We aim to despatch all orders within 2 working days of receiving the order. If we are unexpectedly out of stock at the time of ordering however the item may take up to two weeks to be made up especially. Therefore if you need the item by a specific date please contact us by email or by phone so that we can do our best to make sure the item reaches you in time.
UK Delivery - Delivery costs £8.00 per order and is sent by Royal Mail’s ‘Special Delivery’ service which is insured and requires a signature for delivery.
Have a super-urgent request? In most cases, provided the item is in stock we can organise sending you the item to be delivered the next day. Just call us to check we have the item and let us know how urgent it is.
Its their birthday TODAY? For London- based customers we can even offer a same-day biked service just contact us on 020 7033 9099 with your postcode for a delivery quote and to check stock availability.
International Delivery - Delivery costs £10.00 per order, and the parcel will be sent by Royal Mail’s ‘International Signed For’ service and your parcel will require a signature on receipt. We aim to post your order within 48 hours and it usually takes 5 working days to arrive, but can take be delayed up to one month. We cannot guarantee delivery dates.
Your jewellery will be packaged in a beautiful Comfort Station jewellery box with ribbon and sent out safely and securely.
If after receiving your item you decide for whatever reason you would like to have the item made larger or smaller (or possibly the option of both) this will almost always be possible to do so since everything is hand-made in our London studio. Just contact us by email or phone and we can happily discuss the options with you (which may incur an additional charge) and arrange the adjustment by post.
CUSTOMISATION & COLOUR OPTIONS
We frequently receive requests to customise a piece of the collection or to alter the finish to suit certain requirements and many of these are possible since we make each item by hand in our London studio. The price of the item will alter depending on the work and materials involved.
Frequently asked requests that are almost always possible are:
- Providing the item in an alternative finish: bright silver, matt silver, oxidised silver, gold-plated or a mixture thereof;
- Altering the length of an item or altering chain lengths within the item;
- Changing a bead/ bead colour or a component on one piece for that from another piece;
- Adding a component from one piece to another piece.
If you have a specific query regarding a certain item please email us and we will get back to you and let you know if it is possible, costs and an estimated delivery time. Please note: we do not offer refunds on individually customised or made to order pieces.
ONLINE RETURN / REFUND POLICY
We will refund or exchange unworn items returned in the same condition as they were sent provided we are given notice within 7 working days of delivery, and the item is returned to us within 21 days of delivery. Such notice should be given in writing by email or letter. The price of delivery however is not refunded. The item/s must first be sent back in their original, unworn condition and then we can organise the exchange. For hygiene reasons, we are not able to accept returns on earrings unless they are faulty. We also do not offer refunds on made to order or customised/ custom-sized pieces which have been personalised to suit your requirements.
Only regularly priced items can be refunded, unfortunately sales items cannot be refunded.
We will refund or exchange any faulty item within 28 days of delivery, including postage costs. To arrange a return, or if the item you received is faulty or is not what you originally ordered, please email email@example.com 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. It must be sent back to us at our contact address at your own cost and risk. 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.
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 use. In this instance, the goods will be returned to the buyer at their own cost.You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.
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.
Our returns policy for our shop in Cheshire Street is a little different - please see below.
22 CHESHIRE STREET STORE RETURN / REFUND POLICY
Sorry, but we are unable to refund you if you change your mind. We will however offer you an exchange or credit note if the item is returned within one month of purchase in its original packaging in unworn condition. If nothing takes your fancy within that month for exchange you can receive a credit note which lasts indefinitely, so you can wait as long as you like to find something to exchange your item for.
Our returns policy for our online store is a little different - please see above.
Oh dear, stepped on your favourite necklace? We make a small charge for any repairs plus postage costs. Please contact us at firstname.lastname@example.org or on 020 7033 9099, to find out if we can fix it, then send the broken item to 22 Cheshire Street, London, E2 6EH with a note of your name, address and phone number. You can pay by paypal, or we can phone you for your card details.If you are returning something to us please wrap it carefully and securely in its box in a well-sealed padded envelope.
LATE AND LOST DELIVERIES
If your delivery has been delayed, then please contact us and we will track your parcel via the Royal Mail website and let you know the tracking number too.
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. Comfort Station cannot be held responsible for goods that are lost or delayed in transit.
Goods are charged at price shown on the product pages on the date the customer places the order and are inclusive of VAT. Prices are correct at time of publication. Errors and omissions are excepted. 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).
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, e-mail or letter, then it will be dealt with promptly.