DELIVERY & RETURNS

Delivery & Returns

DELIVERY

All UK orders are sent via Royal Mail Special Delivery (or equivalent tracked, signed-for, fully insured service). Ready-to-buy pieces are dispatched within [X] working days of cleared payment. Bespoke and made-to-order pieces are handmade specifically for you. Our bespoke process typically takes seven weeks from confirmed design and deposit — Seven Weeks. One Story. Yours Forever. Occasionally, sourcing rare or specific gemstones may extend this timeline; if so, we'll let you know as early as possible. We ship to the UK and most countries worldwide. We do not currently ship to the EU, due to post-Brexit import VAT and customs complexity — we're working on a solution and hope to reintroduce EU shipping in future. For international orders outside the UK, any import duties or local taxes are the customer's responsibility.

RETURNS — READY-TO-BUY ITEMS

Ready-to-buy pieces purchased online can be returned within 14 days of receipt for a full refund, in line with UK Consumer Contracts Regulations. Items must be returned unworn, undamaged, and in their original packaging, with any tags or certificates included. Return postage is the customer's responsibility unless the item is faulty. We recommend using a tracked, insured service, as we can't take responsibility for items lost in transit. Refunds are processed once the returned item has been inspected and confirmed to meet the above condition.

BESPOKE & MADE-TO-ORDER COMMISSIONS

Because bespoke and made-to-order pieces are created specifically for you, they are non-refundable and cannot be exchanged, except where the piece is faulty. If you believe your bespoke piece has a manufacturing fault, please contact us within 30 days of receiving the item. Faults reported within this window will be assessed and resolved at no cost to you, in line with UK consumer law. After 30 days, any repairs — including manufacturing faults — will be chargeable. We're always happy to quote for repairs, resizing, or refurbishment on any Illustrated Jeweller piece at any time. This doesn't affect wear-and-tear, accidental damage, or changes of mind — only genuine manufacturing faults reported within 30 days are covered free of charge.

YOUR STATUTORY RIGHTS

Nothing in this policy affects your statutory rights under the UK Consumer Rights Act 2015. Depending on the circumstances, you may be entitled to a repair, replacement, or partial refund beyond the timeframes set out above.