Delivery and Returns

Packaging 
All of our jewellery is beautifully packaged in a cotton Kirsten Goss pouch and sturdy box accompanied by information cards. It is delivered using a fully insured, secure and swift courier service. All orders will require a signature on delivery.

 

Delivery

Depending on availability of the item ordered, we aim to dispatch within 10 working days of purchase.  Between Christmas and the New Year, any order placed will be delayed in production until the New Year as the studio is closed over this time.

Deliveries to Europe are charged at £10 and are dispatched via CMS Couriers.

Deliveries to central London are charged at £9 and are dispatched via CMS Couriers

Deliveries for the USA and the rest of the world are charged at £15 and are dispatched via Royal International Couriers using a swift and insured service relevant to the destination country.

If an order is returned to us due to the postal or courier service not being able to complete the delivery for any reason, the customer will be responsible for the repeat delivery costs.

If items are delivered damaged, such damage must be reported to Kirsten Goss by email (info@kirstengoss.com) within 48 hours of receipt for any claim for compensation to apply.


Returns  & refunds policy
Jewellery ordered from our website can be returned unworn and in its original packaging, accompanied within 7 calendar days of receipt for a full refund.

To log a return, please complete the form here and follow instructions emailed to you.

Please include as much information as possible when requesting a return; such as order number, date of purchase, reason for return etc.  

Return address:

Kirsten Goss Fine Design

C/O Marcus Baker

Room 606

Britannia House

11 Glenthorne Road

LONDON

W6 0LH

Please allow up to 4 weeks for your item to be returned to our workshop in South Africa for assessment, thereafter the refund will be processed if the item is in suitable condition.  Refunds for the value of the item returned only will be credited to the customer’s credit card within 30 days of receipt of the returned items. Delivery charges of the original order will not be refunded, nor will any customs duties and taxes accrued on orders outside of the UK.

We will not accept returns on any items of jewellery that have been worn, have had their security tags removed, or are not in their original packaging.
Bespoke, personalised or customized items cannot be returned or exchanged under any circumstances.

Kirsten Goss does not accept responsibility for any returned items not received.

Customers are advised to please inspect their purchases on receipt, before removing any tags or disposing of any packaging, and to please inform us of any breakages or defects via email (info@kirstengoss.com) within 48 hours of receipt of the items.

Faulty items will only be accepted by us if the items were delivered to the customer damaged, or if a manufacturing fault arises within 4 months of receipt. The faulty/damaged items will be inspected and assessed at the studio where an outcome will be decided on, taking fair wear and tear into account. After assessment, items may be repaired where repair is possible.

In the instance that a ring is ordered in the incorrect size, re-sizing the ring will incur a charge and in some instances, due to the type of setting and stone used, we cannot guarantee that the ring can be re-sized. Please be aware that re-sizing a ring is a significant exercise and the associated costs may be in excess of the original purchase price of the ring.

 

Repairs and replating

Please fill out the online form here if you have any pieces needing repair or replating.

Once you have completed your form and made payment you are welcome to return the item via post to the address listed below, including all your contact details and purchase information (order number, date of purchase etc).  A flat rate of £27.50 applies to all items returned for repair and replating, this includes all admin costs and return postage. 

Return address:

Kirsten Goss Fine Design

C/O Marcus Baker

Room 606

Britannia House

11 Glenthorne Road

LONDON

W6 0LH

Please allow 10-14 working days for your item to be attended to and returned.

Liability
If the items that you receive from us are not what you ordered or are damaged, we shall not have any liability to you the customer unless you notify us of the problem by email (
info@kirstengoss.com) within 7 working days of receipt of the items in question.

On confirmation of the delivery date from us, if you don't receive the items you ordered from us within this time frame (usually 10 working days) from placing the order, we shall have no liability to you unless you notify us by email or telephone of the problem. This must happen within 7 working days from the date of expected receipt of delivery as confirmed by us. If you notify us of the issue under this condition, we will be obliged to either:
- make good any shortage or non-delivery
- replace any damaged or defective items
- refund to you the amount paid by you for the items in question. This excludes the delivery charge.

We will not be liable to you for any indirect or consequential loss or damage of items purchased from us once the tags have been removed and the items have been worn.

We cannot be held responsible for any delays in delivery once the items have left us and are in possession of the courier service.