As well as strictly adhering to all relevant UK government guidelines regarding COVID-19, we have also limited our send-out service to once per week - for both UK and International deliveries. If you have already placed an order, please be assured that it is on its way. And if you wish to place an order and require it by a certain date, please do get in touch and we will do all we can to get it to you on time.
Thank you for your continued support and understanding.
UK and INTERNATIONAL
DISPATCH and DELIVERY
Europe - £15.00
Shipping prices, dates and times for international orders will vary. You will find more accurate country-specific information at Checkout
All orders (except custom orders) are shipped within 1-2 business days of purchase. And are delivered via carriers Royal Mail (UK) and DHL (R.O.W).
All of our packages are covered by insurance and 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 24 hours of purchase please email us at firstname.lastname@example.org
All products are sent via registered and recorded delivery and must be signed for, so please ensure that you provide your daytime delivery address and a contact 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 are not held responsible for any lost or stolen packages.
IMPORT DUTIES and TAXES
Please be aware that international orders may incur additional import custom duties and taxes. These costs are not 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 caused by the customs department, or the carrier.
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 stated.
RETURNS and REFUNDS
We will be happy to offer a refund within 7 days of purchase. Products must be returned to us in perfect condition and with all original packaging in order for us to process a refund.
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 limited time promotions.
INSTRUCTIONS FOR RETURNS
If you’d like to request a return form, please email the customer care team at email@example.com with your order number. You will be sent a returns form via email. Simply complete the form and enclose it together with the item (plus jewellery box) in secure packaging. 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.
The returns address will be provided to you by our customer care team.
Once we receive the product/s, in their original condition and packaging, we will confirm with you via email that they have been received and a refund will then be processed. Please allow a minimum of 3-5 working days for a return of payment. The debit/credit card or Paypal account used to make the original purchase will be credited with the original price of goods.
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 do ensure that they are posted tracked / signed for.