Each piece is hand crafted to order and as such there is around a 7-10 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.
We like to keep things simple so –
- All UK orders will be sent via Royal Mail special delivery. This service is typically next working day from the date of despatch and is a signed for service.
- Shipping costs a flat fee of £4 and shipping is free on all UK orders over £60.
PLEASE BE AWARE THAT INTERNATIONAL CUSTOMERS PURCHASING FROM OUTSIDE THE UK MAY BE REQUIRED TO PAY CUSTOM AND VAT DUTIES AS ITEMS ENTER THEIR OWN COUNTRY, THIS NOW ALSO INCLUDES THE EU. THESE CHARGES ARE OUTSIDE OF OUR CONTROL AND WILL VARY DEPENDING ON THE DESTINATION COUNTRY’S INDIVIDUAL REGULATIONS, WE ARE UNABLE TO PROVIDE DETAILS OF WHAT THESE CHARGES MAY BE DUE TO THIS. 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 after despatch date are as below,
- UK – 1-2 Days via Special Delivery. Normally next working day.
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 – Unfortunately we cannot refund or replace lost items until after 20 working days after date of despatch (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 or neighbours. In some cases, your item might have been delivered to a post room or colleague. 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 we do not refund 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 transport.
Customs and import taxes
Buyers are responsible for any customs and import taxes that may apply. Phoenix Alchemy Jewellery is not responsible for delays due to customs.
We hope you will be thrilled with your beautiful jewellery. every possible care will be taken to ensure that your it 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 replacements or refunds where damage has been caused by accident, neglect or misuse.
You must contact Phoenix Alchemy Jewellery within 24 hours of placing an order with any changes or cancellation requests, but please be aware that once your order has already been started I might be 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 and insured delivery and want emphasise that jewellery is only insured in transit when posted using RM’s special delivery service. Any other method is at your own risk and we will not be able to refund items lost in transit where they were not insured.
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.