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press@ohmyclumsyheart.com
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Frequently Asked Questions


Do I need an account to shop?

Absolutely not - although we recommend it. Creating an account with us means you can check the status of your orders and track them online, print receipts, view your order history, checkout faster, and save wishlists. Join us now.

Do you ship internationally?

We ship worldwide! We accept all major credit and debit cards, and PayPal. Checkout is easy, quick, and safe.

We deliver using Royal Mail's Signed For service and Standard Airmail. We recommend International customers upgrade to insured shipping to protect against loss or damage. 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.

What delivery options do you offer?

Standard shipping is a flat fee of £3.50 for UK orders and £4.50 for International orders. We offer Next Day Delivery for UK orders and an insured upgrade for International orders. Some orders may require a signature upon delivery and 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 Delivery to Neighbour. If you place an order with us and do not opt out 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 will be on its way. Please allow 1-2 days for UK deliveries and 3-28 days for International orders.

Can I collect my order in person?

Absolutely, our studio is open "by appointment only." If you would like to collect your order from our studio, please contact us for more information on how to book a time and date: info@ohmyclumsyheart.com

Can I track my order or change my address?

We are able to provide tracking information for all UK orders and insured International orders. Please log in to your account to track your order.

You cannot change your delivery address, however, you can cancel your order up to one hour after purchase and reorder with a different address.

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.

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 note please leave your message at checkout - we’re happy to accommodate your request at no extra cost.

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 breaks we are happy to repair your item for free. This warranty does not cover general wear and tear or accidental damage.

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 jewellery is in high demand and sells out quickly. The best way to know when your favourite jewellery piece 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 order?

Missing orders must be reported within 60 days of purchase. If you suspect your order has been lost, please contact us: info@ohmyclumsyheart.com.

If your order has not been marked delivered and has not arrived within 30 days we will replace your order free of charge (UK and insured airmail only.) For standard airmail please contact your local postal service for information on how to file a claim.

Once a package has been declared ‘Delivered’ by the delivery service we can only advise on how to seek help from the delivery company.

What is your returns policy?

We offer a 28-day returns policy. You have 14 days from the date of purchase to cancel your order and a further 14 days to return the item(s). All jewellery must be unworn in the original box and returned within 28 days from the date when the initial order was placed. Sale or promotional items, limited edition, altered, or customised pieces, and earrings cannot be returned. Gifted items can be returned for an exchange or online credit only.

For instructions on how to make a return, please visit the delivery information page.

How can I make an exchange?

We recommend you return your original item(s) for store credit before ordering a new item. Once your return has been processed you'll receive an email with a credit code and complimentary free shipping on your next purchase. Please visit the delivery page for return instructions.

When can I expect my refund?

Please allow 14 working days for your refund. We'll send an email to notify you the refund has been processed.

Is your jewellery sustainable/ethical?

We understand how important transparency and ethical sourcing is for our customers; over the years we've built strong relationships with our suppliers and we're constantly striving to be more transparent and responsible in the way we do business.

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, acid free tissue paper, and jewellery boxes from Tiny Box Company.

What does 'zero markups' mean?

Zero markups’ means you’re not paying for the inflated costs of storefronts, middlemen, or designer labels and gain the benefit of affordable, transparent prices.

In traditional retail, jewellery is marked up 300% before it reaches the customer; because we’re an online-only brand that works directly with our metal suppliers it means we can eliminate these costs and pass the savings onto you. Our prices reflect the quality materials and craftsmanship of our jewellery.

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