Frequently Asked Questions
When will my order ship?
I aim to ship every order within 2 working days. Because each item is handmade in my Edinburgh studio, this may take slightly longer on some occasions. If this will be the case, I will be in touch by email to advise an estimated despatch date.
Bespoke orders and special commissions take between 4-8 weeks. Any piece that is made-to-order is clearly labelled in the item description. If you need a bespoke order for a specific date, get in touch and I can do my best to accommodate.
How much is shipping?
UK shipping is free of charge.
Worldwide International shipping is charged at £5. Customers are responsible for any import duties, sales taxes or other import costs.
How will my order ship?
All UK orders are sent using 'Royal Mail Special Delivery'. This is a next working day, signed-for service. You will recieve a tracking number once your order is despatched to follow it's progress.
International orders are sent either by Royal Mail Airsure, or International Tracked and Signed.
How long will shipping take?
Once your item has been sent, the following times are an estimate of long your item will take to arrive.
UK: Next working day
Europe: Three to five working days
Rest of World: Five to seven working days
What is the return policy?
If you are not entirely happy with your purchase, you may return it within 14 days of receiving your order for exchange or refund. To be eligible for return, items must be unworn, in their original condition and packaging. Please inform Heather of your intention to return items by email as soon as possible.
When returning an item, please ensure that you package it securely and return via a tracked postal service. Returns are at the customers own risk and postage is at the expense of the customer.
Exemptions: Any items that have been commissioned, customised or personalised cannot be returned. Due to hygiene reasons, earrings cannot be returned.
Refunds will be made using the same method as the original payment within 30 days.
Do you gift wrap?
Every order comes in a branded Heather Woof Jewellery box. This is carefully wrapped in bubble wrap and a matt-black padded envelope for postage. Each order is sent with a hand-written thank you note alongside jewellery care details and business card. If you would like a special message included here, just send your request in the form at checkout. I am always happy to accomodate any specific gift wrapping requests.
How can I order a bespoke piece?
If you are interested in commissioning a bespoke piece, the first step would be to get in touch. Email email@example.com and Heather will be happy to guide you through the process.
Have another question?
Please get in touch!