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Frequently Asked Questions
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.
We ship worldwide! We accept all major credit and debit cards, and PayPal. Checkout is easy, quick, and safe.
We deliver using the Royal Mail Signed For and Next Day delivery service for UK deliveries, and offer Insured Airmail for International orders. 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.
We offer Standard (£3.00) and Next Day Delivery (£7.50) for UK orders. For International orders we offer Insured (£9.50) delivery. Delivery is free for orders over £50 (UK only).
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.
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. Dispatch can take slightly longer during busy holiday seasons. Please allow 1-5 working days for delivery within the UK and 3-28 days for International orders.
Absolutely, our studio is open "by appointment only." If you would like to collect your order from our studio, please enter the code COLLECT at checkout and contact us to book a time and date to collect your order: firstname.lastname@example.org
We are able to provide tracking information for all UK orders and International orders. 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.
Send an email to email@example.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.
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.
All Oh My Clumsy Heart jewellery comes with a 6-month warranty starting from the date of purchase. If your jewellery is faulty, we are happy to replace or repair your item for free. This warranty does not cover general wear and tear or accidental damage. If you've accidentally broken your jewellery, we can repair it for a small fee.
To request a repair please contact firstname.lastname@example.org with your order number, details, and a photograph if possible.
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.
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 faulty immediately or missing within 30 days. If you suspect your order has been lost or has a fault, please contact us: email@example.com.
If your order has not been marked delivered and has not arrived within 30 days we will replace your order free of charge.
Once a package has been declared ‘Delivered’ by the delivery service we can only advise on how to seek help from your local delivery company.
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. Gifted items can be returned for an exchange or online credit only.
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 or customised jewellery.
For instructions on how to make a return, please visit the delivery information page.
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.
Please allow 14 working days for your refund. We'll send an email to notify you the refund has been processed.
We understand how important transparency and ethical sourcing is for our customers. 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.
‘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.