FAST DELIVERY · FREE OVER £30 · EASY RETURNS

How can we help you?

FAQ

About OMCH

What is your sustainability policy?

We keep sustainability in mind during each step of the process when working in our studio.  Our range of sustainable minimal jewellery is handmade in Birmingham using eco-friendly methods, responsibly sourced metals, sustainable stones, and plastic-free packaging.


We've shared all the details of our ethics and sustainability. This includes information about the sustainably-sourced metals we use and our eco-friendly packaging.

Is your packaging plastic-free?

We don't use any plastic at all.  All our packaging is made from recycled materials, and can be recycled at home.  Even our suppliers provide our materials in biodegradable and compostable plastic-free packaging.

What does 'honest pricing' mean?

By crafting our jewellery in the UK and selling direct from our studio; we've eliminated the costs of wholesale and retail mark-ups. There's no import expenses, middlemen costs, or designer inflation.  So we can pass those savings onto you.

What is 'small batch production'?

Small batch production is a term to describe the production of a product in small quantities.  It's the opposite of large-scale mass production.  We craft our jewellery in small batches to help reduce our environmental footprint, and keep our waste to an absolute minimum.  


By batch-making our jewellery, we maximise our efficiency to get the most out of our time and materials, reducing our waste even further.  It keeps our inventory low but avoids the risk of over-production.

Delivery and Returns

What delivery options do you offer?

We offer Standard (£3) and Express Delivery (£7) for UK orders. We offer Insured Delivery for International orders (Europe: £9, Everywhere Else: £10). Free delivery is available for orders over £30. You can also Click & Collect from our studio. 


All orders need a signature upon delivery. Placing an order with us means agreeing to have your order delivered to a neighbour if you are not home. You can opt-out of Royal Mail's Delivery to Neighbour service. 


International orders may be subject to custom taxes, local duties, and handling charges. Taxes and duties are not included in the price of our sales. Customers are responsible for paying these.

How long does processing and delivery take?

We aim to ship all orders placed before 12pm on the same day (Mon-Fri). Within 24 working hours your order should be on its way. Dispatch and delivery can take longer during busy holiday seasons. Find our estimated delivery times on our delivery page.

What is your returns policy?

We offer a 28-day returns policy. Return your items within 14 days of receipt for a refund, or within 28-days for store credit. All items must be unworn in the original box. There are no charges for returning an order. Customers are responsible for return delivery costs. You are responsible for the jewellery until it is safely returned. Please use adequate packaging and a tracked method of delivery to cover you for any loss or damage.


We want you to be happy with your jewellery and aim to be fair and accommodating with returns. Some items are non-returnable and non-refundable (unless faulty). These include: earrings due to reasons of safety and hygiene. Gift cards and gift codes. Final sale items, and altered, personalised, or customised jewellery.


We also have a take-back programme designed to reduce waste by recycling jewellery that's broken beyond repair, or reselling unwanted jewellery that's passed the 28-day return window.  We resell these items in our zero waste jewellery collection, and give you credit or a discount code to use on your next purchase.  Learn more.

How do I make a return?

Download our returns form. Follow the instructions. Return your order within 14 days for a refund. Return within 28 days for an exchange or store credit minus the original delivery cost.


Refunds can take up to 14 days from the date your return arrives at our studio. We'll send you an email confirming your refund via your original method of payment.


If your return contains part of a promotional order, you will receive a refund minus the discount. This includes the cost of free standard delivery. Orders returned to us due to incorrect information, you will need to pay for redelivery. Or you will receive a refund minus the original delivery cost.

Existing Orders

Can I track my order or change my address?

Yes. Log in to your account to track your order or use the tracking code sent to you via email. You cannot change your delivery address. Please request to cancel your order and reorder using a different address. This is only possible with unfulfilled orders.

How do I cancel an order?

Send an email to info@ohmyclumsyheart.com with your order number and we'll do our best to cancel your order. We can only cancel unfulfilled orders.

How do I report a missing or faulty order?

Please report missing orders within 30 days of sale. You must notify us of any faults with your jewellery upon delivery. Email us: info@ohmyclumsyheart.com.

We will replace or refund orders that are not delivered within 30 days. If tracking confirms delivery, you must seek help from the local delivery courier. We will not replace lost or stolen orders if you gave incorrect delivery information. If a reception, concierge, or neighbour accepts your delivery, you must contact them. We cannot assist with these deliveries.

Are orders gift wrapped?

If your order is a gift, the option of gift wrapping is available at checkout. Add this option to your cart, and your order will arrive wrapped in our luxury OMCH paper, tied with a bow. You can include a printed message for free, or add a handwritten gift card.

We wrap all jewellery together in one box. If your order contains gifts for different people, please place separate orders. We'll wrap them separately and send them directly to your loved one.

We're an eco-conscious brand. We use plastic-free recyclable packaging. We don't include paper receipts to cut down on waste. Please let us know if your item is a gift and you would like a gift receipt included with your order.

Jewellery Info

What is your jewellery made from?

We only use high-quality metals to craft our jewellery.  Made from gold-fill and sterling silver for longevity and durability, our jewellery will not flake or discolour from wear.  Our metals are responsibly-sourced from suppliers who are Fairtrade licensed and producers of recycled metals. 


Not to be confused with gold plating, our gold-fill is a thick layer of solid gold on silver and we only ever use 925 sterling silver. We send your orders in eco-friendly plastic-free packaging too.  Learn more.

Does your jewellery include a guarantee?

Our jewellery comes with a 6-month guarantee starting from the date of sale. If your jewellery has a manufacturing fault, we will repair or replace your item for free. This guarantee does not cover general wear and tear or accidental damage.

Please follow our jewellery care guide to keep your jewellery safe. If you break your jewellery we can repair it for a small fee. To request a repair please contact: info@ohmyclumsyheart.com.

How do I care for my jewellery?

We have a jewellery care guide that tells you everything you need to know about the metals we use, and how to care for your jewellery.

How long will my jewellery last?

We use high-quality metals to craft our jewellery so you can wear your jewellery every day. Based on this wear-frequency, our jewellery should easily last for years with appropriate care.

Can I custom order a piece of jewellery?

We can custom make necklace chains in different lengths, and certain rings can be made in a range of sizes. But due to the way we run our business, we're unable to offer one-of-a-kind custom made jewellery.

Promotions

What are the terms and conditions of your promotions?

Multi-buy discounts include our Create A Capsule bundles. As well as any other multi-buy promotions we may run. This includes any offers, discounts, and sales we hold. The below terms and conditions apply to all.


  • Promotions are valid for a limited time only. Oh My Clumsy Heart reserves the right to cancel it at any time.

  • All qualifying items must be purchased in one order and shipped to a single address.

  • If you return only part of a multiple purchase promotional item, we will subtract your discount from your refund or return credit.

  • Delivery and handling charges apply to all products, including promoted items.

  • Promotions may not be combined with other offers.

  • If you remove any of the promotion items from your Shopping Cart or violate any of the Terms and Conditions, the promotion will be invalid, and the discount will not apply.

  • Discount codes and offers cannot be stacked.

  • Offer good while supplies last.

  • Void where prohibited.

Holiday Info

What is your holiday return policy?

We're happy to accept returns of unworn items in their original condition (unworn, in the jewellery box) within 28 days of the delivery date. Gift cards and codes, earrings, altered, personalised, or customised jewellery are final sale and cannot be returned.  


We've extended our return window to allow returns of Christmas gifts up until January 10th.  This covers any orders placed between November and December 2021.  Please note: Delivery costs, handling fees and taxes are non-refundable.  For more on returns, head over here.

How do I return an item I received as a gift?

We want you to be able to get something you love so we'll help you to discreetly return jewellery that isn't quite right.  You have 28 days from the date of purchase to return any returnable OMCH jewellery you received as a gift for an exchange or credit.


Follow our returns process.  You'll need the name of the person who placed the order, their order number, and/or their email address.  If you're having trouble making a return, please contact us.


Please note some items are non-returnable. These include: earrings due to reasons of safety and hygiene. Gift cards and gift codes. Final sale items, and altered, personalised, or customised jewellery. Delivery costs, handling fees, and taxes are non-refunable.