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Delivery & Returns

UK Delivery

I do not charge for delivery within the UK.

All orders will be sent via 1st Class Royal Mail Tracked Special Delivery Guaranteed and covered by insurance. 

Any pieces that are sent to you will be fully insured up until the point that they are signed for. Please ensure that someone is available to sign for the delivery.

Orders placed on after 1:00 pm on Friday, Saturday or Sunday will be shipped on the next working day to ensure the shortest possible transit time.

In certain circumstances, same-day delivery may be possible to arrange for London based clients or collection from West London. To organise this please call 07879440303 to discuss possible arrangements.

If your order is returned because the postal service could not deliver to you because there was no one available to receive the parcel, then any repeat delivery cost charges may be your responsibility. Shipments will be made on receipt of full payment.

Your order will be delivered to the address you provide. It is the responsibility of the purchaser to make sure that this delivery address is correct.

If you decide to change the delivery address you have submitted please contact me as soon as possible via phone or email. I am not responsible for additional shipping costs if the order has already been shipped. I may also not be able to recall your order once it has been shipped.

I will provide you with a tracking number via email enabling you to follow the progress of your order once it has been shipped.

I am not responsible for any delays in the delivery of your items once they have left and are in the hands of the courier or postal service.

I RESERVE THE RIGHT TO DECLINE ANY ORDERS

International Delivery

For international delivery please contact me to enquire regarding delivery lead time and cost. 

I reserve the right to refuse to do so under particular circumstances. If this is the case, your money will be entirely refunded to you. 

Once your order is confirmed you will be sent a tracking number.

Duties and taxes for pieces shipped outside of the EU will be the responsibility of the purchaser. All other terms and conditions of the delivery of pieces outside of the EU are the same as for UK delivery.

All prices include UK VAT at 20%. When shipping outside the EU VAT will be deducted from the quoted price.

I RESERVE THE RIGHT TO DECLINE ANY ORDERS

Events beyond my control

I will take full responsibility for all goods in transit and if delivery is not made you will be refunded in full.

I will not be responsible for any consequential loss for events beyond my control such as strikes, delays in customs clearance, weather, war etc.

Packaging 

Serena Ansell pieces all come packaged in branded, hand-made leather jewellery boxes and carefully wrapped in protective packaging to ensure no damage in transit occurs.

All items shipped are photographed before shipping to confirm that they have left in perfect condition.

In the unlikely event that your order is damaged in transit, please contact me immediately.

Returns

I hope that all of my clients will be entirely satisfied with their purchase.

If you wish to return your order, please contact me within 7 days to request a return.

Please do not ship your order back to me without requesting a return as the correct paperwork and may not be ensured. I will not be obliged to refund for any losses that occur during unauthorised returns.

I cannot give refunds for pieces that have been worn or show any signs of damage.

Once the goods have been delivered to you, you become the owner and therefore hold them at your own risk.

I will be happy to make any possible repairs or needed adjustments in my workshop.

The responsibility of payment for repairs depends on the cause of the issue with the piece. Please contact me via phone or email to arrange a return for repair.

Pieces should be sent back in their original jewellery boxes, whether they are being returned or not.

Returns will be free from any of the countries to which we ship provided you have requested a return.

I normally use FedEx as my courier of choice.

Alternatively, you can also bring your items to our office in West London. Please call 07879440303 to arrange an appointment.

Once I have received the item which you have returned in the same condition that it was sent to you I will refund your original payment card, unless instructed to do otherwise by you.

I reserve the right to cancel an order placed by you if I do not have the ordered item in stock or if one or more of the items you have chosen were priced incorrectly on my website due to error. If I do have to cancel your order, I will notify you straight away via email and re-credit to your account any cost deducted from your credit card as soon as possible.

I will not be obliged to offer any additional compensation for disappointment suffered.

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