Shipping

All pieces are made to order each with their own lead time. Usually hand crafted within 2 – 4 weeks on receipt of order.

If a piece is required urgently or for a specific date please contact Katherine on hello@katherineelder.com before ordering to ensure your request can be met. We will do our best to meet any deadlines where possible.

All parcels will be sent via Royal Mail Special Delivery which is fully trackable and insured arriving the next working day from dispatch. Parcels are guaranteed to arrive before 1pm and will require a signature. You will be notified when your order has been dispatched. 

Postal addresses must be accurate and complete to guarantee delivery. We cannot except any responsibility for delays or loss to parcels due to customer error.

You will receive your Katherine Elder hand-crafted design(s) in beautiful, branded packaging complete with a polishing cloth to keep your pieces shining.

International shipping

If you are from overseas do contact us directly at hello@katherineelder.com and we can process your order to include Royal Mail International Tracked and Signed postage including extra insurance if necessary.

International customers are responsible for all duties and/or taxes that may be imposed on the item on arrival at the destination country. These charges are entirely at the discretion of the country in question and beyond our control. 

Returns

We hope you will be delighted with your hand-crafted piece of Katherine Elder fine jewellery. However, if you are unhappy with your order for any reason Katherine is happy to adjust, exchange or refund your order.

Return Cost

Returns are payable by the customer and items are returned at the buyers own risk so we recommend using Royal Mail Special Delivery Service and to insure the shipment against loss or damage. It should be securely packaged and you should also include a note of your name, dispatch address, email address and order number. Postage of the return will only be refunded if an error has been made on our part. We cannot guarantee your returned item, it is your responsibility to track the package and have proof of postage. 

For international returns, import duties or taxes must be paid for by the customer.

14 Days to Return

Please email hello@katherineelder.com to discuss the issue and arrange a return within 14 days of delivery receipt and arrange to post it back as soon as possible.

Refunds

We can arrange a full refund on the understanding that the piece(s) are returned in perfect condition and returned in the original packaging. The piece(s) will be assessed on their return and provided it is deemed in good condition a refund can take place.

PLEASE NOTE: Bespoke commissions, personalised pieces and all earrings CANNOT BE RETURNED or EXCHANGED. Katherine is happy to discuss potential adjustments or alterations but at additional cost to the customer.

Damage

In the unlikely event of receiving a damaged or faulty item please contact us at hello@katherineelder.com within 7 days of receipt to notify us of the problem. The piece(s) will be assessed on their return and we reserve the right to judge whether an item is faulty rather than miss-treated. If the piece is deemed faulty on our part every effort will be made to rectify, replace or exchange said item(s) or a refund can be issued. If it has been damaged in transit or damaged from misuse – we can endeavour to repair the piece(s) but further charges may incur.