Delivery & Returns Policy
Once your order has been completed and payment received by us, we will arrange for the products to be delivered to the delivery address provided in your order. The cost and timescale for delivery is dependent on whether the products are held in stock and the delivery region. We will endeavour to ensure individual availability is flagged on the website.
All packages are delivered using tracked services with recorded signed receipt. Tracking numbers will be provided once the order has been fulfilled. If there is no one to accept the parcel at the time of delivery, the delivery service will leave a card for you to arrange collection or re-delivery (as applicable).
We use Royal Mail as our standard courier, but other delivery services/couriers may be used in specific circumstances:
- UK Standard Tracked and Signed: £4.90
- European Union Standard Shipping Track and Signed: £9
- Rest of the World: £15
We will strive to process and dispatch your order to you usually within 24 - 72 hours of the order being received by us (excl. holidays and weekends). Occasionally, it may take longer to dispatch your order. If we expect this to be the case, we will endeavour to flag that on our main website page in advance.
The timeframes above (for dispatch and delivery) should be used as a guide and no guarantees can be made on delivery timeframes. We will use reasonable endeavours to deliver products in line with the guidelines provided. However, we cannot guarantee delivery by a specific date.
We do not take responsibility for late or non-delivery due to factors outside our control, including for any shipping delays caused by the carrier or the destinations customs department.
Should you have specific circumstances outside of these guidelines please contact us on email@example.com and we will seek to assist directly.
Prices shown are those we charge as standard. From time to time these may vary, such as during a promotion period or if couriers apply changes to their prices. All applicable delivery charges will be clearly shown during the checkout process.
A confirmation email will be sent to you once the order is authorized and verified. We begin preparing your order as soon as possible after it is verified.
We will send you an email when your item has been dispatched, please ensure you check your junk folder if you cannot locate this email.
SALES AND DUTIES TAXES
Please note that duties and taxes payable for shipping outside of the European Union are not included in the retail price published on the website. All orders shipped outside of the European Union will be subject to Duties and Taxes. Any import duty and taxes incurred for shipping to certain countries are the responsibility of the customer.
The return policy set out in this document will enable you to return products to us in appropriate circumstances.
If you wish to return an item, please send us an email on firstname.lastname@example.org quoting your order number within 14 days from the day you received our item and we will provide you with a return address and instructions on how to return your item. Once a return if processed, you will need to return the item to us within another 14 days at the latest.
In order for a refund to be issued, all items must be returned to us unused, in perfect conditions and in their original packaging. We are unable to offer an exchange or refund on items that are damaged, not returned in their original packaging or it is clear that they have otherwise been used.
Items must be sent back to us using signed for courier or tracked services only. When returning an item, you will be responsible for paying postage costs associated with returns under this policy. You may use any courier of your choosing, but returns must be sent through a trackable delivery service, ensuring the item being is appropriately insured and tracked. We do not take responsibilityy and cannot process a refund for items that are not received and request that you contact your delivery provider directly in these cases.
Please make sure your parcel is properly packaged, in its original box to avoid any damage in transit back to us. Items which arrive damaged due to improper packing will not be exchanged or refunded.
As mentioned above, all orders shipped outside of the European Union will be subject to Duties and Taxes. Duties and Taxes are not included in the retail price you see published on the website. Please note that, should you wish to return your item, duty and sales taxes paid for shipping outside of the EU are not refundable by us when you do so.
Further, if you change your mind and decline to accept the product at customs, any customs or tax charges will not be covered by Aimable London. Any such charges will be subtracted when calculating the refunding due on the return.
Please note that if you refuse to pay custom duties or tax upon delivery, we will issue a refund only after the product has been returned to us and received by us.
Receipt of a product sent back to Aimable London usually takes two weeks maximum. However, depending on the country’s customs offices, there is a possibility that the Aimable London product may be held at the borders for up to a maximum of 10 weeks, although this is a relatively rare occurrence. We are unable to offer a refund until the item is safely returned to and received back by us.
The following kinds of products may not be returned under this policy:
(a) Earrings for pierced ears
(b) Made-to-order items that have been custom made for you (i.e. where an item’s design is amended in accordance with your specific requirements).
Our products are quality checked and carefully hand packaged so it is extremely unlikely any pieces will ever leave us damaged - however occasionally the delivery service will handle a package roughly and the contents may become damaged in transit. In this case, we will be happy to replace the item for you and cover the re-delivery costs ourselves. Damaged items will be replaced with the same item only, they will not be refunded, unless the same item is no longer available in stock. As a small business, we take extreme pride in handling each piece ourselves personally with great attention and care.
If your item was damaged, please send us an email at email@example.com with photos showing the damage before returning it.
Where you return a product in contravention of this policy (and where you do not have any other legal right to return the product):
- we will not refund or exchange the product;
- we may retain the returned product until you pay to us such additional amount as we may charge for re-delivery of the returned product; and
-if we do not receive payment of such additional amount within 14 days of issuing a request for payment, we may destroy or otherwise dispose of the returned product in our sole discretion without any liability to you.
Once the returned item has been received back by us in line with the requirements set out in this policy, you are entitled to a full refund, minus any shipping charges (unless the item is damaged or has been used - see above).
Please email firstname.lastname@example.org when you post the items back to us, to ensure your refund is processed promptly. Once we have received the item back, we will refund the relevant amount (as defined below) to the card or payment means provided at checkout as soon as possible and within 14 days of receipt at the latest. We will send you an email once your refund has been accepted and processed. We will usually refund any money received from you using the same method originally used by you to pay for your purchase
Once the refund is processed on our side, please allow a few days for the money to hit your account. Once we have processed a return, the money will be subject to international banking system processes, which may take up to 15 days, depending on your location. It is possible that the relevant bank may charge a sum for the payment or that the return sum may differ slightly from what you originally paid, for instance due to exchange rates. We are unable to refund such additional bank charges that relevant local banks charge for, e.g. international bank transactions, or for international currency movements, as these are processes beyond our control.
In that case, we are happy to provide you with a screenshot of our refund order, as evidence that we have returned the exact amount we owe you upon your return request.
Please note, for all UK orders over £100 where delivery costs are not charged to the customer upon ordering, the delivery charge that we have to pay in order to return the item to you will be deducted from your refund upon the goods being returned. If we paid for the original delivery to you (e.g. in cases of promotions where we offer free delivery), we will also retain those costs. For orders that contain multiple pieces (for example for customers who wish to purchase several items at once to try at home) the individual return postage cost will be deducted from each item upon return. This is to cover our higher postage costs for larger weight deliveries via Royal Mail or courier.
As mentioned above, any customs duties and taxes paid by the customer in the event of a return are non-refundable. However, you may be able to recover these by contacting your local Customs Bureau.
We offer a six-month product warranty which covers manufacturing repairs and we would be happy to provide a quote for repairs of our products outside of the warranty period.
In order to start a repair request, please send us photos of the item you purchased from us and wish to have repaired, including good quality images showing the damage to email@example.com. We will assess what work needs to be done and provide you with a quote and information on how to proceed. We do not cover shipping and customs charges for returning the product for repairs. These will be covered by the customer.
We also cannot be responsible for any damage due to negligence.
Damage caused by general wear and tear is the responsibility of the owner.
We will replace or repair any faulty items bought from this website within 1 month of proof of purchase. Missing crystals are not classed as manufacturing faults.
Tarnishing or discolouration due to chemical contact is not a fault.
You have the right to cancel your order, provided you give us written notice any time after the goods have been received, up to 14 calendar days after your order is delivered by emailing us on firstname.lastname@example.org, (with the exception of any made to order items and exemptions as covered under our Returns Policy).
You do not need to give us any reason for cancelling your contract nor will you have to pay any penalty. However, you may not be able to cancel your order if the goods you have ordered are bespoke (i.e. made to order) or in the other exemptions as covered under our Returns Policy.
If you have received the goods before you cancel your contract then you must send the goods back to our contact address at your own cost and risk. If you cancel your contract but we have already processed the goods for delivery, you should not unpack the goods when they are received by you and you must send the goods back to us at our contact address at your own cost and risk as soon as possible, following the guidelines above in the returns section.
Once you have notified us that you are cancelling your contract, and we have received the goods back, we will refund any sum debited by us from your credit or debit card within 14 days.
We may make a deduction from your refund for any loss in the value of the goods supplied if the loss is the result of unnecessary handling by you (for example using or wearing the goods prior to cancellation) and any associated delivery costs.