY ACCIDENT, NEGLECT OR MISUSE.

you need to CONTACT phoenix alchemy jewellery WITHIN 24 HOURS OF PLACING AN ORDER FOR ANY CHANGES OR CANCELLATION REQUESTS, BUT PLEASE BE AWARE THAT ONCE YOUR ORDER HAS ALREADY BEEN STARTED I am UNABLE TO HELP as every piece is made to order.

The following items can’t be returned or exchanged

Because of the nature of these items, unless they arrive damaged or defective, I can’t accept returns for:

  • Custom or personalised orders
  • Earrings or Piercing Jewellery (for health/hygiene reasons)
  • We will not exchange/refund any goods that we believe to have been worn, damaged or soiled and we reserve the right to refuse refunds or exchanges on those terms

 

Conditions of return

Buyers are responsible for return shipping costs.

The return item is your responsibility, and not phoenix alchemy jewellery, until it reaches us. 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. If the item is not returned in its original condition, the buyer is responsible for any loss in value.

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, here 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.

*Shipping charges are non-refundable, except where we take responsibility for the exchange/refund*

Questions about your order?

Please contact me if you have any problems with your order.