Delivery & Returns
Orders are dispatched using DHL, Monday - Friday (excluding UK Bank Holidays). All weekend orders will be processed on Monday. If your ring needs to be resized, please allow 14 working days from the time of order. For bespoke orders, please allow approximately 10-12 weeks for delivery from order. All UK deliveries via DHL are free of charge. International shipping will be charged at a flat fee of £40.
We hope you will love your new jewellery but if you are unhappy with your order we would be happy to help you with an exchange.
Please note however, that due to the handmade nature of our rings (which would have been sized for you) and all other bespoke or made-to-measure jewellery, they sadly cannot be exchanged or refunded.
Only items from our Guiding Star collection are able to be exchanged for other items provided they are unworn and in their original packaging. If you would like to return these items, please notify us by email, with a heading RETURN including order number, full name and address and email to email@example.com within 14 days of receiving your item, so that we can facilitate your exchange. The items must then be returned and received by us, no later than close of business within 21 days of receiving your purchase.
All returned pieces will be subject to a quality control inspection, and the original packaging must be intact. We reserve the right to refuse an exchange if the piece received is determined to have been worn or is scratched or damaged in any way.
Before sending out our jewellery, we cleanse them energetically and quality inspect them. However, should your jewellery be incorrect, please do email us within 24 hours of receipt to firstname.lastname@example.org and we will facilitate the exchange.
- Please include full name, order number and email address within the return package.
- You must return goods to us and insure for the goods’ full value. Please use a reputable courier service.
Please return goods to:
Charlotte Reedtz Ltd
20 The Avenue
We strongly recommend that you send your order back to us via a trackable service. Charlotte Reedtz Ltd cannot be held responsible for returns and does not accept responsibility for pieces lost in transit.
Unfortunately, all international orders are final sale and cannot be exchanged.
Receiving a Refund
- Refunds will be credited to the original purchaser’s method of payment.
- On receipt of a return, we will process the refund as soon as possible. We estimate refunds will be made by the provider of your payment method within 7-10 working days. Working days are Monday to Friday excluding UK public holidays.
Please retain your delivery note until you have received your refund.
To be eligible for an exchange, your item must be in the same condition that you received it, unworn, unused and in its original packaging. You’ll also need the receipt or proof of purchase.
Clients are responsible for sending the returns, tracking any returns and making sure they arrive back with us safely. Any delay/issues must be resolved directly by the client with the shipper.
The shipping and postage receipt for returning the package must be retained by you. We cannot accept responsibility for parcels damaged or lost in transit. We are not liable to exchange any item if the goods are returned to us broken or damaged.
Once we have received the goods we will exchange the item within15 working days, but aim to do so faster. Please note delivery charges will not be refunded, unless the item was faulty.
If you have any queries or need help with your exchange please do not hesitate to contact us on email@example.com. Unfortunately, we cannot accept returns on sale items or gift cards.
Exceptions / non-returnable items
Bespoke or made-to-measure jewellery – including rings that have been sized – cannot be exchanged. We are unable to offer refunds. Unfortunately, we cannot accept returns on sale items or gift cards.
Charlotte Reedtz designs are guaranteed for 12 months from the date of purchase against faulty materials or workmanship. During this period, pieces will be repaired free of charge provided that:
- The piece is returned with evidence of the purchase date.
- The piece has not been misused or handled carelessly.
- On inspection, the piece does not show undue wear and tear.
- Repairs have not been attempted by anyone other than by our service staff.
Please contact us to arrange a repair at firstname.lastname@example.org
UK customers: we recommend you send your jewellery back to us using Royal Mail Special Delivery.
International customers: we will create the DHL paperwork for your return and you can arrange a collection from your residence. If you have any other questions, please do not hesitate to contact us at email@example.com
Taxes & Duties
We are not responsible for international taxes & duties, that is the responsibility of the customer.