PRODUCTION LEAD TIME
All our jewellery is Made-to-Order and will take approximately 5-7 weeks to completion. The duration of the production lead time will depend on the complexity of the piece and our workload.
Jewellery containing precious gemstones or any type of plating, and customization will need additional production time.
SHIPPING POLICY
DHL Express Services
At Immortal Jewellery, your satisfaction and the secure delivery of your made to order jewellery are paramount. Utilising the reliable services of DHL Express, we ensure that each order comes with robust shipping tracking, providing real-time visibility into your package's journey. Our commitment to secure delivery is reinforced with signed-for confirmation, assuring you of the safe receipt of your exquisite jewellery. Additionally, comprehensive insurance coverage adds an extra layer of protection, giving you peace of mind throughout the shipping process. Immortal Jewellery and DHL Express work seamlessly to prioritise the security and smooth delivery of your cherished pieces, reflecting our unwavering dedication to excellence in every facet of your purchase.
COURIERS & DELIVERY TIMESCALES
DHL Express Delivery UK (Monday - Friday)
This delivery service is for England, Wales, Scotland, and Northern Ireland. Our DHL Delivery service is delivered within 1-2 working days (dependent on the recipient's postcode) when dispatched (note that the production time still applies to hand-make the order prior to shipping). DHL delivery is not guaranteed on a Saturday or Sunday.
European Union & Rest of the World (DHL Express Delivery)
For countries inside the European Union, delivery can take 2-3 working days, and for the rest of the world, delivery can take from 3-6 working days depending on the country zone.
Customs and Import Taxes for International Shipments & Ireland:
Buyers are responsible for any customs fees and import taxes that may apply when the parcel is received into their country. Information regarding payable fees will be sent directly by the courier to you; using the contact information provided on your order with us. We are not responsible for delays due to the customs process and request you to please check these to get an indication of costs before placing your order.
In the case of delivery being unsuccessful (due to fees being unpaid by the customer, or the courier attempting several deliveries to no avail), the customer is responsible for the original shipping charges, any import fees that are incurred, and the cost of returning the package to us at Immortal Jewellery. The fee amounts will be deducted from your order refund. If the return fee exceeds the amount of the order plus shipping costs, the package will be abandoned, and you will not be able to be refunded for the order.
Please contact us if you have any additional queries.
Lost Or Damaged In Transit
Contact Us: If your order has arrived damaged or is lost, please contact our customer support team within 14 days of the delivery date. Provide us with as much information as possible, including photographs of any damage.
Shipping Details: We will raise the matter with our courier who will investigate and try to resolve the matter which may take between four to five weeks.
At Immortal Jewellery, we prioritise the secure delivery of our products. If your order experiences damages or losses during transit, it is your responsibility to let us know as soon as possible so that we can contact the carrier to initiate a claim. Rest assured, we are dedicated to assisting you throughout this process to ensure a swift resolution.
In the unfortunate event of a lost package, and upon your request for a refund, approval will be granted by Immortal Jewellery only after the shipping agent completes its protocol and full investigation. We understand the importance of a timely resolution. Refunds will not be processed before the completion of this protocol and the settlement of any damages claimed by us from the shipping agent.
Lost Packages:
Should your order fail to arrive within the designated timeframe or become lost in transit, we will promptly launch an investigation with the shipping courier. This process may extend up to four weeks. Upon completion of the investigation, if your order is verified as lost or delivered to an incorrect address, we will initiate a claim with the courier. Once the claim is successfully processed, we will promptly replace the items and dispatch a new shipment to you at the earliest convenience.
Please contact us if you have any additional queries.