We will do our best to keep ‘felt’ customers happy and endeavour to resolve any issues you might have with your order. Below you will find an outline of our general terms and conditions, tax information and returns procedure, and what to do when your item arrives damaged. We offer refunds, exchanges or gift vouchers for successfully returned items.
Our packaging consists of smart and reusable felt pouches which we send in recycled padded envelopes. This is not only a greener way but also saves our customers’ money, as we do not add the customary cost of expensive and unnecessary packaging to the retail price.
Our aim is to send out your item within 2 business days; however orders may be subject to security checks which can delay the processing of some orders. We send all our items via Standard Delivery within the UK and by insured delivery for overseas customers. For UK customers wishing a guaranteed Next Day Delivery (when ordered before 3pm) we provide this service at an extra cost. During the Christmas period delivery times may change due to the increased demand on the mail service. Please note that delivery times for overseas items are subject to the local mail service and we are unable to give delivery guarantees on such items. For details please refer to the table below.
Please note: the Post Office will only accept items on Friday, for delivery on a Saturday for an additional charge – so if you place an order on Friday for Saturday delivery, please call our shop to discuss arrangements. Otherwise it will be sent as standard “Next Business Day” for Monday delivery.
Standard Postal Services
|Rest of the world
|2-3 Business days
Additional postal services
|Rest of the world
|Next Business Day
We want to protect all our customers from online fraud and therefore reserve the rights to carry out security checks at certain times. For efficient and successful processing of such checks and a quicker dispatch time please make sure that the details provided are correct and up to date.
We reserve the right to cancel orders if any of the following occurs:
• One or more of the ordered items was listed at an incorrect price
• We do not deliver to the designated area
• A security check has proved inconclusive or was failed
• Our stock levels prove insufficient
In cases when we cancel an order we will send out an email notification and depending on circumstances we either give an option to reorder the item or will credit your account as soon as possible within 30 days. We are not under any obligation to offer any compensation for disappointment experienced due to a cancelled item.
If you change your mind about your purchase we can give you an online store voucher/credit, an exchange or refund. Any returns should be made within 14 days and customers will be responsible for the cost of return delivery. Where provided all felt packaging should be included in your return. Please email us as soon as possible with your return/exchange enquiry. Items bought online can be returned or exchanged in store, however the return must be prearranged via the online process. Returns outside the 14 day period may not be accepted. During the Christmas period we offer an extended return time – the deadline to return Christmas purchases ends 14th January. Our Christmas period starts on the 1st November and any purchases made before may not be considered for the Christmas returns. We advise you to send back the item via secure delivery as we do not take responsibility for missing items. Outlined below are the conditions and instances when a return is not possible:
– Items that have been worn or are in otherwise unsalable condition
– Items where the felt protective tags have been taken off
– Made to order items
– Custom made items – due to the exclusivity of customised pieces in most cases we may be unable to accept returns
– Gift Carts or Vouchers
In cases where items do not conform to the above, they will not be accepted and will be sent back to the customer. Refunds will be made back into the original account, or in the form that was initially used for the purchase, within 30 days of a successful return and will include the cost of the item and original shipping charges.
Please return your securely packed item to the following address:
53 Godfrey Street
London SW3 3SX
+44 (0)20 7349 8829
If your item turns out to be faulty we are more than happy to exchange (where applicable) or repair it for you at no extra cost. All items will be inspected upon return, and any item displaying damage deemed to be result of wear and tear or mishandling will not be accepted as faulty. Where possible items may be repaired but there will be a charge for this service which will also cover the cost of shipping. Please note there is a separate returns policy for vintage items.
Vintage pieces unlike new items are more fragile and prone to damage more easily therefore we underline the need to take care of these items with greater consideration. It is possible to return or exchange vintage jewellery, just like any other item, however we cannot give a guarantee on these items as they are second-hand. This means that the faulty items policy does not apply to vintage jewellery and we will only make an exchange/refund if the item arrives damaged (or is otherwise not as described) and therefore still has its protective tags in place.
Your order may be subject to import taxes, customs duties, and/or fees imposed by the destination country. These charges are typically due once the package arrives in the destination country.
The buyer is responsible for paying the additional costs such as duties, taxes, and customs clearance fees and may be required to pay these charges at the time of delivery.