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Shipping & Returns
How long does shipping take?
All orders are sent via Royal Mail Special Delivery Guaranteed™ or Royal Mail Signed For™ so your package arrives as quickly and safely as possible. As we're a start-up business, we ask that you allow four weeks for orders to be processed and shipped. We promise our pieces are worth the wait - they really are lovely! You can track your order through the shipping confirmation email sent after your order is sent out. If you need help finding your tracking number or have further questions about shipping, please email us at email@example.com
How will I know when my order ships?
We will send you an email including your tracking number as soon as your order is shipped.
Do you ship internationally?
At the moment we don’t ship internationally. We hope to in the future!
How much does shipping cost?
We offer three shipping options: 1) Royal Mail Special Delivery Guaranteed™ at £7.25; 2) ROYAL MAIL SIGNED FOR™ 1ST CLASS at £4.40; 3) ROYAL MAIL SIGNED FOR™ 2ND CLASS at £3.90
Where is my order? I’m having problems with tracking.
If you are having issues with tracking your order, please email firstname.lastname@example.org for further information.
Where does your jewellery ship from?
All of our jewellery is shipped from our South West London office.
If your package is lost in transit, please email us right away at email@example.com and we will try our best to solve the issue. If the item has not been marked delivered and hasn't arrived within 30 days, we will replace your order free of charge. Please note that Hoop & Rose is not responsible for lost or stolen items once declared 'Delivered' by the delivery service.
RETURNS & WARRANTIES
What is your return policy?
We currently do not offer refunds due to the nature of being a start-up business. We would be happy to swap your item for you providing the piece is returned undamaged in its original box within 2 weeks of receiving a pre-paid shipping label. Please reach out to firstname.lastname@example.org for additional details.
What if I ordered the wrong size?
We would be happy to swap your item for you providing the piece is returned undamaged within 2 weeks of receiving a pre-paid shipping label. Please reach out to email@example.com & we'll send you a shipping label so you can send this back free of charge.
I have my shipping label. Is there a time limit as to when I can send back?
Please send your return item back to us within 2 weeks of receiving the shipping label. Any returns beyond this time limit will be subject to a £20 restocking fee.
Does my order include a warranty?
We include a six month warranty and would be happy to replace any pieces within this period. Our warranty does not cover general wear & tear or lost stones. Please note that Hoop & Rose is not responsible for lost or stolen items once declared 'Delivered' by the delivery service. We are also unable to return any items once they have been altered by a third party jeweller.
My piece broke within the warranty period. How do I initiate a replacement?
For help with this, please send over a photo of the damaged product and order number to firstname.lastname@example.org