Shipping policy

Last updated: April 28, 2025

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.

Local Currencies, Exchange Rates, and Taxes

We display prices in your local currency to make your shopping experience smoother. All prices are based on our store’s primary currency, GBP (£), and are automatically converted using real-time exchange rates. As a result, small fluctuations in the displayed prices may occur depending on changes in currency values.

Please note that the final amount charged at checkout will be in your local currency, based on the exchange rate at the time of purchase. Local taxes (such as VAT, GST, or sales taxes) may also be included in the displayed price depending on your country’s regulations.

If your local currency is not supported or detected, prices will default to GBP (£).

Couriers & Delivery Timescales

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.

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.

Europe & Rest of the World (DHL Express Delivery)

For countries inside of Europe, 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.

Note for European Union Customers

Please be aware that orders shipping to the European Union may experience slight delays as we update our processes to ensure full compliance with the General Product Safety Regulation (GPSR). We are actively working to meet these new requirements and appreciate your patience and understanding during this period.

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.

Claims for Damage or Loss During Transit

We prioritise the secure and careful delivery of your order. Each piece undergoes thorough inspection and protective packaging before shipment. However, should issues arise, we are here to assist.

Inspecting Your Package Upon Delivery

Upon receiving your package, we kindly ask that you:

  • Inspect the exterior of the box for any visible signs of damage.

  • Photograph the packaging and contents if any damage is evident.

  • If damage is noticed upon delivery, note it with the courier if possible.

These steps are important to support any claims that need to be made with the courier.

Reporting Damage

If your item arrives damaged:

  • Contact our customer support team within 14 days of the delivery date.

  • Include your order number, photos of the packaging and product, and a detailed description of the issue.

  • Please retain all packaging materials and the product until we advise on the next steps.

We will open a case with the shipping courier and keep you updated throughout the investigation. If the damage is confirmed, we will guide you on how to return the product and arrange a replacement or refund, depending on the nature of the damage.

Reporting a Lost Package

If your order hasn’t arrived within the expected timeframe:

  • Contact us within 14 days of the estimated delivery date.

  • We will initiate an investigation with the courier to track the shipment, which may take up to five weeks.

Please note: We are only able to file a claim if the issue is reported to us within 14 days of the delivery date or expected delivery window. Delayed claims may fall outside of the courier’s claim policy, which may limit our ability to provide a resolution.

Lost or Damaged Items: Refunds and Replacements

If your order is confirmed as lost or damaged during transit following the courier's investigation, we will proceed with either a replacement or refund based on your preference and the outcome of the claim.

Please note: Refunds and replacements cannot be processed until the courier’s investigation is completed and the claim is approved.

Please contact us if you have any additional queries.