1. Shipping Information
We are committed to delivering your order as quickly and securely as possible.

Processing Time.

• All jewellery is handmade to order. Please allow 3-4 weeks (excluding weekends and holidays) for us to make and process your order.


• Once your order is processed, we will send you a confirmation email with tracking information.

​​​

Shipping Methods and Costs.
All orders are shipped using Royal Mail for both domestic and international delivery.

• Domestic - Royal Mail Tracked 24 : Estimated delivery next working day.

  • Cost: £4.30

• International Royal Mail Tracked and Signed  : Estimated delivery 6-7 working days - depending on the destination. Customs clearance may cause additional delays. Tracking is provided when available.

  • Cost: £11.90 

Please note: We do not take any responsibility for delays caused by Royal Mail, customs procedures, or any other circumstances beyond our control once the order has been dispatched.

​

Shipping Delays
While we strive to dispatch all orders within the given time frames, please note that delivery times are estimates and can be affected by factors such as weather conditions, postal delays, or customs clearance. We appreciate your understanding if there are any delays beyond our control.

Customs and Duties (International Orders) 
For orders shipped outside of the UK, please note that customs duties, taxes, and import fees may be applicable. These fees are the responsibility of the customer, and we recommend checking with your local customs office for further information.
 

Lost or Stolen packages

We do not take any responsibility for lost or stolen packages. Once an order has been dispatched and handed over to Royal Mail, it is no longer under our control. Any issues regarding lost or stolen parcels should be addressed with Royal Mail using the provided tracking information.

​

 2. Return and Exchange Policy
We want you to be completely happy with your jewellery, but if you are not satisfied with your order, we are happy to assist with returns and exchanges within the guidelines below.
14-Day Returns and Exchanges
Under the Consumer Contracts Regulations, you have the right to return your purchase within 14 days of receiving your order for any reason, provided the item is in its original condition.

• Return Window: You must notify us within 14 days of receiving your item if you wish to return or exchange it.


• Return Shipping: Return shipping costs are the responsibility of the buyer unless the item is faulty or not as described. We recommend using a tracked service to ensure the item reaches us safely.


• Condition of Returned Items: To be eligible for a return or exchange, items must be unused, unworn, and in resellable condition with all original packaging and tags intact.


 

Faulty or Damaged Items

If your item arrives damaged or is defective, please contact us immediately at info@rocks-and-stones.com with your order number and photographs of the damage. We will offer you a replacement, repair, or a full refund (including shipping costs), depending on your preference.

Non-Returnable Items
The following items cannot be returned unless faulty:

• Personalized or custom-made jewelry (e.g., engraved items or bespoke designs).


• Earrings for hygiene reasons, unless they are faulty or damaged.


Exchanges

If you wish to exchange an item for a different size, color, or design, please contact us within 14 days of receiving your order. You will be responsible for return shipping costs, and we will process your exchange once the returned item has been received.

3. How to Return or Exchange an Item
To initiate a return or exchange, please follow these steps:
1. Contact Us: Email us at info@rocks-and-stones.com with your order number and the reason for your return or exchange request.

2. Return Authorization: Once we receive your request, we will provide you with a return address and any further instructions.

3. Ship the Item Back: Carefully package your item(s) and ship them to the provided address. Please ensure the jewellry is in unused and resellable condition.

4. Refund or Exchange: Once we receive your returned item(s), we will process your refund to the original payment method or send out the exchanged item(s). Please note that shipping fees are non-refundable unless the item is faulty or not as described.


4. Cancellation Policy
If you wish to cancel your order, please contact us as soon as possible at info@rocks-and-stones.com. Orders that have already been processed or shipped cannot be cancelled, but you may return the item within the standard 14-day return window once you receive it.

5. Customized and Personalized Jewelry
Due to the nature of our customized and personalized jewelry, we are unable to accept returns on items that are made specifically for you, such as engraved pieces or bespoke designs. Please ensure all details are correct before placing an order.

6. Contact Information
If you have any questions regarding our Shipping and Return Policy or if you need assistance with a return or exchange, please don’t hesitate to contact us at info@rocks-and-stones.com.

7. Changes to This Policy
We reserve the right to update or modify this Shipping and Return Policy at any time. Any changes will be posted on this page with an updated effective date. We encourage you to review this policy periodically to stay informed about any updates.