Shipping Policy
Last updated: 16 September 2026
Jewerly's ships worldwide, tracked and free of charge. Here's how delivery works, what happens if a parcel is late, lost or damaged, and the rules for cancelling or changing an order. This policy applies together with our Returns & Refunds Policy.
1. Where we ship
We deliver to the United Kingdom, the United States, Australia, Canada, Europe and most other countries. We're unable to ship to China. If your country isn't offered at checkout, we can't deliver there at the moment.
2. Delivery times
Processing — from your order being confirmed to the parcel leaving the fulfilment centre — takes 1–3 working days everywhere. Transit with the courier then depends on your destination:
- United Kingdom: 3–5 working days in transit, 4–8 working days in total.
- United States, Canada, Australia and Europe: 5–10 working days in transit, 6–13 working days in total.
- Rest of the world: 7–14 working days in transit, 8–17 working days in total.
Working days are Monday to Friday, excluding public holidays; an order placed at the weekend enters processing on the next working day. During busy periods, sales and the run-up to Christmas, processing can take up to 2 additional working days. These are estimates based on courier performance, not guaranteed dates: weather, courier disruption, public holidays and customs inspections can push them out. A delay within or shortly beyond the estimated window isn't a reason to cancel an order — section 7 explains what we do when a parcel is late or lost.
3. Delivery cost, duties and taxes
Delivery is free on every order, tracked, with no minimum spend. Prices are shown in your local currency where available and include UK VAT for UK deliveries; nothing further is collected on delivery in the UK. For deliveries outside the UK, import duties, taxes or handling fees may be charged by your country's customs authority or the courier before the parcel is released — these are set by your country, aren't included in the price, and are the recipient's responsibility. If you're unsure, check your local customs thresholds before ordering.
4. Cancelling or changing an order
Every order is passed to our fulfilment centre automatically and enters processing within minutes. For that reason an order can only be cancelled or changed within 5 minutes of being placed — after that we're unable to stop, change or retrieve it. Please check your items, sizes, lengths, engraving details and delivery address carefully before you confirm.
To cancel within the 5-minute window, email support@yourjewellery.shop straight away with your order number and "CANCEL" in the subject line. The time your email reaches us is what counts, and every cancellation is confirmed by us in writing. Requests that reach us after 5 minutes can't be processed as cancellations — including if you've changed your mind, found the item elsewhere or are worried about the delivery time — and we'll send you our return instructions instead.
The processing time in section 2 is the time the fulfilment centre needs to prepare your parcel; it isn't a period during which the order is on hold.
If you no longer want your order, you can return it after delivery under our Returns & Refunds Policy. Returns are international shipments to our returns centre in the United States and are at your own cost. Refusing or not collecting the parcel doesn't cancel the order (see section 6).
5. Confirmation and tracking
You'll receive an order confirmation immediately — check the delivery address in it — and a dispatch email with your tracking number once the parcel leaves the fulfilment centre. Allow 2–5 working days for the first scan, and expect quiet periods of a few days while the parcel travels between hubs or clears customs; neither means anything has gone wrong. If your tracking hasn't updated for 10 working days, contact us and we'll check with the courier.
Items are dispatched from the fulfilment centre that holds them, so an order with several pieces may be sent in separate parcels on different days, each with its own tracking number and email, at no extra charge. Part of your order arriving later than the rest isn't a missing item — please wait until all tracking numbers show delivery before contacting us about a missing product.
6. Delivery address, uncollected and refused parcels
Please check your address carefully before completing your order — an incorrect or incomplete address is the most common cause of a delayed delivery. Include any flat or unit number and postcode, and add a phone number for the courier and customs. Address changes are only possible within the 5-minute window in section 4; after dispatch, couriers can't redirect a parcel.
Parcels that can't be delivered because the address was incorrect or incomplete, or that aren't collected from a pickup point or customs office within the courier's timeframe, are returned to the courier's origin facility. This isn't a cancellation or a return. Once the parcel has reached the fulfilment centre again we can re-ship it at cost, or refund the order minus the courier's charges for the failed delivery and return.
Refusing a parcel at the door — including refusing to pay import charges — doesn't cancel your order, and isn't treated as a return: refused parcels go to the courier's origin facility rather than to our returns centre and often can't be recovered, so a refund can only be considered once a parcel has actually been received back. If you no longer want your order, please accept the delivery and follow our Returns & Refunds Policy.
7. Late or lost orders
If tracking shows the parcel moving, give it a little more time. If tracking has been silent for 10 working days, or your parcel is more than 7 working days past the estimated delivery window for your destination, contact us with your order number. We'll open an investigation with the courier, which can take up to 10 working days. If the courier confirms the parcel is lost, we'll send you a replacement free of charge; a refund is only issued if a replacement is no longer available.
8. Marked delivered, but not received
Check the tracking page for a photo of where it was left, then the usual places — mailbox, porch, safe place, communal entrance, neighbours, household members and building management — and review the courier's proof of delivery; couriers sometimes scan a parcel shortly before the final handover. If it hasn't turned up, contact us within 7 days of the delivery scan so we can raise a claim with the courier. We look into every case; where the courier provides proof of delivery to your address (GPS scan, photo or signature), the outcome of the courier claim determines whether a replacement can be issued. If you added Shipping Protection at checkout, section 10 applies.
9. Damaged on arrival
If the parcel or a piece arrives damaged, keep all packaging and email us within 3 working days of delivery with your order number and clear photographs of the parcel, the shipping label and the item in its original packaging. We need the photos within this period because the courier's own claim window is just as short; we're unable to accept claims without photos or after 3 working days. Confirmed transit damage is resolved by sending you a replacement free of charge, not by a refund (see our Returns & Refunds Policy, section 6).
10. Shipping Protection
Shipping Protection is an optional service you can add to your order at checkout. It covers your parcel against loss or damage during transit, as described at checkout: in those cases we send you a replacement free of charge.
The Shipping Protection fee is non-refundable once your order has been dispatched — including if you return the order, or part of it, later. It is only refunded when an order is cancelled within the 5-minute window in section 4.
11. Customer service
Customer service hours: Monday to Friday, 9:00 am – 5:00 pm (local time). Closed on Saturdays, Sundays and public holidays. We reply within one working day.
Email:Â support@yourjewellery.shop