FAQs

How long does a jewellery piece take to make?

All items are lovingly handmade to order in our Kentish Town workshop. Please allow 3-4 weeks for your items to be ready. Bespoke orders may take longer. Once your item is ready, you will receive a notification via the website within 1 working day.

 

What if I need an item sooner?

The hand-crafting of our items can not be expedited, due to the many stages involved. If you need to receive an item sooner, we advise checking our online Trouva shop, for pieces available to be sent out straight away. If you can’t find an item you like on Trouva, please contact us and we can see what other pieces we have available in stock in our Kentish Town shop to be . We can also offer alternative “IOU” gift ideas while your piece is being lovingly made.

 

How will the order be packaged?

Your order will arrive to you in luxurious gift wrapping, in JdL branded packaging. Should you want “anonymous” packaging, please email us.

 

What are your delivery times and prices?

All orders are sent using a tracked and insured postal service, with Royal Mail. Courier services can be used by special request and may incur further charges. Once posted, you will receive a notification via the website with your tracking details, within 1 working day.

 

UK

All items will be sent by Royal Mail Next Day Special Delivery £10 for orders up to £500.

FREE for orders over £500. (Don’t forget you can also pick your order up in-store for free!)

 

Europe

Items will be sent with Royal Mail Airmail Tracked & Signed, where possible.

Where this is not an option, they will be sent using a Royal Mail Airmail Tracked service.

Will usually take up to 5 working days to arrive, but is dependent on local postal services in your country.

£15 for all orders.

 

Rest of the World

Items will be sent with Royal Mail Airmail Tracked & Signed, where possible. Where this is not an option, they will be sent using a Royal Mail Airmail Tracked service. Will usually take up to 7 working days to arrive, but is dependent on local postal services in your country.

£18 for all orders.

The customer is responsible for paying any duty or taxes incurred in the country of destination.

Your local customs office can help you with this.

 

 

If you would like us to change the delivery date or address, or if there is an error, it is your responsibility to inform us as soon as possible. Jessica de Lotz Jewellery cannot be held responsible for any delivery delays once the goods have been dispatched and are in possession of the postal service.

Goods will only be dispatched once payment has been received in full and approved.

 

What is your Returns Policy?

 

Online Returns Policy

All website orders are individually hand-made to order. As per the UK distance selling regulations, made to order items can not be cancelled or returned unless faulty - this is a standard regulation. As such, we can not accept any returns, unless an item has arrived to you faulty, or we have made a mistake with your order. In such cases, please contact us as soon as possible and we will do our best to resolve the issue.

If you wish to cancel an order, before it has been made, please contact us within 48 hours of placing the order. If an item needs to be resized, please read further down.

 

Faulty, defective, or wrong items must be sent to us within 14 days of receipt with proof of purchase. You may then choose to receive a replacement, have the item repaired, exchange for an alternative item or refund. All items returned as faulty will be inspected and any item displaying damage deemed to be a result of misuse, accidental damage or fair wear and tear caused by you will not be accepted as faulty.

 

Any refunds will be issued to the original payment method to the value of the item printed on the original receipt.

 

We advise you post items back to us via Special Delivery and make sure you keep note of your tracking number.

We are not responsible for lost packages and we cannot issue a refund if your package is lost or damaged.

 

Return Address:

Jessica de Lotz Jewellery 49 Fortess Road, Kentish Town, NW5 1AD

 

Nothing in this policy affects your legal rights.

 

Resizing an Item

If a bracelet, necklace, or ring purchased online needs resizing, please contact us. Where the wrong size was entered during the purchase, this may incur further charges, if the item will need to be lasered or re-plated.

 

In-Store Returns Policy

In addition to your legal rights, we allow you to return goods if you simply change your mind. Stock items purchased at the Jessica de Lotz Jewellery store in Kentish Town may be exchanged or issued a credit note if returned within 14 days with proof of purchase.

 

All items must be returned unworn, in the original packaging and with proof of purchase.

 

Exceptions:

Please note that the following are excluded from the store returns policy:

* Earrings (due to hygiene reasons)

* Any made-to-order, bespoke, soldered or engraved jewellery.

* Items otherwise altered to a customer's request, i.e re-sized rings or pieces adapted to suit the needs of the customer.

 

The above does not apply to faulty or defective items. Any faulty or defective item must be sent to us within 14 days of purchase with proof of purchase. You may then choose to receive a replacement, have the item repaired, exchange for an alternative item or refund. All items returned as faulty will be inspected and any item displaying damage deemed to be a result of misuse, accidental damage or fair wear and tear caused by you will not be accepted as faulty.

 

Please email us in advance so we know to expect your return and include your original receipt as well as your contact details in the package. We'll get in touch as soon as we receive it. All returned merchandise must be in its original packaging.

 

We advise you post items back to us via Special Delivery and make sure you keep note of your tracking number. We are not responsible for lost packages and we cannot issue a return if your package is lost or damaged.

 

We have the right to deny a return if the merchandise returned does not meet our return policy requirements.

 

Return Address:

Jessica de Lotz Jewellery 49 Fortess Road, Kentish Town, NW5 1AD

 

Any refunds, due to faulty merchandise, will be issued at the store to the original payment method to the value of the item printed on the original receipt. If the payment method was by card please ensure the card holder is present.

 

Nothing in this policy affects your legal rights.

If you have a question which you cannot find an answer to, please Contact Us

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JdL Newsletter

2020

"Jessica de Lotz's jewels are the dream collision of  sexy, chic and cool."  

- Polly Vernon