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Frequently Asked Questions
Do I need an account to shop?
No, but having an account is super useful. An account means you can check and track the status of your orders. You'll be able to check your order history and print a receipt if you need one.
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. 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.
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.
Can I collect my order in person?
Yes, 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. 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 firstname.lastname@example.org with your order number and we'll do our best to cancel your order. We can only cancel unfulfilled orders.
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.
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 custom made jewellery.
Does the 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: email@example.com. Please include your order number, details of the damage, and a photograph if possible.
How can 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: firstname.lastname@example.org.
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.
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 only accept returns from the person who purchased the item.
How do I make a return?
Download the returns form. Follow the instructions. Return your order within 14 days for a refund. Return within 28 days for store credit minus the original delivery cost. Any questions please email us: email@example.com.
How can I make an exchange?
You have 28 days to return your order for an exchange. Please follow the returns process. When we have your return we'll issue you with store credit. You'll receive an email with a credit code for your next order.
When can I expect my refund?
Refunds can take up to 14 days from the date your returned item(s) arrive at our studio. We'll send you an email confirming your refund. You'll receive a 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.
What are the terms and conditions of your promotions and offers?
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.
Are your products sustainable/ethical?
We understand how important transparency and ethical sourcing is for our customers. 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 details of our ethics and sustainability. This includes information about the sustainably-sourced metals we use and our eco-friendly packaging.