Delivery, Returns & Refunds

Delivery Information

As jewellery manufacturers, some of our designs are individually produced or finished to order. Manufacturing and delivery times may therefore vary depending on the design, availability of materials and hallmarking requirements.

Estimated delivery times will be provided during the ordering process or confirmed in subsequent correspondence.

Once your jewellery has been dispatched, we will provide dispatch confirmation and tracking information where available.

If we anticipate a significant delay, we will contact you to discuss the available options and your applicable cancellation rights.

Our 30-Day Returns Guarantee

We want you to love your Lady Lynsey jewellery. If you are not completely satisfied with an eligible standard jewellery purchase, we offer a 30-day money-back guarantee.

You may request a return within 30 days of receiving your jewellery, provided that:

• The jewellery is unworn, apart from reasonable inspection or trying on.
• The jewellery is returned in its original condition.
• The original packaging and any accompanying documentation are included where reasonably possible.
• The item is not excluded from change-of-mind returns because it was made to your individual specifications or clearly personalised.

You may request a refund or discuss an exchange for an alternative design. If you wish to exchange your jewellery for a more or less expensive item, please contact us so we can explain any price difference.

Bespoke & Personalised Jewellery

Jewellery created specifically to your individual requirements is a special and personal purchase.

Bespoke jewellery made to your specifications, or jewellery that is clearly personalised, is generally excluded from change-of-mind cancellation and return rights.

Our standard 30-day money-back guarantee does not apply to these bespoke or personalised orders.

We will explain the design, approval and production process before proceeding with your bespoke commission.

This exclusion does not affect your statutory rights if the jewellery is faulty, not as described or does not meet applicable legal requirements.

CAD Design Fees & Cancellations

For bespoke commissions, we may prepare a Computer-Aided Design (CAD) to help you visualise your jewellery before production.

Our CAD design service is charged at £50.00 and includes up to two design revisions.

This payment also acts as a deposit towards the total cost of your jewellery. If you proceed to production, the £50.00 is deducted from the final amount payable.

Additional CAD revisions are charged at £25.00 each.

An optional 3D printed resin model is available for £25.00, allowing you to assess the design and proportions before casting.

If You Decide Not to Proceed

Where you decide not to proceed with your bespoke jewellery after the CAD design service has been carried out, the applicable design service fee will not normally be refunded, subject to your statutory rights.

The optional resin model fee is also non-refundable once the agreed model service has been completed, subject to your statutory rights.

Where statutory cancellation rights apply to a separately purchased design service, we will honour those rights. If you expressly request that work begins during the cancellation period, any payment due for work already carried out will be determined in accordance with applicable consumer law.

Cancelling an Order

If you wish to cancel an order, please contact us as soon as possible.

For most standard jewellery purchased online, you have a statutory right to cancel within 14 days after receiving your goods, subject to applicable exceptions.

You may also be eligible for our extended 30-day returns guarantee described above.

If your order has already been dispatched, we will explain the appropriate return arrangements.

Different cancellation arrangements may apply to bespoke or personalised jewellery and to design services already undertaken.

Online Customer Returns Portal

For your convenience, customers who have registered an online account with Lady Lynsey Jewellery Designs can access our online customer portal to manage their return requests.

Simply log in to your account and navigate to your order history, where you can access the available returns options for your purchase.

If you placed your order as a guest or do not have a registered account, you can still request a return by contacting us directly. Our team will be happy to assist you.

How to Return Your Jewellery

If you have a registered online account, you can submit your return request through our customer portal by logging into your account and accessing your order history.

Alternatively, if you placed your order as a guest or would prefer to contact us directly, please email info@ladylynsey.co.uk with your order details.

You do not need to give a reason when exercising your statutory right to cancel an eligible online purchase.

We recommend including a covering letter with your name, order number and contact information so that we can identify your return promptly.

Please package the jewellery securely and return it using Royal Mail Special Delivery or an equivalent tracked and appropriately insured service.

For a statutory cancellation, goods should normally be sent back within 14 days after you notify us of your decision to cancel.

For ordinary change-of-mind returns, you are responsible for return postage costs where these have been properly disclosed.

Please contact us before returning faulty or incorrect goods so we can arrange an appropriate solution.

Our Returns Address

We recommend retaining your proof of postage and tracking details until your return has been processed.

Refunds & Exchanges

Once your returned jewellery has been received and assessed, we will arrange any refund or exchange due under our returns guarantee or applicable law.

Refunds will normally be issued to the original payment method used for your purchase, unless otherwise agreed.

For statutory cancellations, refunds will be made within the timescales required by law.

We may wait until we receive the returned goods or evidence that they have been sent back, where permitted.

Where required by law, the refund will also include the applicable standard outbound delivery charge.

Additional charges for enhanced delivery services may not be refundable.

If you paid using Klarna or another third-party payment provider, the refund will be processed through the relevant payment arrangements.

If you would prefer an exchange, please contact us to discuss the available designs and any difference in price.

Damaged or Faulty Jewellery

We take great care in manufacturing and checking our jewellery before dispatch.

However, if your jewellery arrives damaged or develops a fault, please contact us so we can investigate and advise on the next steps.

Where possible, we ask customers to report damage noticed on delivery within 48 hours, together with photographs of the item and packaging.

This helps us resolve delivery-related issues quickly, but reporting a problem after 48 hours does not remove your statutory rights.

Depending on the circumstances, we may arrange an inspection, repair, replacement or refund in accordance with applicable consumer legislation.

Our jewellery also carries a 12-month manufacturer's guarantee covering manufacturing defects. This is separate from your statutory rights.

If your jewellery has suffered accidental damage or a non-manufacturing fault, please contact us to discuss possible repair options.

Missing or Incorrect Items

If an item is missing from your order, or you have received jewellery that differs from what you ordered, please contact us as soon as possible.

We will investigate the issue and arrange an appropriate solution, which may include supplying the correct item or providing a refund where required.

We aim to resolve these situations promptly and with as little inconvenience to you as possible.

Delayed or Lost Deliveries

We take care to ensure that your jewellery is packaged securely and dispatched using an appropriate delivery service.

Occasionally, deliveries may be delayed or experience difficulties while in transit.

If your order has not arrived when expected, please contact us with your order number.

We will investigate with the delivery provider and work towards an appropriate resolution.

Your statutory rights relating to delivery remain unaffected.

Your Statutory Rights

Our Delivery, Returns & Refunds Policy is provided in addition to your statutory consumer rights.

Nothing in this policy limits or excludes your rights under applicable UK consumer legislation, including the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.

For independent guidance on consumer rights, please visit Citizens Advice .