Everything you need to know about ordering from us during the Coronavirus outbreak from dispatch and delivery to our approach to safety and prevention.
Safety and Prevention
World Health Organisation and Public Health England have stated you are not at risk of catching Coronavirus from packages. So be assured that sending and receiving parcels is safe and you can continue ordering online without any risk or cause for concern.
It's safe for us to keep the online shop open and continue accepting and dispatching orders as Sophie is the only person working on making jewellery and packaging orders. However, there has been changes to the usual routine including a shift in dispatch times and slower restocks, and we've been following strict hygiene practices and social distance protocols to keep everyone safe.
All surfaces that get touched daily within the studio, including tools, worktops, doors and handles, light switches, and outlets are being cleaned after use. Hands are washed regularly and hand sanitizer is used before and after handing over orders at the post office.
The post office is a very short 2 minute walk from the studio and we use a Royal Mail Drop & Go service, which requires zero contact with Post Office staff. To further minimise contact and reduce risk to others and ourselves, we're currently dispatching orders once a week.
Dispatch and Delivery
We are now dispatching orders weekly based on the volume of orders we get. While Royal Mail's services are fully operational both nationwide and international, they are experiencing disruptions and delays. Longer delivery times and possible delays are to be expected, particularly for International orders, and tracking codes are working intermittently. We appreciate your patience and understanding.
If you'd like to place an order but have it dispatched at a later date, please let us know. We can place a hold on your items and have them delivered when you tell us. If you're purchasing a gift, please be aware we cannot guarantee delivery on or before a specific date.
Lost Orders, Returns, and Refunds
Due to the current situation with Covid-19 pandemic, we would appreciate if you are patient with the delivery of your order. Delivery is taking longer than usual due to delays and disruptions to the Royal Mail's delivery service. Undelivered orders will be declared as missing or lost only after 90 days for UK orders and 180 days for International orders have passed.
Returns and refunds otherwise stay the same. You have 28 days upon receipt of your order to return your order for an exchange or refund. Please read our returns policy for more information.
Stock Levels and Restocks
We've slowed restocks to protect cash flow and prevent overstocks. We've been restocking jewellery based on demand so please continue to wishlist items you want to see restocked. To do these, please sign up to the mailing list and join wait lists for specific pieces.
If your income and security has not been impacted by COVID-19, we urge you to continue supporting small businesses, independent makers, self-employed creatives, hospitality and service industry workers. We're relying on your support to weather this storm and a lot of us aren't going to make it through.