SHIPPING
Shipping charges for your order will be calculated and displayed at checkout, with the option to expedite shipping for your order to arrive faster!
We offer the following delivery options.
- UK Delivery (excludes the Republic of Ireland) -
- International Delivery -
- All orders are shipped by Royal Mail.
- All orders are shipped same day or the next working day.
- If you are purchasing from abroad (non-UK) country, you may be charge customs.
- It is your responsibility to ensure accurate details are provided during the online process to avoid delays and packages not arriving to the correct place.
DUTY/CUSTOMS CHARGES
Please note: You may be required to pay sales tax and/or duty/customs charges dependent on your country or state. These charges are out of our control and not the responsibility of Maielle Jewellery. We advise you to contact your local customs office to find out any fees that are payable during the journey of your order.
DELAYS
Packages may face delays that are beyond our control, we would appreciate your patience whilst we liaise with Royal Mail to provide us with an update on your order.
HOW DO I CHECK THE STATUS OF MY ORDER?
Orders are not shipped or delivered on weekends. Processing times may be longer due to promotions and public holidays in the UK throughout the year.
Once your order has been dispatched, you will receive a confirmation email containing your tracking number. You will be able to track your package until it is delivered to you using the 'Tracking' service provided by Royal Mail on their website. Please allow 24 hours for tracking information to become available.
It is your responsibility to ensure you provide us with an accurate address for delivery during the online shipping process, as we are not liable for packages that are returned to us undelivered or delayed due to an incorrect address.
Maielle Jewellery is not liable for stolen or lost shipments, even when the tracking information clearly states that the package has been delivered. If your package is sent back to us for any reason, you will be subject to paying for the re-shipment of your order. If you decide to cancel your order once it has been returned to us, the cost of delivery will not be included in the refund amount.
RETURNS POLICY
We hope you love your new jewellery items, however, if for any reason you are unsatisfied with your order and would like to return, please read below our returns policy.
If you would like to arrange a refund, please contact us by email on contact@maiellejewellery.com, stating your order number in the subject field and the item/items you would like to return in the main body of the email. You have 7 calendar days from the date your received it to return your item to us for UK orders and 14 calendar days for international orders. If you are returning an item form outside the UK, please declare it as a ‘return/unwanted goods’ on the customs declaration form.
To be eligible for a refund, all items must be returned to us unworn, unused, and unopened in the original box and condition it was provided in.
Please note: Returning an item is at the expense of the consumer and we highly recommend you send back the order via tracked delivery as we are not at all liable for any items lost by the mailing provider.
Once we receive your returned item, we will notify you that we have received your return. Our team will inspect the items and determine if they pass the quality assessment. If your return is approved, we will initiate a refund back to your original method of payment. The cost of shipping will be deducted from your refund as we incurred the cost to ship your order to you. The refund amount will consist only of the order amount. You should receive your refund within 14 working days, depending on your card issuer’s policies. If 14 calendar days have passed and you have not yet received your refund, please email us and we will investigate for you. If the item is deemed to be in any way damaged by our team or has been worn, you will not be eligible for a refund.
Due to hygiene reasons, we will not refund or exchange on any earrings purchased.
Discounted or sale items are non-refundable, they cannot be returned or exchanged.
EXCHANGE POLICY
You have a limited number of calendar days from the date you received your order to send back your item for an exchange. For UK orders, you have 7 calendar days for exchanges and 14 calendar days for international orders. If you are returning an item from outside the UK, please ensure you declare it as a ‘return/unwanted goods’ on the customs declaration form. Some customs form will have the option ‘return good – zero customs value,’ ensure you choose this option as any customs charged to Maielle Jewellery will be charged to you and you will have to pay extra to exchange your item.
If you would like to exchange an item, please contact us by email on contact@maiellejewellery.com stating your order number, the item/items you would like to exchange and the size you require.
To be eligible for an exchange, all returned items must be sent back unopened, unused, and undamaged in the original box and condition it was sent to you in.
Please note: Returning an item for an exchange is at the customer’s expense, we do not cover any costs on exchanges or returns. It is highly recommended that you sent back the item via tracked delivery, as we are not liable for any items lost by the mail provider.
Once we have received your item, we will confirm via email that the item has been received. It will then be inspected, and we will carry out a quality assessment to confirm it meets the eligibility criteria. If the item is damaged in any way or there is clear proof of wear, unfortunately we will be unable to give you a refund. If we have approved your exchange, an email will be sent to you to confirm this.
Please note: Your exchange will only be accepted if it is the same order and price as your original order. We will then package and dispatch your new item within 2 working days and update you with tracking information so you can track your order.
In the unlikely event that your items arrive incorrectly, please contact us via email as soon as possible. You will have 7 calendar days to do this for both UK and non-UK orders, as we are not responsible for any damage/defect during the shipping process and will not return or refund any of these items.
If you have any questions regarding our shipping, exchange or returns policies, please contact us via email on contact@maiellejewellery.com and we will be more than happy to assist.
We reserve the right to refuse any refund or exchange that does not meet the eligibility criteria mentioned in our policies.
By purchasing from Maielle Jewellery, you accept and agree to these terms of service.