Delivery and Returns

Packaging and Delivery
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 service. All orders will require a signature on delivery.

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

Deliveries within the UK are charged at £7.50 and all orders are dispatched using Royal Mail Special Delivery next day service. Delivery times and conditions are subject to Royal Mail Special Delivery stipulations, which can be viewed here http://www2.royalmail.com/delivery/business-delivery-options-uk/special-delivery-next-day

Deliveries to Europe are charged at £10 and are dispatched using Royal Mail Airsure.

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

a courier service is also available on request for London orders. A flat fee of £20 is charged for use of this service, please contact us directly to make use of this service.

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.

depending on availability of the item ordered, we aim to dispatch within 10 working days of purchase. If the item is readily available and in stock at our London store we will dispatch it on the following working day. If it is an item that is not in stock and needs to made from scratch, it will be dispatched within 10 working days from the day the order was placed. 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.

Returns Policy
Any items of jewellery ordered from our website can be returned unworn and in its original packaging, accompanied by completed returns form, within 7 calendar days of receipt for a full refund. Please notify us within this time frame to receive a returns authorization number to include with your returned items.

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 or customized items cannot be returned or exchanged under any circumstances.

Within the UK, all jewellery must be returned via Royal Mail Special Delivery, at the expense of the customer. For the rest of the world, all orders must be returned via an insured and tracked delivery service at the expense of the customer. We will not accept responsibility for the non-arrival of returned items that were sent by any means other than those stated above.

Delivery charges of the original order will not be refunded, nor will any customs duties and taxes accrued on orders outside of the UK.

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.

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.

If a fault occurs with our signature 'lifesaver' clasp, we offer a trade-in service. Any fault occurring within a year of purchase, the clasp will be replaced free of charge; any fault occurring more than a year after purchase will incur a trade-in charge of £20 or equivalent currency conversion at the time of trade-in.

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.

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  Royal Mail or other applicable courier.