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Shipping

Despatch
After you have placed your order and received your automated order confirmation email you will then be sent a separate email informing you of the despatch date. Please note that if we have the item you have ordered in stock, we will despatch it as soon as possible (usually the same day if orders are placed before 12pm UK time). If we do not, we will make it for you in our workshop and it will be despatched it as soon as it is finished.

If you require your order urgently or for a special date please make sure you let us know by writing this in the comments section when purchasing the item. You can also contact us

The despatch of all orders is subject to payment authorisation. Your goods will be delivered with a receipt/invoice showing the price in UK Sterling (GBP). The invoice also has the returns information that you need to complete for returning goods to us.

Delivery
UK Deliveries: Royal Mail Special Delivery within the UK is normally guaranteed by 1pm the day after we have despatched your goods. Royal Mail First Class or Second Class UK delivery is normally guaranteed by 1-3 days after we have despatched your goods. Royal Mail deliver Monday to Friday (and for an extra charge on Saturday too) excluding bank and public holidays. If Royal Mail finds no one available to sign for the delivery on their first attempt, they will either leave a card notifying you of this with instructions on how to proceed or attempt a second delivery on the next business day. If you have elected to have your order delivered to a business premises, Royal Mail will usually leave the package or calling card with reception.

We recommend that all orders are sent tracked with Special Delivery though you do have other options at check-out. We will inform you as to the expected despatch and delivery date when we process your order, and once the parcel is sent we will email you with your tracking number as appropriate.

International Deliveries:
We use Royal Mail International Signed for delivery on local business days, excluding bank & public holidays. They do deliver to P.O. Boxes. If the courier finds no one available to sign for the delivery on their first attempt, they will either leave a card notifying you of this with instructions on how to proceed or attempt a second delivery on the next business day. If you have elected to have your order delivered to a business premises, the courier will usually leave the package or calling card with reception.

The time scales for delivery outside the UK will vary from country to country. We will inform you as to the expected despatch and delivery date when we process your order, and once the parcel is sent we will email you with your tracking number.

For orders that are delivered outside the European Union, delays may be incurred as items go through your country's Customs & Excise and you will be liable for any local customs duty, import taxes or costs due on your purchase. These are decided on a case by case basis by your own government department at the point of entry to your country and are completely outside our control.

Please note:
Whilst we guarantee to despatch your order at the earliest advised date, any delay in delivery by Royal Mail is outside of our direct control. Therefore it is advisable to allow extra contingency time if you are ordering an item for a specific date.

Destinations & Prices
We ship worldwide using Royal Mail International Signed For. We ship within the UK using Royal Mail. You can find out the delivery price for your purchase and destination at the online check-out. However as a guide, the following prices apply for packages that weigh under 500g, covering most jewellery and small gift purchases. All delivery charges include insurance. We do not charge for packaging and only pass on the cost of the carriage to you.

Collect from Atelier in Newark on Trent: Free of Charge
UK Mainland Standard delivery within approximately 1-3 days, insured to 50: 4.30
UK Mainland Express delivery on a weekday by 1pm next day insured to a maximum of 2500: from 6.40
World Zone 1 deliveries within approximately 3-10 days insured to a maximum of 250*: from 9.75
World Zone 2 deliveries within approximately 3-10 days insured to a maximum of 250*: from 12.00
* parcels exceeding the insurance value will be split at check-out

If you wish to have items sent to separate addresses, please complete a separate order for each address. Separate delivery charges will apply to each address.

If you have pre-ordered out of stock items, you will be guaranteed teh item will be booked for you when we make our next batch of that item. You will be kept fully informed of progress. This should not take more than 4-6 weeks for manufacture and would usually be quicker than that

Please note: we reserve the right not to ship to certain countries if payment is to be made by credit card. Payment must be made by bank tranfer for those countries.


Returns

We give you a 21 day approval period for all our jewellery purchased through this web site. To return or exchange an item you may do so within 21 days* of the date of the signed for receipt date on Royal Mail tracking system if in the UK or 28 days from the date of dispatch overseas if the signed for receipt date is not available. ITEMS MUST REACH US WITHIN THE 21 DAY APPROVAL PERIOD (28 DAYS IF OVERSEAS IF THE SIGNED FOR RECEIPT IS NOT AVAILABLE). *Extended exchange policy for Christmas - Items bought as presents during the last 10 days of November (for example, from the 21st November 2014) to December 24th may be returned to reach us by January 14th for returns or exchanges.

The item you wish to return must not have its "no return" tag removed, or in the case of earrings be removed from their sealed wrapping, and must be in a saleable condition in its original, undamaged packaging with the original sales receipt or packing slip (please make copies for your records); we will consider the overall condition of the item being returned when making a refund. Refunds will not automatically include the cost of shipping the item to you or returning the items to us. In certain rare circumstances, refunds may be subject to administration charges. Any administration charge will never exceed 12. Refunds will be made by the same method that payment was received unless otherwise agreed in writing. If refunds are made by post, we reserve the right to deduct the cost of postage from the refunded amount. (This does not affect your statutory rights). Please see the specific reasons for return below. Gift vouchers may not be refunded.

How to return an item:
Please choose from the following reasons for returning items:

1. The item is not suitable
You can return the item for any reason within the approval period as long as you have not removed the "no return" tag or removed the items from the sealed wrapping, whichever is appropriate to the items purchased. You must complete the returns parts of the invoice sent out to you (please make copies for your records) and include it with your item(s) ensuring the package reaches us WITHIN 21 DAYS of dispatch to you. You must cover the postage for the return. We will either refund the full purchase price, excluding the cost of sending the item to you, or if you prefer, issue you with a credit by voucher for the website so you can buy anything else you would like (if you have not specified we will assume you want an exchange credit voucher). The rewards received for the purchase will be reversed on your account, but you will receive the points to compensate for your outgoing postage if you ask for a credit for the website to a maximum of the cost of the lowest UK special delivery rate applicable at the time of the refund. The credit and reward points will remain on your account until you use them. Please read the exceptions section below before returning your item(s)

2. The item is defective
If this is the case, please ensure that you return ONLY the defective items back to us as soon as possible. Please complete a returns part of your invoice (make copies for your records and read the exceptions section below.
a) For items received by us within 21 days of dispatch to you, we will replace them immediately and post them back to you free of charge or refund your purchase of those item(s) in full including any postage you may have paid. We will also compensate return postage up to a maximum of the value of the original outgoing postage you paid for the item when you purchased it (please include your postal receipt if the postage amount is not declared on the outside of the package). Please note that before any refunds are issued we reserve the right to fully inspect the returned items. As a gesture of goodwill, your reward points will remain on our system for future use if you choose a refund.
b) For items received outside the 21 day approval period but within 33 days of the original purchase date, we reserve the right to inspect the defects and issue a credit via voucher for our website including your return postage up to the value of the outgoing postage OR repair the item to merchantable quality and return items to you free of charge and compensate you for your return postage via a credit voucher for the website.
c) For items received after 33 days but within 90 days from the original date of purchase we reserve the right to inspect the defects and issue a credit voucher for our website for the amount paid for the item only which does not include outgoing post to you or your return postage to us OR repair the item to merchantable quality/replace the items as appropriate and return items to you free of charge.
d) For items received after 90 days from the original date of purchase we reserve the right to inspect the defects and issue a credit via voucher for our website for the amount paid for the item only which does not include outgoing post to you or your return postage to us OR repair the item(s) to merchantable quality/replace the items as appropriate. You must cover the cost of postage back to you unless specifically agreed in writing that we will cover the postage back to you. Please note our guarantees.

3. The item is not what I ordered
If this is the case, please ensure that you return ONLY the incorrect items back to us to reach us WITHIN THE 21 DAY APPROVAL PERIOD. Make sure you have not removed the "no return" tag or removed the items from the sealed wrapping, whichever is appropriate to the items purchased. You must complete the returns part of your invoice (please make copies for your records) which can be downloaded as directed above and include it with your item(s). Please read the exceptions section below.
a) For items received by us within the approval period, we will replace them as a priority as soon as possible and post them back to you free of charge or, if you choose, refund your purchase of those item(s) in full including any postage you may have paid. We will also compensate return postage up to a maximum of the value of the original outgoing postage you paid for the item when you purchased it (please include your postal receipt if the postage amount is not declared on the outside of the package). Please note that before any refunds are issued we reserve the right to fully inspect the returned items. As a gesture of goodwill, your reward points will remain on our system for future use if you choose a refund.
b) For items received outside of the approval period but within 33 days of the purchase date. We will not issue a refund but, assuming that the items are returned in merchatable condition with all original packaging, we will issue a credit for to the value of the item only by voucher for the website. Your return postage will not be compensated. You reward points will remain on our site as a gesture of goodwill to be used for future purchases.
c) For items received after 33 days of the original purchase date. You are advised to contact us before returning your item(s). We may issue a credit via gift voucher to the value of the item only under certain circumstances. Your return postage will not be compensated. Your reward points will remain on our site as a goodwill gesture to be used for future purchases. 4.

The item has been damaged or lost by the courier
These circumstances will likely result in an insurance claim. a) If the item has been damaged, please contact us and tell us of the situation letting us know the full details of the damage with photographs (we will let you have the email address to send photographs to). We will contact Royal Mail on your behalf and instigate a claim for insurance. Royal Mail will investigate the claim. Once we have the agreement of Royal Mail that insurance can be claimed, we will send out a replacement item for you. b) If the item is lost, please contact us immediately and let us know the circumstances. We will contact Royal Mail on your behalf and instigate a claim for insurance. Royal Mail will investigate the claim. Once we have the agreement of Royal Mail that insurance can be claimed, we will send out a replacement item for you. Damaged items must be returned to us

ANY RETURNS SENT WITHOUT THE RETURNS SECTION OF THE INVOICE COMPLETED OR ITEMS THAT DO NOT REACH US WITHIN THE 21 DAY APPROVAL PERIOD MAY NOT BE ACCEPTED. ITEMS THAT ARE NOT ACCEPTED AS RETURNS MAY INCUR ADMINISTRATION CHARGES AND POSTAL CHARGES FOR RETURN TO YOU (MAXIMUM ADMININSTRATION CHARGE IS 12). PLEASE CONTACT US IF THE ITEM YOU ARE RETURNING IS NOT DEFECTIVE AND IS OUTSIDE THE APPROVAL PERIOD.

Returns can be made via either of these options:

1. Returns by courier:
You must complete the returns part of your invoice remembering to include the reason for the return and whether you want a refund or a replacement/exchange item. You are responsible for the cost of return postage and we advise to send the returned item(s) to reach us within the 21 day approval period via insured carriage, preferably signed for, to:

RosaCharms.com
c/o Atelier
8 Stodman Street
Newark
UK
NG24 1AN

Any items lost/damaged in carriage are the responsibility of the sender and items will not normally be accepted by Atelier should they arrive in poor condition as a result of inadequate or damaged packaging. If sending the item back from overseas, please ensure you have completed the relevant section of the declaration by your shipping agent that deals with exemption of import duty on return items. We will not be held responsible for import duty on return items. Any charges we receive will be deducted from any refunds

2. Returns to the Atelier shop in Newark:
Simply take the completed returns sections of the invoice and the item you wish to return or exchange to the Atelier shop at 8 Stodman Street, Newark, UK and tell the sales assistant you bought it online.

Please note: We will refund the price of the item to the purchaser via the same payment method with which it was bought or exchange the product once it is received by us. A refund of the delivery charge will only be given in the instance of incorrect or faulty goods.

Exceptions:
With the exception of faulty merchandise, for hygiene and safety reasons we cannot exchange or accept the return of pierced jewellery items which have been removed from the sealed packaging. We also cannot accept the return of goods made to your specification such as personlised charms, etc.

Due to the nature of Vintage items, there will be a certain amount of wear. Whilst we take all reasonable measures to ensure that all Vintage items are of the highest possible quality, the purchasing of Vintage items from the website is entirely at the buyer's risk and there is no implied warranty unless specifically given in writing.

Please note the following:
All items whose "no return" tags are removed or have been removed from the sealed packaging are deemed to have been accepted under the inspection period allowed.
We reserve the right to repair, exchange or refund as deemed appropriate upon inspection of items returned due to manufacturing faults.
Due to the handmade nature of our stock, there may be some differences in certain items from the pictures shown, particularly where the items feature semi-precious gemstones or pearls. This is not a defect and will not be returnable as such. As far as possible we try to use the same batches for all items, however we reserve the right to change or withdraw items from stock without notice. Please note our terms and conditions and guarantees.

This notice does not affect your statutory rights.

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