International Shipping
How long does a JdL piece take to make?
Each JdL piece is individually handmade to order with love and care in our London studio. We generally request that customers allow 3-4 weeks for delivery of their order.
If you require something more urgently, please get in touch and we will always see how we can best accommodate your needs.
What are your International delivery times and prices?
All international orders are sent via Royal Mail’s Tracked service, which includes insurance. We will send you an email letting you know when we have dispatched your order.
Europe
- from £17.50 for orders under £500- Items will be sent via Royal Mail Airmail Tracked & Signed, where possible. Where this is not an option, they will be sent using a Royal Mail Airmail Tracked service.
- FREE for orders over £500 - Items will be sent via Royal Mail Airmail Tracked & Signed, where possible. Where this is not an option, they will be sent using a Royal Mail Airmail Tracked service.
Please allow up to 5 working days to arrive from the shipping notice. However, please note this is dependent on local postal services in your country.
Rest of the World
- £25 for orders under £500- Items will be sent via Royal Mail Airmail Tracked & Signed, where possible. Where this is not an option, they will be sent via Royal Mail Airmail Tracked service. Please allow up to 7 working days to arrive. However, this is dependent on local postal services in your country.
- FREE for orders over £500 - Items will be sent via Royal Mail Airmail Tracked & Signed, where possible. Where this is not an option, they will be sent via Royal Mail Airmail Tracked service. Please allow up to 7 working days to arrive. However, this is dependent on local postal services in your country.
Please note: As a customer, you are responsible for paying any customs and duty or taxes incurred in the country of destination. Also be mindful that international orders are subject to customs checks, which can cause delays on some occasions. Your local customs office can help you understand these costs and timeframes.
How will the order be packaged?
We send each item in our branded JdL packaging. We’ve stripped back on our wrapping more recently, moving over to a more sustainable supplier. Should you wish to receive your order in unbranded packaging, please email us with your order reference, so that we can arrange this for you.
How do I notify you if the delivery address has changed?
If you would like to change the delivery date or address of your order - or if there is an error - it is your responsibility to inform us as soon as possible. We will work to try and accommodate this request, however Jessica de Lotz Jewellery cannot be held responsible for any delivery delays once the order has been dispatched and is in the postal service’s possession. Orders will only be dispatched once payment has been received in full and approved.
What is your Returns Policy?
Please note that Jessica de Lotz Jewellery operates a different policy for items bought in-store and online. Please read the below carefully.
Online Returns Policy
All website orders are individually handmade to order and therefore all JdL Jewellery sales are final, in line with the UK’s Consumer Contracts Regulations: made-to-order items cannot be cancelled or returned unless faulty. As such, we cannot accept any returns, unless an item has arrived to you faulty, or we have made a mistake with your order. In such cases, please contact us as soon as possible and we will do our best to resolve the issue.
If you wish to cancel an order before it has been made, please contact us within 48 hours of placing the order. If an item needs to be resized, please read further down.
Sale items are not eligible for refund or exchange, unless the item in question is faulty.
In the event that an item is faulty, defective, or incorrect, you must inform us in writing with full details of the order and the defect. The item/s in question must additionally be sent back to us within 14 days of receipt, along with your proof of purchase.
Where possible, orders should be returned with both the items and all packaging in their original condition - unworn; securely wrapped; including our delivery slip. Please mark as ‘Return’ on the external packaging; items for inspection must be sent at your risk and cost. The cost of the returns must be covered by the customer.
For international returns: Please clearly state on the customs form that this is "returned item sent back to vendor”. If not clearly stated, any customs charges incurred by the Seller will be deducted from your refund, or charged to you in cases where items are sent back for repair/resizing.
We advise you to post items back to us via Royal Mail Special Delivery Tracked service, and make sure to keep a note of your tracking number. We are not responsible for lost packages and we cannot issue a refund in the event that your package is lost or damaged.
Return Address:
Jessica de Lotz, 49 Fortess Road, London Kentish Town, NW5 1AD
All items received will be reviewed by the JdL Jewellery team and any item displaying damage deemed to be a result of misuse, accidental damage or fair wear and tear caused by you will not be accepted as faulty.
If a fault or defect is confirmed by the JdL Jewellery team, you will then have the option to receive a replacement, have the item repaired, exchange it for an alternative item or receive a full refund.
Any refunds will be issued to the original payment method to the value of the item printed on the original receipt.
Please note: Resizing requirements do not fall under the category of faulty. This is an additional service we can offer - further costs may apply.
Nothing in this policy affects your legal rights.
