Terms and Conditions

As a user of the Site you acknowledge that your use of the Site and/or any transactions you make are subject to our terms and conditions below:

You are responsible for reading the terms and conditions. When you place an order with us you will be deemed to have read, understood and accepted these terms and conditions.

Delivery Times

Whilst we may carry a small stock of the most popular jewellery designs, typically each piece of jewellery is handmade to order so you can expect your order to be dispatched within 10-14 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 be able to keep up-to-date on the progress of your order using a link including with your order confirmation. 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 info@phoenixalchemyjewellery.co.uk and we will do our utmost to get the item to you by the required date.

Delivery services and payment

UK orders will be sent by via Royal Mail 1st class recorded delivery or by special delivery, depending on order value. This service typically takes 1-2 working days from the date of dispatch.

Deliveries outside of the UK will be sent via royal mail’s tracked and signed for service. Delivery times for international orders will vary. Please see delivery and returns for more details

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.

We shall have no liability to you for any failure or delay in supply or delivery or for any damage or defect to products supplied or delivered here under that is caused by any event or circumstance beyond our reasonable control (including, without limitation, strikes, lockouts and other industrial disputes)

The price payable for the products you order is that set out on our web site at the time you place your order.

We currently use third party payment service provider(s) to process all online transactions. For information about the measures that the service provider(s) have put in place to protect your security, please refer to their respective web site(s) www.paypal.co.uk, www.stripe.com


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

You need to contact Phoenix Alchemy Jewellery within 24 hours of placing an order for any changes or cancellation requests. Please be aware that once your order has already been started I may be unable to help as every piece is made to order.

We will be unable to provide refunds or replacements where damage has been caused by accident, neglect or misuse.

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.

We regret that we cannot offer returns or 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.

Damaged items

If there has been damage caused in transit please contact us as soon as possible after receiving and provide an image of the damaged goods. We will help you resolve any issues as quickly as possible. We will confirm the return address in writing, once you have contacted us about the fault.

If you suspect a parcel has been damaged in transit, parcels should be opened in the presence of the Courier upon receipt of the goods.  This will allow you to verify that the Goods are contained in the parcel are untampered with and undamaged. Should you fail to do this, and subsequently find the Goods are not contained therein, or have been damaged during delivery, we may not be able to claim against the Courier or against our insurers. Accordingly, if you do fail to do this, you agree that you will be solely liable for any such loss or damage and shall waive, release and indemnify us from and against any claims relating thereto, to the fullest extent permitted by applicable law.

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.

Cancellation Policy

If you wish to cancel an order placed online at phoenixalchemyjewellery.co.uk that has not yet been dispatched, please email us at info@phoenixalchemyjewelllery.co.uk within 24 hours of your order date.  Please note that once your order has been started or dispatched, we are unable to cancel it as we manufacture to order. Once you have received your order, you have 7 days to CONTACT US to request a refund, then a further 7 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.

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 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. 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.

Prices, Order and Payment

The price payable for the products you order is that set out on our web site at the time you place your order.

We currently use third party payment service provider(s) to process all online transactions. For information about the measures that the service provider(s) have put in place to protect your security, please refer to their respective web site(s) www.paypal.co.uk, www.stripe.com

Intellectual Property, Design and Reproduction

You acknowledge and agree that all copyright, trademarks and intellectual property rights in all materials (including pictures, designs, logos, photographs, text written and other materials) and the contents of these pages and in respect of any products that you purchase shall remain at all times in our ownership or in our licensors.

You acknowledge and agree that the material and content contained on the Site is available for your non-commercial use with the sole purpose of assisting you to gain information in order to place an order with us.

You further agree that the modification, distribution reproduction or incorporation into any other work of part or all of the material available on the Site in any form is strictly prohibited.

We reserve the right to change and amend these terms and conditions. Any changes we make will be deemed to have come into effect on the date that they have been posted on the Site.

For more information on our privacy policy, please see here

For information about your rights under UK data protection laws, see the web site of the UK Data Protection Commissioner.