FAQ’s

How will I know my order has been accepted and is being processed?

All orders placed on the Daniella Draper Jewellery website are confirmed with an email and if relevant, with a telephone call. All orders placed on the website are subject to acceptance and availability, we reserve the right to decline any order.  Payment must be accepted and the billing address verified before we can dispatch any item.

Please note that should your first order request a different delivery address to the card billing address, a delay may occur whist we confirm these details with you.

Can I cancel or make amendments to my order?

Stamped or personlised orders cannot be cancelled or amended. If you need to amend any other items, please contact us to see if we can help with your request, this cannot be guaranteed. Unfortunately once an item has been marked as processing,  we cannot cancel or amend the order.

How will my order be packaged?

All items will be sent to you in a soft pouch and Daniella Draper branded gift box.

Whilst we make every effort to ensure your item is presented to you at a high standard, we cannot be held responsible for the condition in which you receive the package.

When will my order be dispatched?

As all orders are made to order, we aim to dispatch between 3-5 working days from you placing order date. Should you need an item for a certain date or special occasion please contact us to discuss your requirements further.

When will my order be delivered?

For U.K. deliveries we attempt to deliver within 7 working days, as all items are made to order this may be longer.  For all other countries outside the UK we attempt a delivery date within 3 weeks from the order date.  Should you need an item for a certain date please contact us to discuss your requirements further.

How will my order be sent?

We use Royal Mail signed for delivery for all UK deliveries, all packages are covered by Royal Mail insurance and will need to be signed for on receipt. If there is no-one in at the nominated delivery address Royal Mail may deliver to a close neighbour or attempt to re-deliver the next working day, in both instances a calling card with further instructions will be left by Royal Mail. You will be responsible for retrieving the undelivered parcels or arranging a further redelivery.

All non U.K. deliveries are sent via Royal Mail International Air Sure, where applicable, for a list of countries that this covers please visit the Royal Mail website here. Air Sure tracks your parcel throughout its journey, until it reaches the destination.  All other countries where this service is not available, we will send your order via Royal Mail International Signed For.  This service tracks the parcel up until the point where it leaves the U.K. however the parcel is not tracked enroute to the required destination. For all orders that are shipped outside the U.K.  we complete the relevant customs declaration forms, however we cannot be held responsible for delays to delivery for items held up in customs.  All services require a signature at their destination and are covered by Royal Mail insurance.

Will I be charged additional customs and import taxes?

Should you live in a destination that charges customs or import duties, these will be charged once the parcel reaches its destination country. The recipient of the parcel must pay for these charges, unfortunately we cannot advise on these prices as customs policies and import duties vary widely from country to country.  We would recommend seeking further advise for from your local customs office before placing an order.

What should I do if my order is delayed?

If your delivery has been delayed, please contact us and we will provide you with the tracking number to track your item with Royal Mail.   Items are not to be considered to be lost by Royal Mail until 20 working days after the date of dispatch for items delivered within the UK and 30 working days for international items.  We cannot replace any items that have not been received, but marked as delivered. If an item is lost, or damaged the claim for compensation must be filed with Royal Mail, unfortunately we cannot be held responsible for goods that are delayed or lost in transit.

My item was received damaged or faulty, what should I do?

Whilst we make every effort to ensure your item is presented to you at a high standard, we cannot be held responsible for the condition in which you receive the package.  If the items inside appear to be damaged or faulty please notify us within 48 hours of receiving your order.

I wish to return my item or order, what should I do?

Personalised, bespoke and stamped items cannot be returned.  Earrings cannot be returned for hygiene reasons, unless faulty.

Daniella Draper Jewellery is made by hand, each piece is individual and therefore slight alterations from the images shown on the website may occur.  If you wish to return an item for a refund, you must notify us via e-mail (jewellery@danielladraper.com) within 7 days of receipt of the parcel to obtain a returns number.  Orders returned without logging them for a returns number with Daniella Draper Jewellery will be not be accepted.  This number should be logged on the outside of the parcel, a completed returns form enclosed and sent to the address provided.  Until the item reaches us, it remains the responsibility of the customer, we would recommend returning the item via a tracked delivery service as we cannot be held responsible for returns that are lost in the post.  Items must be returned in a perfect condition, unworn and inside all the original packaging.   Once we receive the item back with us, we shall process a refund within 7 working days, we do not refund return postage costs.  We cannot be responsible for the time in which your bank may take to clear the monies.  Your statutory rights are not affected.

How should I care for and clean my jewellery?

To ensure the longevity of your jewellery we would recommend not wearing whilst in the shower, bath or swimming.  We would recommend to prevent mis-shaping, storing your jewellery carefully after wearing and avoiding banging, knocking or wearing your jewellery in bed.  To clean your jewellery avoid silver dips and clean with a microfibre polishing cloth. Do not spray perfume or other solvents onto the jewellery.  Should you want to know more information on how to care for your jewellery please contact us and we will be happy to advise further.