Delivery & Returns Information
Items ordered will be posted out on the next working day via Special Delivery if they are in stock. If an item has to be made to a certain size or is not in stock it can take longer.
UK DELIVERY - FREE
UK delivery is by Royal Mail First Class Signed For, this service requires a signature for delivery. Please ensure you choose a delivery address where someone will be present to sign for the package.
EU DELIVERY - FREE
Delivery within the EU is delivered by the Royal Mail 'International Signed For' service. Delivery is normally within 5-7 working days of despatch and parcels need to be signed for. Please state a delivery address where someone will be present at the time of delivery.
REST OF WORLD DELIVERY - FREE
Delivery outside of the UK and EU is by Royal Mail 'International Signed For' service. Delivery is usually within 7-10 days and a signature will be required at the point of delivery.
Please note, duties and taxes incurred at the point of entry to the destination country are the responsibility of the customer.
All orders are put in our own Jewel Thief boxes and tied with a black satin ribbon.
DELAYED OR LOST DELIVERIES
If your delivery has been delayed, then please contact us and we will provide you with the tracking number to enable you to chase it up with the Royal Mail. We will try and help you to track the delivery if you prefer. We cannot refund or replace lost items until 20 working days after the date of dispatch (30 days for international items) – unfortunately this is due to Royal Mail’s policy - it is only then when the Royal Mail classes items as being lost.
International delivery - When items are sent to another country, your parcel is often handled by more than one postal service. Unfortunately that means delivery problems are more likely. 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. In these cases for a small charge, you can request a proof of delivery certificate from the Royal Mail (www.royalmail.com) by filling in a signature request form. 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.
Jewel Thief Brighton Ltd cannot be held responsible for goods that are lost or delayed in transit.
As each item is ‘made to order’ we cannot accept refunds or exchanges, unless the item is faulty.
In the unlikely event of receiving a damaged or faulty item please contact us within seven days of receipt to notify us of the problem.
The item should be returned using a trackable insured shipping service. It should be securely packaged and you should also include a note of your name, dispatch address, email address and order number.
We only replace items if they are defective or damaged on arrival. If you need to exchange an item for the same product please send us an email request to firstname.lastname@example.org and send your item to: Jewel Thief Brighton, Unit 7 Level 6, New England House, New England Street, Brighton, BN1 4GH by a trackable insured shipping method. We will notify you when your item is dispatched.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
We reserve the right to judge whether an item is faulty rather than miss-treated. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment.
To return your product, you should mail your product to: Jewel Thief Brighton, Unit 7 Level 6, New England House, New England Street, Brighton, BN1 4GH
If you receive a refund or exchange, the cost of return shipping will be paid back to you.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
Please always use trackable shipping service when returning an item. We cannot guarantee that we will receive your returned item, it is your responsibility to track the package and have proof of postage.
Late or missing refunds
Please allow 14 days for a refund to appear after your confirmation email.
If you haven’t received a refund yet, first check your bank account or your credit card company again as sometimes there is a processing delay when refunds are posted.