We use Royal Mail for UK delivery. Depending on the value of the order you will be able to choose from various delivery options at the Checkout stage online, ranging from First Class to Special Delivery which can be specified to delivery before either 9am or 1pm or the nominated day.
Special Delivery needs to be signed for, so we recommend you make the arrangements necessary to ensure someone is available to accept the delivery. We will send out a dispatch email the day before your order is delivered so you will know when to expect it. This email will also include your tracking number to trace your delivery.
All orders are dispatched once they have been processed by our online payment processor - please note that this can take up to three working days, however it is usually much sooner than this.
All orders are sent out in unmarked packaging for your discretion, giving no indication of what is contained inside. Within that unmarked bag, all jewellery is packaged in beautiful Kings Hill Jewellery gift boxes.
For international orders we use FedEx for delivery, from time to time we may use other global delivery companies.
You can also select at the Checkout stage to 'Collect in store' - this option is free. The person collecting the goods must have the same name as the order, unless arranged with us in advance, and they will be asked to provide identification for security purposes.
In your Order Confirmation email there will be a link to the tracking page on our website so you can check on its progress at any time.
If you do not have your receipt or Order Confirmation email then please Contact Us. You can call us on 01727 864 700 or email us at firstname.lastname@example.org for an update.
We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at email@example.com. If your return is accepted, we'll send instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any questions about returns at firstname.lastname@example.org.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items, gift cards, and bespoke orders.
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.
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