Jeanne Marell

Shipping & returns

When to expect your jewellery, and how it is shipped

Items currently in stock
If your piece is readily available, it will be dispatched within 2 working days. We will let you know once your piece is on its way.

Made-to-order items
If your item needs to be made to order, it will take anywhere between 2 to 8 weeks before it is despatched. Once we receive your order, we will keep you informed on the status of your piece: when we expect it to be ready, and when it is on its way to you.
Do not hesitate to let us know if you need the item by a certain date, we will let you know what we can do. 

All our jewellery will arrive in our stylish wool felt pouch, packed with a product leaflet in our branded box, safely packaged to protect it from the hands and machines it will go through to arrive at its destination. If you wish to receive a gift bag with your purchase, please let us know.

All packages are insured and tracked, except for items under £100. You will need to sign for delivery.
Orders over £100 will ship with UPS and often arrive within two business days. Orders below will be shipped by post. 

The package is our responsibility until it arrives at your door step. If it gets lost along the way, it is our problem and we will make sure to send you a new piece at no additional cost to you, as soon as possible.

UK only:
I am currently shipping from Denmark. If you are ordering for more than £135, please drop me a line before placing your order. I can give you a voucher code for a discount equalling the VAT you will be charged upon import. 
The import process is simple: UPS or Royal Mail will get in touch once they have received the parcel, and will ask you to pay VAT and a small admin fee. You do not need to pay customs duties. 

Packages shipping to countries outside the EU and UK might incur custom duties. It is your responsibility to pay for these. For more information, enquire with your local customs office.

Please note that unfortunately we do not have any control over the time it takes packages to clear customs. From experience, if you respond promptly to the request for payment of import duties, there is no delay. However, there is always a risk that the package might arrive later than our estimates.

What to do when your piece is not what you expected

Of course we hope that you are delighted with your new piece of jewellery. If for whatever reason you are not happy, please email us within 5 days of receipt, to explain the problem. We will then let you know how we can solve it for you. 

I need a different size ring
If you require another size than expected, please email us as soon as you can to let us know you want to exchange your piece, and what size you require. We will then set all wheels in motion to prepare a new piece for you, and let you know when we expect to be able to deliver this on your doorstep. You will need to send back the other ring via tracked shipping with insurance, as we cannot send you a new ring until we receive the previous item back. Unfortunately the cost for the return shipping is for you to bear, but we will send your new ring to you free of charge. 

Your jewellery is not what I expected
If for whatever reason you are not happy with your purchase, and there is nothing we can do remedy this, you can return unworn, undamaged pieces to us. We recommend you use tracked shipping with insurance, as we cannot accept responsibility for parcels lost in transit. We will issue a refund for the price of the piece of jewellery (excluding shipping) if the item is received back in its original condition no later than 14 days after its original shipping date. We will issue the refund to your credit card within 10 days of receipt.

Unfortunately made-to-order items cannot be refunded.

Email info[at]jeannemarell[dot]com for any shipping or lead time enquiries.

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