SHIPPING & RETURNS POLICY

SHIPPING As there is no jewellery kept in stock there is no immediate shipping. Please allow 3-6 weeks for your purchased item to be crafted and ready for shipment. The e-shop ships worldwide. Domestic orders are shipped by Royal Mail and international orders by international couriers. Customers outside of the UK are responsible for any import customs, duties and taxes. Returned packages due to unpaid customs fees will be automatically refunded. In these cases, a 20% restocking fee applies to the customer. Freya Douglas Ferguson is not responsible for knowing the customs policies of countries other than the UK. If you have any questions in regards to the customs regulations in your specific country, please contact your local customs office. Any packages returned to Freya Douglas Ferguson due to an incorrect or incomplete delivery address will be redispatched at the customers’ expense. Freya Douglas Ferguson cannot be held responsible for delays or lost packages caused by any of the shipping operators. Freya Douglas Ferguson reserves the right to gather orders to the same delivery address to be dispatched in one shipment in order to minimize the use of packaging.

DELIVERY TIMES AND CHARGES Your order will be delivered within 3-6 weeks after purchase. Please find information about delivery fees and times below. Note that the given times are estimated times. Freya Douglas Ferguson is not responsible of any delays caused by Royal Mail or other Couriers. All shipments come with a tracking number. Freya Douglas Ferguson is not responsible for any lost or stolen packages after being marked as delivered.
UK: Earrings and rings: £6.85, necklaces: £7.65, 1-3 business days
EU: £30, 3-8 business days
Worldwide: £35, 5-10 business days

MADE-TO-ORDER MANUFACTURING Freya Douglas Ferguson jewellery is made-to-order. No stock is held. Every piece of jewellery is handmade-to-order for each customer individually once the order has been placed and processed. Depending on the product, the manufacturing process takes between 3-6 weeks. Delays in production may occur and are subject to the number of ongoing orders. The maximum waiting period between your order and the receipt of your order is 6 weeks.

RETURN POLICY All items are made to order and therefore non-refundable. Items that arrive damaged are eligible for a refund, please document the damage as shown in its packaging and contact studio@freya-douglas-ferguson.com. Plating discolorations due to usage as well as signs of wear and tear are not considered damage and are thus not eligible for a refund. Returned items must be sent back unused in their original packaging. Used, worn-out, or broken items from use will not be accepted for return. All returns must be sent back with a tracking number. Prior to your return, make sure to contact studio@freya-douglas-ferguson.com stating “return + Order #” in the subject line for detailed information on the return process. Freya Douglas Ferguson reserves the right to refuse refunds if jewellery items do not fit the criteria described above or are not returned as per the directions given above. The refund will be granted after the returned items have been checked. This may take up to 3-4 days. Exchanges are not accepted.

REFUND To prevent fraud, refunds can only be processed to the same credit card used for placing the order. Refunds can be retained until the refunded items have been received and processed. Customs and VAT for orders sent to destinations outside of the UK are not refundable. Note that customs and VAT are also not refunded for orders returned from outside the UK in cases due to the customer not being at home to receive the delivery or a delivery refusal by the customer. If a customer refuses delivery, Freya Douglas Ferguson will not cover for return shipping fee. The shipping fee will be deducted from the refund.