How can we help you?
Delivery and Returns
What delivery options do you offer?
We now offer free delivery for all UK orders! You can upgrade to Standard Delivery for just £4.80 or Express Delivery for £6.35. You can also Click & Collect from our studio. International Delivery is a flat-fee of £10.
Standard Delivery is sent via Royal Mail Signed For 2nd Class, Express Delivery is sent via Royal Mail Signed For 1st Class, and Next Day Delivery is sent via Royal Mail Special Delivery Guaranteed by 1pm. International orders are sent via Royal Mail International Tracked & Signed.
All orders require 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 get your order on its way to you as quickly as possible. It usually takes between 1-3 business days for us to pack and dispatch your order.
Express and Next Day Delivery orders placed before 12pm are usually dispatched the same business day. Orders placed after 12pm or on the weekend will be dispatched on the next business day.
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 and are responsible for the jewellery until it is safely returned. Please use adequate packaging and a tracked method of delivery to cover 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. Customers are responsible for return delivery costs.
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.
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 email@example.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?
Delivery times are estimates and are not guaranteed. Orders may occasionally take longer than expected to arrive but it's rare for an order to go missing.
Our courier, Royal Mail, considers an item lost after 10 days (UK) or 25 days (International) since the delivery due date. Only once this time has past will we issue a refund. Any faults with jewellery must be reported immediately.
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.
To report a lost or faulty order, please email: firstname.lastname@example.org.
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.
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 gift returns up until January 9th 2023. This covers any gift orders placed between November and December 2022. 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.
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.
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.
What are the terms and conditions of your Refer A Friend programme?
These are the terms and conditions of our Refer a Friend programme:
The referral code is unique to each person, and it is non-transferable. This means you cannot change your code or transfer your rewards to someone else.
The referral link must be used to redeem the reward when placing an order, it cannot be applied retrospectively.
Rewards can not be redeemed as cash.
Refer A Friend rewards may not be combined or stacked with any other offers or discounts.
Oh My Clumsy Heart reserves the right to modify all terms and conditions on the referral programme at their sole discretion (this includes the value of the reward). All existing conditions and rewards up until that point will be honoured.
Referral rewards may be withheld if we believe anyone is acting in bad faith. This includes but is not limited to breaches Oh My Clumsy Heart's promotional terms and conditions.
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.
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.
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.
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 'fair 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.