Shipping & Returns

Dispatch times

• Ready-made talismans are dispatched within 2 working days of your order.
• Channelled Commissions take 10 to 14 days to make, and are then dispatched.

Working days are Monday to Friday, excluding UK bank holidays. We'll email you when your parcel is on its way, with a tracking link.

Delivery prices and times

All parcels are sent tracked with [Shipping carrier] or another trusted carrier. Prices are in pounds sterling; free delivery is based on the value of your order in GBP, before any delivery charge.

Delivery times are estimates. Customs checks, public holidays and busy seasons can add a few days, especially for international parcels.

Please check your address carefully at checkout. If a parcel comes back to us because of an incorrect or incomplete address, we'll happily send it again, but we may ask you to cover the new delivery charge.

Customs, duties and taxes

For orders delivered outside the United Kingdom, your parcel may be charged import duties, import VAT or sales tax, and a carrier handling fee when it arrives in your country. Unless we clearly say otherwise at checkout, you are the importer of record and these charges are payable by you. They are not included in our prices or delivery charges, and we can't predict them exactly.

We complete every customs declaration accurately, with the true value and description of your piece. We can't mark parcels as gifts or declare a lower value.

If you refuse a parcel or don't pay the charges, it will usually be returned to us, and we will refund you as described in our Terms of Sale.

Lost, late or damaged parcels

Your parcel is our responsibility until it reaches you.

• Late or lost: if your tracking hasn't updated for [10] working days (UK) or [15] working days (international), or your parcel hasn't arrived by the end of its estimated time, please email us. We'll look into it with the carrier. If it's confirmed lost, we'll give you a full refund, including delivery. Because each piece is one of a kind, we can't send an identical replacement, but we're happy to help you choose another.
• Damaged: if your parcel or talisman arrives damaged, please email us as soon as you can with your order number and photos of the piece and the packaging. Please keep the packaging, as the carrier may need it. We'll arrange a repair or a full refund, and cover the cost of the return.
• If tracking shows your parcel as delivered but you can't find it, check with neighbours and your local delivery office, then contact us and we'll help.

How to return

You can return a ready-made talisman within 30 days of receiving it, for any reason. This is more generous than the 14 days the law requires. (Channelled Commissions are personalised, so they can only be returned if faulty; see below.)

1. Email us within 30 days of receiving your piece at [hello@yourdomain.com], with your order number and the item you'd like to return.
2. We'll reply with the return address, [Returns address].
3. Pack your talisman unworn, in its original packaging, so it's well protected.
4. Send it within 14 days of emailing us. We recommend a tracked and insured service, as the parcel is your responsibility until it reaches us. Keep your proof of postage.

Return postage is paid by you, unless the item is faulty or not as described.

Because every piece is unique, we don't offer exchanges. Simply return your piece for a refund and place a new order for the one you'd love.

Refunds

• We refund you within 14 days of receiving your return, or of you showing us proof that you've sent it, whichever is sooner.
• Your refund includes the item price and, if you return your whole order, the standard delivery charge you paid.
• We refund to your original payment method. Your bank or PayPal may take a few days to show it.
• If a piece comes back worn or handled more than needed to see it, and has lost value as a result, we may reduce the refund to reflect this, as the law allows.
• We can't refund import duties or taxes charged by your country's customs, but you may be able to reclaim them from your customs authority or carrier.

Full details of your cancellation rights, including a model cancellation form, are in our Terms of Sale.

Faulty items and commissions

If any piece, including a Channelled Commission, is faulty or not as described, please email us with your order number and a photo. We'll pay for the return and offer a repair or full refund, in line with your rights under the Consumer Rights Act 2015 and your local law. These rights are not affected by our returns policy.

Natural features of the stones, such as inclusions and slight colour differences, are part of each piece's character and are not faults.