DELIVERY INFORMATION:

Delivery within the UK - £6 per order,not per item. (This is for Special Delivery to ensure insurance in transit).

International delivery - £6 per order for signed for. Any additional insurance or coverage is available on request.

Everything is hand made in the UK to order so delivery is between 3-4 weeks. Early delivery is available on request.

All payments must be cleared prior to shipping.


COMMISSIONS, REFUNDS AND RETURNS:

On commissioning a piece of jewellery a deposit of 50% is required as confirmation of the agreement between both parties. This deposit is non-refundable.

Once the commission is complete an invoice will be posted to you and the balance due must be paid within 15 days from the date of invoice. Failing to do so, a daily charge of 5% interest will be added to the balance. Payment must be paid in full within 14 days of this clause or your deposit will be forfeited and the commission will be sold to cover costs.

The amount due must be paid in full by cash on collection or by cheque 5 days prior to postage or collection.

All of commissioned jewellery is hand made to order, so we are unable to offer refunds for these items, unless there is a fault.

For hygiene reasons, we are not able to accept returns on earrings unless they are faulty.

Prior to ordering a ring it is the customer's responsibility to determine the right size. A ring ordered in the incorrect size can be re-sized, but this will be subject to a charge.

If you should receive a faulty or damaged item, please notify us within seven days.

To arrange a return, or if the item you received is faulty or is not what you originally ordered, please email nathalie@nathaliemelville.co.uk quoting your name and address, details of the product, the reason for return and whether you require a refund or replacement. We will then advise on how to proceed with the return.

The item 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.

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 you received was sent in error or is faulty (providing we are notified of faults within 7 days of receipt).

All products to be returned must be carefully repackaged 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 obvious signs of abuse. In this instance, the goods will be returned to the buyer at their own cost.

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

Purchases made from stockists must be returned directly to the place of purchase (they will have their own returns policy- please ensure to enquire at time of purchase).


LOST AND LATE DELIVERIES

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 despatch (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 frequently happens when items are delivered to places of work. In some cases, your item might have been delivered to a post room or colleague 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 the 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.
Nathalie Melville cannot be held responsible for goods that are lost or delayed in transit.


PRICES

Goods are charged at price shown on the product pages on the date the customer places the order. Orders will be processed at our published prices, otherwise, in the case of any unexpected change in price, you will be informed and asked if you wish to reconsider your order before proceeding. All prices are stated in British Pounds Sterling (£ GBP).