FREE UK & EU Delivery over £100

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DELIVERY & RETURNS

Payments:
PLEASE NOTE:

All orders are processed in GBR. While the content of your cart is currently displayed in your selected currency, you will checkout using GBR at the most current exchange rate.

VAT is not charged on all items. We accept VISA and MasterCards.

In addition, check out using PayPal Express. You are first taken to your PayPal page to enter your credit card information and billing address. After this step, you're shown available shipping costs and your final payment amount. Full payment must be made at time of purchase and cleared in our PayPal account. All sales are subject to UK and EU law only.

ALL DELIVERIES

Items are dispatched from London, UK.
- If there is likely to be a delay I will contact you. 
- Delivery Times are for in stock products only.
- For MADE TO ORDER, it takes about 2-3 weeks. I will send you a dispatched notification via email once it's ready.
- Please note we are unable to deliver on Bank Holidays or other Public Holidays.
- Orders placed Friday to Sunday will be sent out on the following Monday.
- Once an order is dispatched, you will receive a notification email, with a tracking number and details of how to track your parcel.

All orders come beautifully wrapped in my branded giftboxes free of charge, but will be dispatched in an unbranded external envelope for security.

UK:

- FREE Delivery over £100. Below £100 are £5.
- Orders sent on Friday will NOT be guaranteed for Saturday.
Estimated delivery time is up to 1-2 business days from date of dispatch.
All orders are sent via Royal Mail Special delivery.
All Deliveries are tracked and must be signed for.

EU:

- FREE EU Delivery over £100. Below £100 are £8.
Estimated delivery time is 3-5 business days from date of dispatch. All orders are sent via Royal Mail International. They are insured & tracked and will require a signature upon receipt.

USA & Canada:
Estimated delivery time is up to 5-9 business days from date of dispatch. All orders are sent via Royal Mail International. All Deliveries are tracked and must be signed for.
Cost £12 depending.
- Please be aware that any duty and taxes that may be due in the country of destination, are the responsibility of the customer.

Signature upon delivery
If nobody is available to sign for your parcel at the specified address, our delivery company will leave a card and telephone number for you to make alternative arrangements. To ensure the safe and undamaged delivery of your order, our delivery company will not be able to leave your order 'in a safe place' at the address.

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RETURNS
Our policy lasts 28 days. If 28 days have gone by since your purchase, unfortunately I can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
- Bespoke jewellery cannot be returned or refunded. I do not refund Bespoke items lost or damaged by the post office.
To complete your return, I require a receipt or proof of purchase.
Send your item to: Victoria von Stein, The Goldsmiths' Centre, 42 Britton Street, London EC1M 5AD, United Kingdom.

REFUNDS (if applicable)
Once your return is received and inspected, I will send you an email to notify you that I have received your returned item. I will also notify you of the approval or rejection of your refund.
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, within a certain amount of days.

LATE OR MISSING REFUNDS (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact me at sales@victoriavonstein.com

SALE ITEMS (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

EXCHANGES (if applicable)
I only replace items if they are defective or damaged. Bespoke items are not exchangeable. If you need to exchange an item for the same item, send me an email at sales@victoriavonstein.com and send your item to: Victoria von Stein, The Goldsmiths' Centre, 42 Britton Street, London EC1M 5AD, United Kingdom.

CANCELLLATIONS
If you wish to cancel your order please contact me as soon as possible within 24hours. If the item has already been dispatched, then you must return the item to me at your own cost.

GIFTS
If the item was marked as a gift when purchased and shipped directly to you, you’ll be able to exchange it, if you wish, for an item of the same value. Once the returned item is received, you'll get a code via email.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, I will send a refund to the gift giver and he will find out about your return.

SHIPPING
To return your product, you should mail your product to: Victoria von Stein, The Goldsmiths' Centre, 42 Britton Street, London EC1M 5AD, United Kingdom.
Always use a trackable/insured shipping service. I don’t guarantee that I will receive your returned item. You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund. Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

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