Weāll always try to give you the best value for money on postage and will do our very best to get your item to you safely.
WeĀ aim to ship orders withinĀ 2 working days of orderingĀ but it may be longer during busy periods so please do bear with us!Ā
Please note: Selecting the Royal Mail 24 or 48 service does not guarantee 24 or 48 hour delivery, this is purely selecting the shipping service. If your order is urgent, please selectĀ the correct shipping rate then drop us a mail at hello@splendette.com so we know to prioritise shipping for you. Orders placed before 1pm can be shipped that day.
We ship orders from Monday to Friday,Ā 9am to 2:30pm.
If an item on your order is out of stock, we'll always try and email you to discuss a replacement but at busy times, we may need to just refund the missing item without offering a swap, sorry!
Standard delivery costs are:
UK
-
Royal Mail 24 Ā£4.50- free shipping on orders over Ā£50. Please note, no tracking is available on this service, only proof of delivery.
- Royal Mail 48 Ā£3.50- free shipping on orders over Ā£50. Please note, no tracking is available on this service, only proof of delivery.
EU
- Royal Mail Tracked Ā£9.95- free shipping on orders over Ā£80. Please check exchange rates to ensure you're spending over this threshold.
- DHL European Shipping Ā£20 on all orders.
- EU orders below ā¬150Ā are now handled with IOSS which means we will collect VAT at checkout and orders should no longer be subject to customs processing fees.
- EU orders overĀ ā¬150 will be subject to VAT payments and customs fees at the border.
- Any EU orders returned to us as unclaimed will have the goods refunded but shipping will not be refunded.
Rest of World
- Royal Mail Tracked (where available) Ā£10.95- free shipping on orders over Ā£100. Please check exchange rates to ensure you're spending over this threshold.
- DHL Rest of World Shipping Ā£30 on all orders.Ā
USA
- Royal Mail Tracked Ā£11.50- free shipping on orders over Ā£100. Please check exchange rates to ensure you're spending over this threshold.
- All duty is included so once you've checked out, you can just relax and wait for your order to arrive!
If you have any special mailing requests, please get in touch via ourĀ contact page but please ensure you contact us prior to ordering.
Other international buyersĀ are responsible for any dutyĀ fees incurred.
We cannot combine shipping on two separate orders but we can add items to an existing order.
Returns
While we hope youāre overjoyed with your Splendette purchases, we also understand that life aināt perfect.
If your item is an exchange or return due to the items being unsuitable, please go to your account and request the return there within 21 days of receiving your order. Once you have had a return approved via your account, simply ship the unworn items with their packaging intact back to us within 1 week of the return being approved.
If you're requesting a return via your account page, please write Exchange in the notes area of the return, underneath the reason drop down. Please also list the item you'd like instead. If that section is blank, we will assume you'd like a refund.
Both routes give you the same 28-day window from receipt to return, the account method just asks you to notify us first within 21 days.
Alternatively, you can complete your returns slip and return your unworn items with their packaging intact to the returns address at the bottom of this page within 28 days. Any orders returned outside of this window without prior agreement will be disposed of and not refunded.
Unfortunately, earrings cannot be returned for hygiene reasons. Returned earrings will be disposed of and not refunded.
For any faulty or damaged items, please send us an email atĀ hello@splendette.comĀ with some details on the issue so we can advise the best course of action. You may not need to return your items. Please get in touch within 7 days of receiving your parcel.
We cannot cover the postage cost of returning items. Any fees incurred by us will be deducted from the refunded amount so please ensure any international returns are clearly listed as returned goods. Postage will not be refunded on items that have been returned to us by the postal service.
Any exchange items will be sent by us, free of charge.
Refunds and exchanges may take up to 5 business days to process. Shopify will only send you the refund notification email once they've processed the refund.
Some items may be shaken during transit, meaning items like earrings could arrive with jump rings separated. This is not considered to be a fault as the issue can easily be resolved by rejoining the rings.
We allow a 1.5mm tolerance smaller or larger on the size of bangles.Ā Accepted bangle measurements are:
Maiden 5.65 - 5.95cm
Classic 6.35 - 6.65cm
Duchess 7.35 - 7.65cm
Bangles within this tolerance are not considered faulty.
Cancellations
We hope you donāt ever need to cancel your order but we get that things change so weāre happy to cancel any order, if needed. We can do this provided you havenāt yet received your āOrder Completeā email as this mail means your order has already shipped.
If you do need to cancel your order after payment, please drop us an email onĀ hello@splendette.comĀ as soon as you can, and weāll be more than happy to reverse your payment. If your order has already shipped, Iām afraid weāll need to treat it as a regular refund.
Faulty Items
We do our very best to ensure that your Splendette items are of the best quality but if you do encounter any issues, please contact us onĀ hello@splendette.com with a photo of the issue so we can figure out the best thing to do for you. We are more than happy to replace or refund faulty items.
Please do not use the Shopify returns option for faulty or damaged goods.
We canāt offer refunds on any postage but are more than happy to do so on goods.
Missing Items
We will always do our very best to help you locate any missing items.
If a UK shipment is taking longer than expected to be delivered, Royal Mail will only consider it missing 10 business days after the due delivery date so, for a Royal Mail 48 parcel, that's 13 business days from the shipping date, which is just over 2.5 weeks. If your parcel still hasn't arrived after this time, please let us know and we'll chase it up with Royal Mail.
If an international shipment is taking longer than expected or hasn't moved for a number of days, please let us know and we will raise an international tracking query on your behalf. Royal Mail will only consider the parcel missing 20 business days after the due delivery date. Expected shipping times are 3-5 business days for Europe and 5-7 business days for the rest of the world.
If any shipment is missing but showing as delivered, we will require the customer's help to chase it up with the postal service at their end as the customer has the best knowledge of the local area and postal service. We will ask you to contact the mail service at your end for any information they can provide. We will not issue any refunds or replacements until all other avenues of locating the shipment have been exhausted.
