Orders
Can I change or cancel my orders?
We offer a 12-hour grace period for order amendments and cancellations, starting from the time the order is placed.
If you'd like to make changes or cancel your order, please contact our Customer Care Team with the relevant details as soon as possible. We'll do our best to assist you.
After this 12-hour window, we cannot guarantee that we can modify order details, including addresses, due to the progress of our packaging and shipping processes.
Where is my order confirmation?
If you did not receive an order confirmation after completing checkout, it could be due to an incorrect email address or an issue with the order submission.
If you entered the wrong email address, please contact our Customer Care Team, and we'll resend the order confirmation to the correct address.
If you encountered an error during checkout, a pending charge (pre-authorization) may appear on your account for 7-10 business days. This is a temporary hold while your bank or card provider verifies that the payment was not processed on our end. Once verified, they will remove the charge and credit your account. If the issue persists after this period, please contact your bank or card provider to confirm the status of the transaction.
How do I use my Discount Code or Gift Voucher?
Discount codes, credit notes, and gift vouchers can be applied at the checkout page. Your discount will be applied during the final step of the checkout process.
Please note that only one code can be used per transaction.
What Payment Methods do you Accept?
Customers can make purchases either via PayPal, debit or credit card payments, Apple Pay - all fast and secure online payment gateways, which accept all major debit and credit cards.
What should I do if I received a faulty, incorrect, or missing item?
We take extra care to make sure all orders are not faulty and are sent out correctly, but occasionally mistakes can be made. If this is the case, please contact our Customer Care Team within 14 days of purchase explaining the situation and they will resolve this for you.
Delivery
How long does delivery take?
- All orders will be dispatched the next working day. Working days are Monday to Friday, excluding public holidays. Any delays caused by external factors such as courier issues (e.g., strikes, weather, high volume, traffic) are beyond our control and will not be considered as working days.
- The indicated shipping time is an estimated number of working days from dispatch to delivery. It is not a guaranteed delivery date unless explicitly stated. During busy periods such as public holidays, Black Friday and Christmas, please expect potential delays beyond the usual shipping timeframes.
Do you ship internationally?
Yes, we are proud to say that we ship worldwide!
SHIPPING FEE: Royal Mail Tracked Delivery (7-10 business days): £6 - Free on orders £100 and over
DUTIES & TAXES: Please note that, depending on the country, International orders being shipped outside of the UK may be subject to additional import duties and tax charges upon delivery, payable by the customer.
Can I track my parcel?
Once your order has been dispatched, you will receive a shipping confirmation email containing your tracking number.
Please make sure to enter the correct email address at checkout, as any errors may prevent you from receiving your order and shipping confirmation emails.
Tracking shows delivered, but I don't have my package?
- Look for a notice card left by the courier with instructions to reschedule delivery or pickup
- Check your mailbox, porch, safe places, and building concierge
- Ask friends or family members at the same address if they received it
- Check with your neighbours
If you're still unable to locate your parcel, please contact our Customer Care Team for assistance in tracking it down.
Returns & Exchange
What is your Returns Policy?
We accept returns of unwanted items (excluding pierced earrings for hygiene reasons) within 14 days of purchase. Pierced earrings (e.g., studs, barbells, hoops, clickers) are not eligible for return.
ALL RETURNS MUST BE:
- In brand new, unused condition with no signs of wear or damage
- In their original packaging, unless part of the order is being returned
If the item doesn't meet these conditions, we reserve the right to refuse the return and return it to the customer at their expense.
EXCLUSIONS:
- Pierced earrings
- Individual items from sets (must be returned as a full set)
Return postage is at the customer’s expense, and original shipping costs are non-refundable unless the item is faulty or incorrect. If the delivery is undeliverable and returned to us, the customer is responsible for repeat delivery charges. We are not responsible for items lost or stolen during return shipping, so we recommend using a tracked service.
How can I return my order?
If you would like to return an item, please email within 14 days of delivery. Once your return has been approved by our Customer Care Team, you will then receive instructions on how to return your items. We ask that all returns are returned in their original packaging and to include your name and order number within the packaging so our team can process your return.
Are returns or exchanges free?
As a small business, we currently do not offer free returns. Original shipping fees, custom duties and import taxes are non-refundable. You may however be able to recover custom duties and import taxes by contacting your local customs office directly. As it varies from country to country, you might want to check your customs office's policy before returning your items. If the postal service or courier returns your order to us due to delivery issues, the customer will be responsible for any repeat delivery charges.
When will I receive my refund?
Upon receiving your return, we will inspect the item to ensure it meets the criteria for a refund. If approved, we will reimburse the cost of the goods, minus any delivery charges (exceptions may apply), to the original payment method.
Refunds will be processed within 2-5 working days of receiving the item. Please note that the transaction may take an additional 3-7 working days to appear on your account, depending on the original payment method.
You will not receive an email upon receipt of your return. We will only notify you once your refund has been processed.
I've ordered the wrong item/size, can I exchange them?
Unfortunately, we do not offer direct exchanges. If you would like to exchange one item for another, you must first return the original item and then place a new order. You will be refunded for the original item in accordance with our usual Return Policy.
If you have any urgent requests, please don't hesitate to reach out to us via email at hi@leajewels.co.uk