FAQ's
SHIPPING POLICY
ORDERING ONLINE
Payments online can be made through debit card or credit card. You will receive an email confirming your order has been placed when the payment has been taken. If you are having issues with online payments please contact us on info@fraserhamiltonjewellery.com
SHIPPING FEES
UK and Ireland Postage: Free UK Shipping.
Rest of the World: £30 DHL Express
Your order will be dispatched in an unbranded external envelope. The jewellery is packaged in a branded Fraser Hamilton jewellery box.
DELIVERY TIMES
If the product is in stock you will receive the product within 2-3 working days within the UK, and 7 - 10 working days week outside of the UK excluding Canada, Australia, Brazil and Russia that can take up to 4 weeks. If the item you have ordered has been made to order, you will be emailed with an approximate timeline before payment is taken. If you have left it a bit late and need something sooner than the delivery time stated, or by a specific date, then just email us at info@fraserhamiltonjewellery.com
UK ORDERS
Orders are dispatched using Royal Mail’s Special Delivery Guaranteed by 1pm service. All UK orders are fully trackable and fully insured. Parcels will need to be signed for in person, so please state a delivery address where someone will be present to receive it. In the event that nobody is available to receive your item, a card will be left providing you with the option to have the item delivered at a later date or to collect your parcel from your local collection Post Office depot. A tracking number will be supplied via email when your order has been dispatched. If you would prefer to collect your piece directly from the London studio, please get in touch info@fraserhamiltonjewellery.com
WORLDWIDE SHIPPING
For deliveries to outside of the UK we use DHL Express, which is fully trackable and insured. Any customs charges incurred are the sole responsibility of the customer. A tracking number will be supplied via email when your order has been dispatched. When shipping outside of the UK the UK VAT will be not be charged and only shipping and import duty will be payable. we are not able to determine exact duty amount for different countries as it is determined by that countries customs authority. While this is not exact and cannot be guaranteed we have found that shipping from the UK to the US the VAT deducted is roughly 20% and the import duty is not much more than 11%.
RETURN & EXCHANGE POLICY
RETURNS & EXCHANGES
We hope you will be absolutely delighted with your piece of Fraser Hamilton Jewellery. If for any reason you are not entirely satisfied with your purchase please get in touch to let us know and we can discuss options for a potential exchange or repair. If this is the case, please make sure that the piece remains unworn and in perfect condition so we can assess the issue. Purchases exempt from both the refund or exchanges unless they are structurally faulty, include Made to order pieces, Commissioned/Bespoke pieces, Customised pieces (ie resized rings, custom chain lengths). When your return has been agreed with us via email, please ship your piece to: 9A Iliffe Yard, London, SE17 3QA
WORLDWIDE RETURNS
If you are based outside the UK and would like to return an order, you as the customer will be responsible for any customs charges due on the item for it to be returned to the UK. These charges will be deducted from the refund due. International customs duties and sales taxes are non-refundable for shipments outside the UK. Please return via a trackable, insured service. If you would like this to be arranged for you DHL Express please contact us on info@fraserhamiltonjewellery.com the shipping fee will be deducted from your refund upon receipt of your order.
UK RETURNS
Please return your order using a trackable service, insured service (eg. Royal Mail Special Delivery) To ensure safe arrival. Please note this is not a pre-paid service and you will be responsible for shipping costs
Return address: Fraser Hamilton, 9A Iliffe Yard, London, SE17 3QA
If an item has been purchased with free shipping and is then returned for refund, the shipping charge will be deducted from the refund total. In the interests of fraud prevention, your refund will be issued by the same method by which you paid.
REPAIRS & RESIZING
REPAIRS
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. If you believe your piece has a structural fault, please return it to us for a full inspection. Due to the handmade nature of Fraser's jewellery, occasionally a stone may become loose. In this case Fraser will ensure he resets it or can offer another solution.
RESIZING
There is a small fee of £40 + VAT for the resizing of your piece of jewellery. Some items cannot be resized - this is dependent on the stones in the pieces and how big the size change is. Please get in touch to discuss your options on info@fraserhamiltonjewellery.com
RING SIZING ADVICE
If you are unsure of your ring size, then please visit a local jeweller to be measured exactly, or get in touch to come and visit us in the studio for an accurate measurement. Please do not try to guess your size or use a tape measure as resizing is not always a possibility. We can accept any sizing including: US, UK, EU, JP etc.