Delivery and Returns

 

UK and INTERNATIONAL
DISPATCH and DELIVERY

DISPATCH
 
We endeavour to ship all orders (except custom and pre-orders) within 3-4 business days of purchase, via carriers Royal Mail (UK) and DHL Express (R.O.W). 

All of our packages require a signature upon receipt. 

Should you require delivery by a certain date, please do get in touch with us prior to placing an order, and we will do our best to help ensure you receive your item/s as per the timeframe requested. 

Once your order has been dispatched you will receive an email with your tracking number. Keep an eye out for this email, so you can track the delivery progress of your order. If you don't receive this email notification within 3-4 days of purchase please email us at customercare@thousandfibres.com.

DELIVERY

All products are sent via registered and recorded delivery and must be signed for, so please provide your daytime delivery address and a contact telephone number.  

Please also make sure that your shipping address is correct as we are unable to redirect any orders once they have been dispatched. Any orders that are returned due to an invalid address may be redelivered at your expense.  Any additional shipping costs are non refundable.

Once an order has been delivered to the correct shipping address, Thousand Fibres is not held responsible for any lost or stolen packages.

Occasionally we will run FREE DELIVERY promotions, please note that some remote territories are excluded from these offers - incurring instead a reduced shipping fee.
Please contact us for further information and details.
 

IMPORT DUTIES and TAXES

Please be aware that international orders may incur additional import custom duties and taxes.  These costs are not currently included in the item price or shipping costs.

International customers are responsible for the payment of any additional fees, customs, duties and taxes. To find out more, please contact your local customs office before placing your order as we cannot be held responsible for any delays or costs incurred by the customs department, or the carrier. 

USA orders over $800 are currently subject to import taxes. Please do consider this when purchasing - and feel free to contact us should you wish to split purchases into multiple deliveries to avoid import duties.

We are under no obligation to accept a return, nor issue a refund if you decline to pay these charges.  If the package is returned to Thousand Fibres you will forfeit the original shipping cost, and any incurred return charged may be deducted from your refund. 

If you have any concerns, please contact us before placing an order at customercare@thousandfibres.com, via Whatsapp, or our online Chat. 

When and where we offer free delivery promotions, the shipping costs will be covered, but the duties and taxes will remain your responsibility - unless otherwise clearly stated. 

RETURNS and REFUNDS

We know just how meaningful jewellery purchases can be - and we're happy to accept returns if you have changed your mind. Please note that contact for a return request must be received within 14 days of receipt of your order.  Products must be returned to us in perfect, unworn condition and with all original packaging in order for us to process a refund. Due to hygiene reasons we cannot except returns on earrings. 

Please note that we cannot exchange items unless faulty.
In which case, please inform our customer care team via email immediately upon receipt of the item, with details and photographs of the fault. 

All sale items are non refundable.
This includes flash sales, and any limited time promotions. 

INSTRUCTIONS FOR RETURNS

If you’d like to request a return, please email the customer care team at customercare@thousandfibres.com with your order number.

The returns address and further instructions will be provided to you. 

For all returns, except in circumstances where the item is damaged or faulty, it will be your responsibility to cover the cost of return of product to us. We cannot accept responsibility for any returns lost in transit so please ensure that they are posted tracked / signed for, and to keep hold of tracking details and receipts. 

Once we receive the product/s in their original condition with full packaging, we will confirm with you via email and a refund will then be processed. Please allow a minimum of 5 working days for a return of payment. The debit/ credit card/ Paypal account used to make the original purchase will be credited with the original price of goods. 

Please note that should the jewellery be returned to us broken or damaged (unless a manufacturing fault is the reason for return) we will not be liable to refund you.