Delivery & Returns
Delivery
Offsetting our emissions
We offer climate neutral worldwide shipping with DHL GoGreen who work with projects to offset the emissions from shipment transportation. This service is subsidised by us, so you don’t pay additional fees.
We use DHL GoGreen Express Shipping on all orders worldwide.
Tracking
Tracking information will be emailed upon order dispatch. If your order has not arrived after the time estimated at checkout, please first check the tracking link in your order dispatch email. and then if you require further assistance contact the studio at emma@emmaaitchison.com
Re-arranging delivery
We use an on demand delivery service, once the item has left our studio you'll be notified with all the shipping details. If you need to re-arrange the delivery you will have full access to do so by arranging this directly with DHL.
Import Duties and Taxes
Import duties and taxes are not the responsibility of Emma Aitchison and are to be paid by the customer if and where applicable.
If you are based in the EU please check our EU chart below for a rough idea of import costs to your country. Please only use this as a guide, it's best to check with your country to find the most up to date charges.
Estimated Shipping Times
The following shipping times are estimated and in addition to production lead time for each jewellery piece. Please check the product description for the production lead time and add this to the following estimated shipping time to gain a rough idea of when your jewellery will be delivered.
UK
1-2 days shipping time plus production time of jewellery.
EU
2-5 days shipping time plus production time of jewellery.
USA / Canada / South America
7-10 days shipping time plus production time of jewellery.
Asia
7-10 days shipping time plus production time of jewellery.
Australia / New Zealand
7-10 days shipping time plus production time of jewellery.
EU Customers
Due to the UK leaving the EU, all of our EU customers will now be charged an import tax based on your location and the local taxes that apply.
The biggest change is the extra charge, alongside our normal postage rates, for shipping from the UK to EU countries. Brexit Value Added Tax (aka VAT, sales tax, or GST) will now be charged to EU customers. This tax goes to the government of the country in which the order has been made. It is the sole responsibility of EU customers when we ship to you, and it will charged be at the normal rate of VAT in your country.
This tax will be collected by the courier before they deliver to you, they usually send an email with a bill for the VAT. Note that VAT is only charged as a percentage of the cost of the jewellery, and is not charged against shipping Our business is based in Bristol, UK.
We hope we can provide enough information to make this change easy for you.
Costs
We have created a guide for what charges you may expect. We have tried or best to take these from the most up to date sources we can find in January 2021, we cannot take any responsibility for any more recent changes made by the EU countries.
Please check with your government for the most up to date VAT rate or if your country is not mentioned in the table.
We hope this is helpful, if you have any questions at all please contact us enquiries@emmaaitchison.com and we will try our best to help.
| VAT Rate | Example Order Value |
VAT | |
|---|---|---|---|
| Austria/ France | 20% | £150 | £30.00 |
| Belgium / Ireland/ Netherlands/ Spain | 21% | £150 | £31.50 |
| Cyprus/ Germany | 19% | £150 | £28.50 |
| Denmark / Sweden | 25% | £150 | £37.50 |
| Finland / Greece | 24% | £150 | £36.00 |
| Italy | 22% | £150 | £33.00 |
| Luxembourg | 17% | £150 | £25.50 |
| Portugal | 23% | £150 | £34.50 |
Example of ordering a piece of our jewellery and shipping to the EU
1. Choose your item and take note of the price.
2. Head to our Delivery page to find your country you wish to deliver to and the expected amount of VAT you will be charged by your local courier.
3. f you are happy, you can checkout as usual. You will be charged our standard postage rate for EU parcels, which is £7.00.
4. Your order will be dispatched in the normal timeframe (see delivery notes on each product page).
5. Once your item has been received in your country, you should receive an email from your local courier. It is therefore extremely important that you input a current email address during the checkout process.
6. There will be an amount to pay to cover the import taxes. You will have a limited time to pay the fee before the item is returned (this will vary per country and will be detailed in the email you receive from your local courier).
7. Once paid they will release your item and deliver it to you.
Returns
We hope you will love your new piece of jewellery. With regret, returns are not available as everything is made to order. However, if you deem the item to be faulty on arrival, you must report this fault by sending an image of the piece to enquiries@emmaaitchison.com within 14 days of receiving the item.
If your item shows a fault after this time-period, please contact us with a full description and imagery of the fault. We reserve the right to refuse to process the return of any items which we do not deem to be faulty.
Bespoke Orders
Bespoke orders cannot be cancelled or changed once the deposit has been paid. You will not be refunded if you choose to cancel your order once it has been confirmed and production has started.
Sizing
If your item does not fit, please contact us for a re-sizing service. Due to each item being made to your order, shipping and labour will be charged at cost for this service. To avoid this we recommend you have your finger or wrist professionally sized, either at our studio or at a jewellers local to you. This is usually a free service.
Wear and Tear
Tarnishing
Silver and brass can patina and tarnish over time - this is a totally natural occurrence. It is very easy to polish your items at home, please visit our jewellery care page to learn how to best care for your jewellery. If you require a professional polish to remove deep scratches, we recommend using a local jeweller to avoid shipping costs, alternatively you can get in contact with us to arrange a professional polish. Shipping and labour will be charged at cost for this service.