SHIPPING and other frequently asked questions

All my items are HANDMADE (unless otherwise specified) on a "made-to-order" basis. So please allow 3-5 working days for jewellery and up to 7 working days for clothing to be made and dispatched to you. 

Orders are only dispatched on working days (Monday to Friday).

If you need to receive your order for a specific date, let me know when making your purchase by adding a note inside the "comments box". (You'll find this box on the right-hand side of the  "Shopping Bag" or "Cart" page, before reaching Checkout page). If I cannot meet your deadline, I will contact you ASAP.

All items will be sent (via RoyalMail) once the payment has been received. Please note, all delivery timelines are for guidance only, given by the Royal Mail.

If you need to change shipping address, email me ASAP so I can update the order info.

If you buy jewellery AND clothing, please note that sometimes they may be shipped in different parcels.

PARCELS WITHIN THE UK:

  • FREE STANDARD SHIPPING - Royal Mail 2nd class, signed for.
  • They usually arrive within 2-3 working days and require signature upon delivery. 
  • This service can be tracked (tracking code will be provided to you on dispatch email). 
  • Please note, I cannot offer next day delivery on items that are handmade to order.

  • You can upgrade to Royal Mail 1st class, signed for. (Delivery aim: 1-2 working days). Service costs £1.00 - This service is only available for jewellery items.

    PARCELS TO EUROPE (European Union):

  • £5.00 - Royal Mail tracked service with signature required upon delivery (Tracking code will be provided to you on dispatch email).

    Your parcel should arrive within 3-5 working days, (sometimes it may take longer, specially around Christmas and other busy periods). 

    Please note, once the parcel arrives to your country, it gets handled by your national courier.

    TAXES: please be aware that the UK will soon leave the EU. This means that European buyers might be subject to customs duties or taxes. I am not responsible for these duties or taxes. This means that the buyer will be responsible for paying these charges.

    EU countries are: Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain (not including the Canary Islands), Sweden.

    PARCELS TO USA/CANADA/AUSTRALIA and other parts of the world:

  • £5.00 - Royal Mail tracked service (tracking code will be provided to you on dispatch email).
  • Your parcel should arrive within 5-7 working days from date of dispatch, (sometimes it may take longer, specially around Christmas and other busy periods).

    Please note, once the parcel arrives to your country, it gets handled by your national courier.

    TAXES: buyers might be subject to customs duties or taxes. I am not responsible for these. This means that the buyer will be responsible for paying these charges.

    LOST/DELAYED PARCELS (UK and international):

    Sadly, sometimes parcels get delayed or lost in the post. If you think the parcel has been lost or you are just worried, please contact me (it is very likely that your parcel has been held at your country's Customs. When that happens, it could delay the parcel up to a month! to reach you).

  • My contact email is: nora@theblackwardrobe.com

  • IF YOUR ORDER WAS SENT WITH STANDARD SHIPPING:

    I can't track your parcel.

    Parcels to EU will not be considered lost until 30 days after date of dispatch.

    Parcels to countries outside the EU will not be considered lost until 45 days after date of dispatch.

  • IF YOUR ORDER WAS SENT WITH TRACKED SHIPPING:

    I will contact Royal Mail to track the parcel for you. International Tracked items are electronically scanned at several different points during transit to the point of delivery (this system will vary between countries). The progress of your item can be viewed online on the RoyalMail website (you'll need the long number code I provide on your dispatch email). Link is here: https://www.royalmail.com/business/track-your-item#/

    If Royal Mail confirm the parcel to be lost, I will let you know and I will offer you these two options to choose from:

  • I will refund your money (we'll agree to cancel order) OR
  • I will offer you to re-send the parcel (using same shipping/delivery service selected at time of purchase) at no extra cost to you.
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    LOST PARCELS DUE TO WRONG ADDRESS PROVIDED (UK and international):

    Please take extra care when filling in the address info. If you use paypal to pay for your purchase, please check that your paypal address is up-to-date.

    Please note, I don't offer refunds if parcel gets lost because shipping address provided by customer was wrong or with missing information.

    If your order gets returned to me via post because you fail to claim your parcel (because you were away when your parcel was delivered or you provided me the wrong address, to cite some examples), I will offer you these two options:

  • I can offer a partial refund. (I will refund your money EXCEPT shipping charges).
  • I can re-send your parcel but you'll have to pay for the additional shipping charges.
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    OTHER IMPORTANT QUESTIONS:

    How can I pay for my order?

    • This website accepts all major credit/debit cards (including AMEX) and PayPal.
    • When browsing the shop, you can choose to see prices in British Pounds, U.S. Dollars or Euros. However, all payments will be processed in British Pounds (I am based in the UK).

    What happens after I place an order?

    • Once your payment has been processed and accepted, your order will be processed.
    • All my items are handmade (unless otherwise specified) on a "made-to-order" basis. This means that very rarely I'll have the item already made, ready to be shipped. So please allow 3-5 working days for jewellery to be made+shipped to you and up to 7 working days for clothing to be made+shipped to you.
    • All jewellery is handmade by me and dispatched from the UK.
    • Clothing is printed by locally sourced print suppliers. If you are based in the UK (your order will be printed and dispatched directly from a UK print supplier).
      EU and international orders will be printed+dispatched by UK or EU-based print suppliers.
      USA/CANADA orders will be printed+dispatched by UK or USA-based print suppliers.
    • I always try my best to process orders as quickly as possible, however IF YOU ARE ORDERING A GIFT OR JUST NEED TO RECEIVE YOUR ORDER BY A CERTAIN DATE, please email me so I can confirm if this is possible so I can prioritize your order.
    • Orders are only shipped on weekdays (Monday to Friday).
    • If for whatever reason, your order gets delayed (for example, shipping date falls on a bank holiday or items are found faulty upon inspection when packing), I will inform you ASAP via email.
    • You will always receive an email to let you know your order has been despatched.

    Can I amend my order?

    • YES, if it hasn't been despatched. If you want to amend the address (for example, you paid with Paypal and just realised that your Paypal account has an old address that hasn't been updated), please email me ASAP so I can amend the order details.
    • If you want to change the items you've ordered, please email me  ASAP so I can amend the order (if the total amount doesn't change) or cancel the order (if the total amount is different from the original order).

    Can I cancel an order?

    • YES, if it hasn't been despatched. If you want to cancel your order, please email me as soon as possible.
    • (Please note, I can't offer cancellation for a customised item).

    What should I do if my order gets damaged during transit?

    • Please email me as soon as possible (with images showing the damage) so I can file a complaint with Royal Mail and then arrange for your order to be re-made and sent to you. I always try my best to prepare my parcels carefully, specially for international orders. However, if you see the parcel has been damaged, feel free to open it in the presence of a deliverer and make a complaint according to the procedures of the courier company.
    • Please be aware, Royal Mail handles all my parcels until they leave the UK. Once your parcel arrives to your country, it gets handled by your local/national courier. Other international couriers may be used for my clothing items.

    Can I return my order?

    • Yes, except customised items and earrings (due to hygienical reasons). The original amount you paid for your order (that also includes the original shipping charge) will be refunded back to you.
    • Please email me BEFORE you send the item back. (I will not accept parcels sent back to me without prior confirmation).
    • Return postage and packing will not be refunded. It is the buyer's responsibility to return the item.
    • Any refund/exchange must be returned within 14 days of receiving your order. I recommend that you use recorded delivery and obtain proof of postage. I cannot be held responsible for items lost, delayed or damaged when being returned.
    • If sending items back from outside the United Kingdom, please make sure to clearly state and declare items as RETURNED GOODS. Any duties on returned goods will remain the responsibility of the customer.
    • Items must be sent in the same condition as they were received (undamaged, unused and with their original labelling/packaging).
    • Your money will be refunded as soon as your order is returned back to me.

    Can I exchange my order?

    • Yes, except customised items and earrings (due to hygienical reasons - unless they are faulty/damaged).
    • Please email me BEFORE you send the item back. (I will not accept parcels sent back to me without prior confirmation).
    • Return postage and packing will not be refunded. It is the buyer's responsibility to return the item.
    • Any refund/exchange must be returned within 14 days of receiving your order. I recommend that you use recorded delivery and obtain proof of postage. I cannot be held responsible for items lost, delayed or damaged when being returned.
    • If sending items back from outside the United Kingdom, please make sure to clearly state and declare items as RETURNED GOODS. Any duties on returned goods will remain the responsibility of the customer.
    • I will process the new item as soon as the original item is returned back to me. You will need to pay for delivery fee for the new item to be shipped to you.
    • if the new item is of different value from the original item, you will have to pay the difference or I will refund the difference BEFORE the item is shipped to you.

     

    Please note, by placing an order on this website, you agree to have read, understood and accepted the FAQs AND these Shipping terms & conditions.

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