DELIVERY AND RETURNS

We have set out below answers to the most common questions we receive regarding our delivery and returns policy but please also read our terms and conditions of sale here which set out full details of the terms on which we supply our jewellery to you. You can also contact us if you have any questions on hello@odedajewellery.com

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• What happens when I place an order? How will I know if my order has been accepted?

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Your order will be accepted by us when full payment has been taken from your debit or credit card or via paypal and we have emailed you to confirm we have accepted your order (‘acceptance email’).

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(We may also send you an email immediately after you have placed an order to notify you that we have received your order and are processing it. This is not a formal confirmation that we have accepted your order but just a notification that we have received your order).

• When will my order be dispatched?

All orders are dealt with promptly and we will try to get your order to you as soon as reasonably possible. The dispatch time will vary depending on the type of product(s) ordered.

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- Ready-made products that are in stock are usually dispatched immediately but will be dispatched no later than 7 working days from the acceptance email.

- Product(s) that are handmade to order (this will be indicated on the product page) can take 3-5 weeks from the date of the acceptance email. This includes time needed for any hallmarking that is required.

- The dispatch time for bespoke products will vary due to the complexity of the pieces as bespoke orders take time to plan, design, source material and construct. An average time of 8-10 weeks is most likely however a time-line will be discussed with you as part of the consultation process.  

If you require your order by a specific date please contact us directly (hello@odedajewellery.com) and we will do our best to assist.

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• How will I know my order has been dispatched?

You will receive confirmation by email once your Product(s) has been dispatched. If there is a delay for any reason we will contact you.  

• What are the delivery costs within the UK?

UK delivery is a flat rate of £5 for purchases under £150.  Delivery is free for purchases over £150.

• How long will shipping take within the UK? Who will deliver my item?

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Orders under £150 are normally dispatched using Royal Mail’s First Class Signed For Service. This service aims to deliver the next working day following dispatch and requires a signature on delivery. Orders over £150 are normally dispatched using Royal Mail Special Delivery Guaranteed by 1pm. This service aims to deliver the day after dispatch and requires a signature on delivery.

Please note that all delivery times are controlled by Royal Mail (or any other relevant courier used for delivery) and not us. Delivery times may be affected by unforeseen circumstances (as demonstrated during the COVID-19 pandemic). We are not liable for changes or delays caused by Royal Mail (or any other courier used by us.  Occasionally we may need to change delivery methods used and reserve the right to do this if necessary. Please contact us if you have any questions hello@odedajewellery.com

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• Can you use a different courier to deliver my order within the UK?

If you would prefer us to ship your order using another service or courier please contact us and we will see if we are able to assist hello@odedajewellery.com

• Do you deliver outside the UK?

We currently ship to Canada and the US. Shipping to Canada or the US costs £12 flat rate and orders are dispatched using Royal Mail's International Tracked & Signed service. All orders will require a signature on receipt. Please note the delivery charge does not include any additional import taxes which may be payable on receipt of your item.

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We are also happy to ship to other destinations outside the UK. Shipping prices will vary based on destination country. Please be aware that there may be some destinations that we are unable to deliver to at present.  Please contact us hello@odedajewellery.com if you would like to place an order for delivery outside of the UK, Canada or the US.

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Please note that all international orders may be subject to customs or import duties and tax charges once they reach their destination country outside of the UK. We do not cover this cost so you will be responsible for paying any additional charges that may be added. As charges may vary from country to country, unfortunately we can’t advise on these charges, and would recommend you contact your local customs office for more information before placing your order.

• My delivery hasn’t arrived what shall I do?

If your delivery has been delayed please contact us and we will assist you to track / locate it with the Royal Mail or the appropriate postal services. (Please note we cannot be held responsible for any delays once your order has left us and is in the possession of Royal Mail or other courier but we will try to help track it down).

We cannot refund or replace lost Product(s) until 20 working days after the date of despatch (30 days for international items) – we understand this is when the Royal Mail classifies items as being lost.

If your Product(s) is showing as being delivered but you have not received it please check carefully that it has not been delivered to anyone else at your address. Please also check that it has not been left with a neighbour or in a designated Safeplace. If the Product(s) has been sent to your work address please check with your postroom and/or colleagues to see if someone else has accepted your delivery. Please note we are unable to refund or replace Product(s) that are tracked as being delivered.  

• I’ve received my order but there is a problem and/or I would like to return it. What should I do?

We want you to be happy with your Odeda Jewellery. If you have any questions or complaints please contact us. You can write to us at hello@odedajewellery.com.

If you have changed your mind about items you have ordered from us

You have the right to cancel your order at any time from the moment you receive the acceptance email until 14 days after the date you receive your order  (the ‘cooling-off period’). This means if you change your mind or decide for any other reason that you do not want to receive or keep the items you have ordered you can notify us of your decision to cancel the contract, return the items and receive a refund.

Please note that this does not apply to the following:

(a) items which have been tailored specifically to your requirements, for example (but not limited to) bespoke orders or engraved orders;
(b) items which are made to order, including rings made to a specific size;
(c) items which are pre-order; or
(d) items which cannot be resold for hygiene purposes, in particular earrings.

If you want to cancel your order and return items in accordance with the above please contact us before the expiry of the cooling-off period by emailing returns@odedajewellery.com.

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You will then have a further 14 days to return your item, unworn, in perfect condition and in its original packaging to ODEDA JEWELLERY, PO BOX 6523, MILTON KEYNES MK1 9LH.  Items should be returned using Royal Mail and you must cover the postage cost of returning unwanted orders. We recommend that you ask for proof of postage when sending them (and ideally that you use a tracked service).

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Your refund will be made within 14 days from the day on which we receive the items back from you. (We reserve the right to make deductions from your refund if necessary to reflect any reduction in the value of the item if this reduction has been caused by you handling them in a way which would not be permitted in a shop).

Delivery of faulty or damaged items

In the rare event that the items you have ordered are delivered faulty or damaged please contact us immediately (and no later than 48 hours from receipt) with a photo of the damaged items at returns@odedajewellery.com so that we can arrange a replacement or issue a full refund. Items will also need to be returned (using Royal Mail) to ODEDA JEWELLERY, PO BOX 6523, MILTON KEYNES MK1 9LH.

If you believe that your parcel has been damaged in transit, please retain all the packaging as we may need you to return this to us in order to make a claim with Royal Mail.  Please also take photographs of any damage to the outside packaging, ideally before opening it further.

• Do you offer a warranty on your products?

We offer a warranty on all Products for a period of 6 months from the date of purchase (the ‘warranty period’). We will repair your item free of charge during the warranty period, or replace it, if there is a fault due to a manufacturing defect.

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To arrange for a repair during the warranty period, please first contact us at returns@odedajewellery.com  with details of the issue and photos of the manufacturing defect.  We will then require the piece to be returned for assessment. All items that are returned as faulty due to a manufacturing defect will be assessed by us.  Any item displaying damage that is deemed to be a result of general wear and tear or damage caused by accident, neglect or misuse will not be accepted as faulty. Please also note cracking, chipping or scratching of stones are not considered as manufacturing defects. We are also not liable for faults occurring outside of the warranty period. We may be able to offer a repair service in these circumstances but there will be a small charge for this service, to cover the cost of the repair along with any shipping costs incurred.

Please note that if a faulty jewellery item has been repaired by anyone else before being returned to us, we will not cover any further repairs that are required and the warranty period will be voided.

Although all pieces are made to high standards and with durability in mind, the wearer is responsible for treating all jewellery, including precious gem stones, metals such as platinum, silver and gold and finished pieces, with consideration and respect. Please see our jewellery care section for advice on looking after your jewellery to minimise the effects of wear and tear and prolong its life.

• Can I exchange my item?

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Unfortunately, we are currently unable to offer exchanges.

• I have another question. Who should I contact?

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Please email us on hello@odedajewellery.com or contact us using the button below