Jewellery FAQs & Customer Support | Oh My Clumsy Heart UK
UK Delivery & Returns
What UK delivery options do you offer for sustainable jewellery?
We offer free UK delivery as standard! Need it sooner? Upgrade to Express or Next Day delivery. For more details, visit our Delivery page.
All deliveries require a signature. If you're not home, your order might be delivered to a neighbour—but you can opt out of Royal Mail's Delivery to Neighbour service if you'd prefer.
How long does UK jewellery delivery take?
We work to dispatch your order as quickly as possible, usually within 1-5 business days depending on your chosen delivery method. Check our Delivery page for estimated delivery times.
How do I make a return or exchange in the UK?
You have 28 days from receiving your order to make a return:
- Refund: Return within 14 days.
- Store Credit: Return within 28 days.
Please check our return policy before sending items back. Ineligible returns won’t be refunded, exchanged, or credited, and you’ll need to cover delivery costs to have them sent back to you.
How do I return a jewellery gift in the UK?
We want you to love your jewellery! You can make a discreet gift return within 28 days for exchange or store credit. To return, use the purchaser’s name, order number, or email. Need help? Just ask!
International Delivery & Returns
Do you ship sustainable jewellery internationally?
Yes, we ship to selected countries via Royal Mail International Tracked & Signed. Unfortunately, we’re unable to accept orders from the European Union or Northern Ireland at this time.
How long does international delivery take?
Delivery usually takes 3–14 business days, depending on the destination, but it may occasionally take longer. Check our Delivery page for estimated delivery times.
Are there customs fees for international orders?
Orders from the UK may incur customs fees, duties, and taxes, payable by the recipient. These charges are not included in the purchase price or shipping costs.
Orders
Where is my jewellery order?
Keep an eye out for your dispatch confirmation email, which will include your tracking code to track your order.
Can I amend or cancel my order?
We’ll try our best to make changes, but it’s not always possible once your order is fulfilled. Email us at info@ohmyclumsyheart.com to talk about it.
Can I cancel my order?
Send an email to info@ohmyclumsyheart.com with your order number and we'll do our best to cancel your order. But be quick! We can only cancel unfulfilled orders.
How do I report a missing jewellery order?
Missing orders are rare, so it’s likely your order is still on its way. Royal Mail considers an item lost after 10 days (UK) or 25 days (International), and we’ll issue a refund once this time has passed.
If tracking shows delivery, please contact your local courier. We can't replace lost or stolen orders due to incorrect information or if a reception, concierge, or neighbour accepts it.
How do I report a faulty or damaged jewellery item?
Please report any suspected jewellery faults immediately, email info@ohmyclumsyheart.com.
Products
Do you sell gift cards for jewellery?
Yes we do! You can find our digital gift cards here.
Are jewellery orders gift wrapped?
Yes, we offer gift wrapping! Add it at checkout for luxury OMCH paper, a bow, and an optional handwritten note. For multiple gifts, place separate orders to have each wrapped and sent individually.
Can I be notified when a jewellery piece is back in stock?
Please use the "email me" button on the product page to be notified as soon as that item is back in stock!
Does each jewellery piece come with its own box?
All necklaces come in their own jewellery box, while smaller items like earrings and rings are often packaged together. If you’d like separate boxes for these, simply request it at checkout!
Care
What materials are your jewellery pieces made from?
We use only the best, durable gold-fill and sterling silver that won’t flake or discolour. Gold-fill is a thick layer of solid gold over sterling silver, ensuring lasting beauty. Plus, our metals are responsibly sourced from Fairtrade-licensed suppliers of recycled metals. Learn more.
Is your sustainable jewellery suitable for sensitive skin?
Yes! Our jewellery is made with gold-fill and sterling silver, which is hypoallergenic, nickel-free, and gentle on sensitive skin.
Is your jewellery waterproof or water-resistant?
All our jewellery is water-resistant, so it can handle the occasional dip in water—just make sure to dry it thoroughly afterwards!
How do I care for and clean my jewellery?
We have a jewellery care guide that tells you everything you need to know about the metals we use, and how to care for your jewellery.
Does your jewellery come with a guarantee or warranty?
Our jewellery comes with a 6-month guarantee from the sale date. If there’s a manufacturing fault, we’ll repair or replace it for free. This doesn’t cover wear and tear or accidental damage.
Follow our care guide to keep your jewellery in top shape. If you break it, we can repair it for a small fee. To request a repair, email info@ohmyclumsyheart.com.
Promotions
What are the terms and conditions of your jewellery promotions?
Our multi-buy discounts, including Bundle & Save offers and other promotions, apply to offers, discounts, and sales. Here are the terms:
- Promotions are limited-time only and may be cancelled at any time.
- All qualifying items must be purchased in one order and shipped to a single address.
- If you return part of a multi-buy item, we’ll subtract the discount from your refund or credit.
- Delivery and handling charges apply to all items, including discounted ones.
- Promotions cannot be combined with other offers or stacked.
- Removing promotion items from your cart or violating the terms will cancel the discount.
- Offer valid while supplies last. Void where prohibited.
How does your Refer A Friend programme work?
Here are the terms for our Refer a Friend programme:
- Referral codes are unique and non-transferable—no changing or transferring rewards.
- The referral link must be used at checkout to redeem the reward; it can’t be applied retroactively.
- Rewards cannot be redeemed for cash.
- Refer A Friend rewards cannot be combined with other offers or discounts.
- Oh My Clumsy Heart reserves the right to change the terms (including reward value) at any time, but all existing rewards will be honoured.
- Referral rewards may be withheld if we suspect bad faith or breach of our promotional terms.
Why isn’t my jewellery discount code working?
If your discount code isn't working, it’s usually due to one of two reasons:
- Discount codes cannot be stacked with other offers. If you’re trying to use multiple codes, only one can be applied per order.
- Discount codes don’t apply to sale items, including bundle deals. Make sure your purchase doesn’t include items that are already discounted.
If you're still having trouble, feel free to reach out to us at info@ohmyclumsyheart.com for help!