Shipping & Returns
Preparing your order
Each product page states whether a piece is ready to ship or made to order.
We aim to dispatch ready-to-ship and one-of-a-kind jewellery within 3–5 working days of cleared payment. Made-to-order pieces follow the production timeframe shown on their product page.
For bespoke commissions, the production and delivery timeframe is agreed individually before making begins.
Production and dispatch times are separate from delivery times. If you need your jewellery for a particular date, please contact us before ordering.
UK delivery
UK orders currently include complimentary delivery.
We use Royal Mail tracked services or Special Delivery, depending on the value of the order, with insurance appropriate to the contents.
Tracking details will be emailed when your order is dispatched. A signature may be required, so please ensure someone is available to receive the parcel and follow any delivery instructions provided by the carrier.
International delivery
Available destinations and delivery charges are shown at checkout before payment.
International orders are sent using tracked postal services or FedEx International Priority, depending on the destination and order value.
Delivery times vary by service and destination. Customs clearance may cause additional delays.
Where applicable, import duties, local taxes and customs handling charges are payable by the recipient unless checkout expressly states that they are included. These charges are set by the destination country and are separate from our delivery charges.
Delivery details and problems
Please check your delivery address carefully before completing your order. Contact us promptly if you notice an error; changes may not be possible once your parcel has been dispatched.
If your order appears delayed, arrives damaged or is marked as delivered but cannot be located, email admin@cervostudio.com with your order number.
We will investigate with the carrier and arrange the appropriate resolution. Where we arrange delivery, responsibility for the goods remains with us until they reach you or a person you have nominated to receive them.
Changing your mind
For eligible online purchases, you can cancel from the time you place your order until 14 days after the day you receive your jewellery.
To cancel, email admin@cervostudio.com with your name, order number and a clear statement that you wish to cancel. You do not need to give a reason or use a particular form.
After notifying us, you must send the goods back within a further 14 days.
These rights also apply to eligible sale items.
Returning your jewellery
Contact us for the return address and instructions. Your statutory cancellation does not depend on us approving your request.
Please package the jewellery securely, using its original presentation box and protective packaging. Ensure to include any included accessories with the piece.
You may inspect and try on eligible jewellery as you would in a shop. We may make a lawful deduction for a reduction in value caused by handling beyond what is necessary to establish its nature, characteristics and functioning. Missing original packaging does not automatically remove your cancellation rights.
For change-of-mind returns, you are responsible for the direct return postage cost. We recommend a tracked service with insurance suitable for the full value of the jewellery. Retain your receipt and proof of posting.
For international returns, follow the carrier’s customs instructions and identify the parcel accurately as returned goods.
Refunds
For an eligible statutory cancellation, we will refund the price paid for the returned goods.
If you cancel the whole order, we will also refund the original standard delivery charge, if one was paid. Any additional amount paid for an upgraded delivery service is not refundable.
Refunds will be made without undue delay and within 14 days of receiving the returned goods or evidence that you have sent them back, whichever is earlier.
We use the original payment method unless you expressly agree otherwise. We do not charge a restocking fee.
Exchanges and credit
In addition to statutory cancellation rights, we offer an exchange or credit note for eligible standard jewellery returned within 30 days of receipt.
This additional option applies to unworn pieces returned in their original condition, with their presentation packaging and included accessories. Bespoke, clearly personalised pieces and items excluded for applicable hygiene reasons are not eligible for this additional offer.
Contact us before returning a piece for exchange or credit. Replacement items are subject to availability, and any price difference or additional delivery cost will be confirmed before proceeding.
This offer does not replace or restrict your statutory rights.
Bespoke, personalised and made-to-order pieces
Jewellery genuinely made to your individual specifications or clearly personalised is normally excluded from the statutory change-of-mind cancellation right.
We will explain before you order when this exclusion applies. A piece is not automatically excluded simply because it is made to order, is an engagement or wedding ring, or is chosen from standard options.
For bespoke commissions and the separate design service, please read our Bespoke Commissions: Design Fees & Cancellation policy.
Read Bespoke Design Fees & Cancellation
Earrings and piercing jewellery
Earrings or piercing jewellery are unsuitable for return for genuine health or hygiene reasons, the change-of-mind cancellation right does not apply to these products.
Your rights concerning faulty or incorrectly supplied goods remain unaffected.
Faulty, damaged or incorrect items
Please contact us if your jewellery arrives damaged, develops a fault or does not match its description or agreed specification.
Include your order number, a description of the issue and photographs where helpful. We will advise on the assessment and return arrangements.
Where goods do not meet your statutory rights, the available remedies may include a repair, replacement, price reduction or refund. We will cover reasonable return costs where legally required.
These rights apply to bespoke, personalised and sale items as well as standard purchases.
Contact
For delivery questions, cancellations or returns, email:
Nothing in this policy limits your statutory consumer rights.