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press@ohmyclumsyheart.com
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Frequently Asked Questions


Do I need an account to shop?

No, but we do recommend creating an account with us. Having an account means you can check the status of your orders and track them online, print receipts, view your order history, and checkout faster. Join us now.

Do you ship internationally?

We ship worldwide! 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.

What delivery options do you offer?

We offer Standard (£3) and Express Delivery (£7) for UK orders. For International orders we offer a trackable Insured Delivery (Europe: £9, Everywhere Else: £10).  Free delivery is available for orders over £50 / €90 / $100.

All orders require a signature upon delivery and therefore may be delivered to a neighbour if you are not home. If you do not want your order delivered to a neighbour please opt-out of Royal Mail's Delivery to Neighbour service. If you place an order with us and do not opt out of this service, you agree to have your order delivered to a neighbour if you are not at your address to sign for it.

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 slightly longer during busy holiday seasons.  Estimated delivery times can be found on our delivery page.

Can I collect my order in person?

Absolutely.  Please select the option to pick up your order at checkout.  We'll send you an email when your order is ready for collection, and we'll arrange a date and time with you from there.

Can I track my order or change my address?

Yes, please 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, however, you can cancel an open order after purchase and reorder with a different address providing your order has not already been fulfilled.

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 are unable to cancel or update orders which have been already been fulfilled or dispatched.

Are orders gift-wrapped?

All our jewellery comes packaged in luxury boxes and padded inserts, with the option of gift-wrapping. If you would like to personalise your order such as including a printed note please leave your message at checkout - we’re happy to accommodate your request at no extra cost.  If you'd prefer a handwritten note, please purchase one of our note cards.

To gift wrap your order, view your cart to enable the gift wrap option. Gift wrapping is charged once per order and all items will be wrapped and packaged together in the same box.

We're an environmentally aware brand, our packaging is recycled and recyclable and we don't include paper receipts with orders to cut down on waste. If you order multiple jewellery pieces we often package these in the same box. Please let us know if your item is a gift and you would like separate boxes or a paper receipt.

Does the jewellery include a warranty?

All Oh My Clumsy Heart jewellery comes with a 6-month warranty starting from the date of purchase. If your jewellery is faulty, we will repair or replace your item for free. This warranty does not cover general wear and tear or accidental damage so please follow our jewellery care guide.

If you've accidentally broken your jewellery we can repair it for a small fee. To request a repair please contact info@ohmyclumsyheart.com with your order number, details, and a photograph if possible.

When will an item be restocked?

Some of our products are in high demand and sell out quickly. The best way to know when your favourite item is restocked is to join the waitlist. Visit the product page and enter your email address, we'll notify you when it's back in stock.

How can I report a missing or faulty order?

Missing orders must be reported within 30 days of purchase. Any fault with your jewellery must be reported immediately upon delivery. We are unable to replace or refund items that are not reported as missing or faulty within this time. If you suspect your order has been lost or has a fault, please contact us: info@ohmyclumsyheart.com.

If your order has not been marked as delivered and has not arrived within 30 days we will replace or refund your order.  Once a package has been declared ‘Delivered’ by the mail courier we can only advise on how to seek help from your local delivery company.

Oh My Clumsy Heart cannot accept liability if you fail to receive your order due to the following circumstances: if you gave incorrect delivery information to us at checkout or give delivery instructions to the mail courier, such as changing the delivery address or asking the courier to leave it in a different location. If your delivery is accepted by a reception, concierge service, or it's delivered to a neighbour, that is subsequently lost or stolen. This is an issue that would need to be resolved with the company or person(s) signing for or accepting the delivery on your behalf.

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.  There are no charges for returning an order, however, you are responsible for the return delivery costs. All items must be unworn in the original box and returned within 28 days from the date when the initial order was placed. We only accept returns from the person who bought the item. 

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

How do I make a return?

Download the returns form, follow the instructions, and return your order within 14 days of receipt for a refund or within 28 days for store credit minus the original delivery cost. Any questions please email us info@ohmyclumsyheart.com.

How can I make an exchange?

You have 28 days to return your order for an exchange. Please follow the returns process above and we'll issue you with store credit for your returned item(s). Once your return has been processed you'll receive an email with a credit code for your next purchase.

When can I expect my refund?

Returns can take up to 14 days from the date your returned item(s) has been received at our studio to be processed. We'll send you an email once your returned item(s) have been received and another one confirming when your refund has been processed. Refunds will be applied automatically via the original method of payment.

If you return only part of a multiple purchase promotional item, we will subtract your discount from your refund or return credit. If your original order qualified for free delivery but returning item(s) drops the order total below that threshold, the cost of standard delivery will be subtracted from your final refund or store credit total. If your order is returned to us due to inaccurate delivery information you provided, we will ask you to pay for redelivery or subtract the cost from your refund/credit.

What are the terms and conditions of your promotions and offers?

Multiple item discounts include our Create A Capsule bundles and any other multi-buy promotions we may run, as well as 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.
Are your products sustainable/ethical?

We understand how important transparency and ethical sourcing is for our customers. We've shared details of our ethics and sustainability including information about the sustainably-sourced metals we use and our eco-friendly packaging.

We've been working with our suppliers for years to ensure our jewellery is made in a clean and safe work environment with fair wages for workers. Our suppliers include Hockley Mint, Cooksongold, and Palmer Metals, who all provide Fairtrade metals; as well as working with independent metalsmiths to cast several of our designs. We choose environmentally friendly options for our packaging including unbleached cardboard boxes, paper tape, acid free tissue paper, and jewellery boxes from Tiny Box Company.

We're constantly striving to be more transparent and responsible in the way we do business. If you have a question about our jewellery, we'd love to hear from you: get in touch.

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