Delivery and Returns
Our estimated delivery time is standardly two to three weeks as we individually hand craft all of our pieces. In our busiest periods orders can take closer to three weeks to arrive but we endeavour to make sure everything arrives within this time frame. During the quieter times of the year we are often able to get pieces out within one week or even within a couple of days, but this is usually dependent on the materials we have available at the time.
If you need something urgently, get in touch with us via any of the methods on our Contact Page and we’ll do our best to work around your deadline. Out of all the contact options, if you need a piece urgently it is best to ring us as soon as possible.
For orders dispatched to UK addresses all pieces are sent via the Royal Mail. Any items with a value of over £60 are sent by Special Delivery (which arrives by 1pm the following day) while orders with a value of less than this amount will be sent via Recorded Delivery. All pieces will need to be signed for.
Royal Mail International Signed For is used for deliveries to Europe and the rest of the World. This will require a signature upon receipt; if no one is in when they try to deliver the courier will leave a note regarding alternative collection/delivery arrangements.
Justin Duance Jewellery will usually only deliver parcels to the purchasing credit/debit card holder's address and on delivery the parcel will require a signature. We will not be held responsible for the parcel if it is signed for by anyone other than the card holder.
We shall be under no liability for any delay in delivery or non-delivery due to circumstances beyond our control.
If the parcel/product is lost or found to be damaged upon receipt then Royal Mail and Justin Duance must be informed without delay and any damaged item(s) returned to us for replacement.
We have two options for express delivery which are charged per piece:
Ten working days or less; £30.
Five working days or less; £40.
(The five working days or less option is highly dependent on the availability of the materials necessary to make the piece in our workshop. To put your order under an express delivery option, you can email us via the Contact Form, but we advise calling us on 01736 367254 to get straight through.)
During quieter times we will use our own discretion regarding express charges for orders as we will always send our items as soon as they are ready.
We send all of our pieces in fully recyclable packaging; items such as studs, cufflinks and pendants will arrive in a large letter parcel. Each piece comes in its own black Justin Duance jewellery box. Our rings are always packed in a rustic cardboard box for delivery, complete with teak oil and a care pack as appropriate.
Cancellation & Returns
In most cases, if you are unsure of your purchase we are happy to send you a sample ring and sizers so you’re able to check the dimensions and size needed before we go ahead and make the item. We prefer to work with you to ensure that the ring will be suitable and therefore not returned. This is especially likely if the item is of high value, e.g. with precious metals or gemstones. We reserve the right to exclude items from the thirty-day refund policy, and will always contact you prior to their manufacture if this is the case. Refunds will be made by the original method of payment.
Because all of our rings and pieces are handmade to the size ordered, we cannot offer exchanges for different ring sizes. We will also not refund if it is evident that more than one ring was purchased with the express intention of choosing between them and returning one for a refund. Because all our rings are handmade to the size you order you cannot swap a sized ring for a different size without paying the resize charge.
If you are dissatisfied with your purchase you may return it to us in its original unworn condition (trying for size accepted) within thirty days immediately after the signed receipt date. When we have received the item(s) we will offer you a full refund. This excludes titanium rings. These cannot be resized more than two sizes either way and can't be returned. If you’re worried about the style we can send you a silver version first. Postage costs will only be refunded if there is a fault with the item. For hygienic and health and safety reasons all earring studs will not be accepted for return.
Refunds may not be authorised for bespoke items and rings received back more than thirty days after dispatch. When we do accept these items back, they will usually be subject to administration or restocking charges.
We can resize most of our rings at a charge of £40.
Titanium can be resized but only within a couple of sizes - if needed we can make a replacement ring at a reduced price. Please see our Sizing & Care page for further information on how to choose the right size.
For wood and silver pieces, we’ll provide a two year guarantee – if there’s any problems with the wood within that timeframe, we’re happy to repair it free of charge along with a basic restoration of the piece while we repair the wood. This is excepting cases where the piece has been damaged due to excessive wear (for example, misshaping of the metal).
For other silver pieces, we’ll repair all Justin Duance silver jewellery (excepting watches) free of charge within the first two years of ownership.
After the two year guarantee period is over, we will charge £25 to refurbish, repair and restore pieces. This also covers a new piece of wood being inlaid if necessary, and the restoration of the piece as well as the costs of the postage in its return.
If the item is too worn to be reliably repaired, we’ll charge 50% of the current retail price of the piece to replace it.
In this case, we’ll also contact you to offer a discounted price to remake the piece in a more durable metal. To upgrade the item to titanium is charged at £150, and prices in precious metals are offered on request as they are subject to the type of design and fluctuation of prices in the metal market.
We do not advise choosing silver rings if they’re to be used as wedding rings due to the softness of the metal and the ease with which it can be damaged in everyday use. This references wooden inlay rings in particular.
Other Metals Guarantee
The craftsmanship of our work made in other metals (any colour and carat of gold, titanium, palladium and platinum) is guaranteed for life. If there are any issues with items inlaid with wood within the first five years of ownership, we’ll repair it free of charge. After the five year period is up, there will be a £25 fee for the refurbishment of the wood.
For replacing things like cord/clasps, there’s a charge of £20. This includes restoration of the piece and a care pack. For replacing chains where necessary, we charge the cost price of the chain and postage.