Service as It Should Be

At karyn johnstone JEWELLERY, we want to give our customers the most enjoyable shopping experience, one that will keep them coming back to our store time and time again. That’s why we believe that our store policies should be fair, clear and transparent. Below you’ll find a list of all our policies. If you can’t find the information you’re looking for - please don’t hesitate to contact us today!

Postage & Packaging

We use Royal Mail 'Special Delivery' service for UK - Please be aware that deliveries will require a signature.

Customised pieces of jewellery are especially handmade for you, please allow possible 5-10 working days from placing your order to receipt of your jewellery.

If you need a piece urgently or for a specific date, please contact us and we will do our best to accommodate you.

Once you place an order with us, we will send you an email to let you know we've received it, and the day we send it out we will email you again so you can look out for the post.

Any import duties, sales taxes or other import costs incurred at the point of entry into the destination are the responsibility of the customer.

We are not liable for damage incurred to goods in transit or for non-delivery. You will become the owner of the goods you have ordered once they have been dispatched to you. Once goods have been delivered to you they will be held at your own risk and we will not be liable for their loss or destruction.

Payment & Ordering Online
Your shopping experience on this website is safe, simple and secure, using PayPal.

Ordering online with us is safe and secure. We do not hold any of your credit card details and we take all reasonable care to make our website 100% secure.

All orders are subject to availability and confirmation of the order price. We reserve the right not to accept your order for any reason whatsoever including but not limited to payment problems and product availability.

Pricing & Availability
Goods are charged at price shown on the product pages on the date the customer places the order. If we discover an error in the price of any goods which you have ordered we will inform you of this as soon as possible and give you the option of reconfirming your order at the correct price or cancelling it. Otherwise, in the case of any unexpected change in price, you will be informed and asked if you wish to reconsider your order before processing. All prices are stated in British Pounds Sterling (£GBP).

Customised pieces are handmade for you once we receive your order, if there is a delay due to gem or material availability we will let you know the expected timings by email and reconfirm your order.

Returns Policy
We want you to be happy with your purchases as we pride ourselves on excellent quality and service. If you are for any reason not entirely satisfied with your purchase we are happy to offer a 14 day full refund and exchange policy.
Please note: All items to be returned must be carefully re-packaged in their original packing and be in an unworn condition. We will not exchange goods that have been worn, do not have their original packaging or show signs of abuse. In this instance the goods will be returned to the buyer at their own cost.

Exemptions from our refund policy include: especially commissioned bespoke jewellery, earrings (due to hygiene reasons), and any jewellery which was customised to your request (chain length, sizing, different gemstones etc).

The return is your responsibility until it reaches us. For your own protection, we recommend that you send the parcel using a delivery service that insures you for the value of the goods. We cannot be held responsible for returns that are lost in transit (Royal Mail Special Delivery can be used).

If you are returning an item to us for a refund or an exchange, the cost of returning the item to us is your responsibility. Your original postage costs will not be refunded unless the item was sent in error or is faulty (providing we are notified of faults within 7 days of receipt), nor will we refund any duties payable on orders outside of the EU.

To arrange a return please email karynjohnstone@sky.com quoting your name, address, details of the product, the reason for the return and whether you require a refund or replacement.

In the interests of fraud prevention, your refund will be issued by the same method that you paid within 28 days of receipt of return.

All jewellery is packaged securely.

Please be assured the satisfaction of our customers is of paramount importance to us and we try to ensure every piece sent out reaches you in perfect condition.

Customised jewellery is handmade for you, there might be slight differences in each piece so the image you opt to buy on the website might vary slightly from the piece you purchase. We try to stay as close to the originals as possible, and believe any variations only add to the piece's uniqueness and hand-crafted appeal.

You must be aware that all sizes and measurements are only approximate and the colours shown on the website will depend on your computer display settings etc.

Late & Lost Deliveries
You are responsible for ensuring that your personal details you provide at payment including delivery address are correct and the most recent.

If your delivery has been delayed, then please contact us and we will provide you with the tracking number to enable you to chase it up with the Royal Mail.

We cannot refund or replace lost items until 20 working days after the date of dispatch (30 days for international items) - this is when the Royal Mail classes items as being lost.

International delivery - When items are sent to another country, your parcel is often handled by more than one postal service. Unfortunately that means delivery problems are more likely. When we send a parcel abroad, the actual delivery of the item will be the responsibility of the postal service in the country the items are going to. Delays can often be caused by customs checks, which can sometimes take up to 1-2 weeks.

Items not received but tracked as being delivered - This often happens when items are delivered to places of work. In some cases, your item might have been delivered to a colleague or post room within your company and someone else will have signed for it. In these cases for a small charge, you can request a proof of delivery certificate from Royal Mail (www.royalmail.com) by filling in a signature request form. Please note that we do not refund or replace items that are tracked as being delivered. For this reason, we always recommend that you get items delivered to your home address.

If your order is returned to us because the courier or postal service could not complete the delivery to you for whatever reason, then you will be responsible for the repeat delivery costs.

Privacy Statement
We use the information we collect to ensure your order is processed smoothly. We are committed to protecting the privacy of those using our site and keep all personal details confidential. We do not sell any private information to third parties as discretion and privacy are very important to us. 

Our site has security measures in place to protect the loss, misuse and alteration of the information under our control. All data is protected using the most advanced methods available. We do not store financial information on this site.

Intellectual Property Rights
Your use of the website and its contents grants no rights to you in relation to any copyright, designs, trademarks and any other intellectual property and material rights relating to the content, including software and other code contained in this website. All such content on this site are protected by intellectual property laws and reproduction or distribution of content is prohibited unless prior permission has been sought from us.

Content is defined as any products, images, graphics, photographs, music, video or text. The website is for your personal non-commercial use only.

Events beyond our control
We will not be in breach of the Terms or otherwise liable for any delay in performance if to the extent that any delay or failure is due to circumstances beyond our reasonable control including, without limitation, strikes, industrial disputes, breakdown of systems or network access, flood, fire, theft, explosion or accident.

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