Delivery information

At Rebecca Oxenham Jewellery each item is lovingly handmade in Hampshire, England. Some of the pieces available for purchase from the website are made specially to order, therefore we ask that you please be aware of our delivery times.

Delivery times are for in stock items only. Next day delivery is for working days only.

Our full delivery information can be found on our delivery page.

 

Packaging

Your order will be dispatched in unbranded recycled packaging.  Jewellery is supplied in a Rebecca Oxenham jewellery presentation box. All gift vouchers will be sent in a rigid envelope to help prevent damage whilst in transit.

 

Returns

If for any reason you are not completely satisfied with your online purchase and would like to return the item for a refund, please return the item to us within 28 days of receipt of your purchase.

Exempt from any refund are bespoke commissions, made to order items or jewellery altered on a customer request.

For items being returned we do not accept any responsibility for any items lost, stolen, or damaged in transit. These responsibilities are those of the customer.

 

International returns

When returning an item from overseas, please follow the above steps.

For all returns, we do not accept any responsibility for return postage costs, nor for any items lost, stolen, or damaged in transit. These responsibilities are those of the customer. Therefore, we strongly recommend using a secure and tracked service to return the goods.

Please take care if a customs declaration form is required and mark the goods as a 'Returned item'. This will ensure that no additional customs fees are incurred. In the instance that an item is incorrectly marked, and a customs fee is incurred, this may be passed onto the customer. This may also delay the returns process.

If you are at all uncertain about how to correctly fill in the customs form, then please speak with the relevant local customs or post department before returning the item. Alternatively, you can contact info@rebeccaoxenham.com for further assistance.

  

Exchanges

Unfortunately, we don't exchange products. However, you can return an unwanted item to us for a full refund and place a new order for an alternative item.

 

Please note

Returns received outside of the above stated timelines may only be accepted at our discretion.

Refunds will be issued within 14 days of receiving your return.

All refunds of undamaged and unworn products that have been correctly returned, will be credited to the customer via the original method of purchase.

Unwanted gifts and goods returned without a receipt may be exchanged for a credit note.

Please refer to our standard refund policy for items that are exempt from refund.

 

Returning faulty goods

In the rare event that goods are delivered faulty or damaged please contact info@rebeccaoxenham.com so we can arrange a replacement or a refund. If the package you receive is damaged or open, please do not accept the delivery and contact us immediately to arrange a replacement. Should this occur, we will cover additional delivery costs and re-arrange delivery of a new replacement item.

Faulty items will only be accepted for return if the goods have been delivered to the customer damaged, or if a manufacturing fault occurs within the 6 months after delivery. All items that are returned as faulty will be assessed by us, and any item displaying damage that is deemed to be a direct result of fair wear or accidental damage will not be accepted as faulty. We offer a repairs service for such items. There will be a small charge for this service to cover the cost of the repair along with any shipping costs incurred. 

 

Gift returns

If you have received an item as a gift and do not have a receipt, we will happily provide a credit note for the current item price. This can be used on our website against the purchase of a different item with the same or greater value.

Please note that the above terms still apply to all gift returns.

 

Online order cancellation

If you wish to cancel an order placed online at rebeccaoxenham.com please contact info@rebeccaoxenham.com.

Please note that once your order has been dispatched, we are unable to cancel it. Once you have received your order, you have 28 days to return the item to us. In this situation, please follow the return instructions.

The above does not affect your statutory rights.

 

Gift vouchers

Gift vouchers and online credit notes cannot be redeemed against the purchase of further gift vouchers. Gift vouchers are redeemable on items of the same or greater value. All gift vouchers are valid for 12 months from the date of purchase.

 

Late and lost deliveries

If your delivery has been delayed, then please contact us and we will provide you with the tracking number to enable you to locate it with Royal Mail.

We cannot refund or replace lost items until 20 working days after the date of dispatch (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. 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.

For 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. You can check the signature of the person that has signed for the parcel, by entering your tracking number on the Royal Mail website. 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.

We cannot be held responsible for goods that are lost or delayed in transit.

 

Prices

Goods are charged at the 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. If you are purchasing from outside the UK, currency exchange rates and credit card charges may make a difference to the amount billed on your credit or debit card.

We may from time to time offer promotional discount codes (either directly or via third parties). These codes may only be applied to purchases of full-price items and cannot be used in conjunction with any other offers or discounts.

 

Feedback and complaints

We always welcome feedback from our customers as it enables us to improve our service. If we should receive a complaint about any part of our service, by phone, email or letter, then it will be dealt with promptly. Please contact us here.

 

Privacy policy

You acknowledge and agree to be bound by the terms of our Privacy Policy.

 

Environment and ethical policy
As a brand inspired by nature, Rebecca Oxenham tries to protect our environment as much as possible, and we would hate to do anything we didn’t think was ethical. For further information, please see our sustainability page.

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Online security

We do not store financial information like credit or debit card numbers on this site. All transactions are handled by a secure online independent payment service provider.

 

Subscription to our newsletter

If you are a newsletter subscriber then you can update your subscription preferences or completely unsubscribe by following the links at the bottom of any of our newsletters.

 

Rebecca Oxenham is not a VAT registered company