Delivery

All my work is handmade in my London studio. If the jewellery you have ordered is in stock, I can despatch within 2-3 days. All orders are sent via Royal Mail Special Delivery, meaning they are insured and guaranteed next day delivery. International orders are dispatched using Royal Mail's International Tracked & Signed service. For international orders, the delivery time is dependent on your local postal service but often takes 1-2 weeks. All orders will require a signature upon receipt.

For all orders you will receive a tracking number from Royal Mail. I aim to keep you updated as much as possible, but be aware that factors such as holidays and strikes are beyond my control and may affect delivery times. 

Made to order items will generally take 3-5 weeks from the date of the confirmation email. This takes into account the time for casting or hand forming, polishing, hallmarking and vermeil (where appropriate). 

Dispatch time for bespoke items vary dependent on the scale and complexity of the pieces. As these orders need time to plan, design, liaise with you, source materials and construct, they often can take 8-10 weeks. However, a timeline will be discussed with you during the consultation process. 

 

Returns & Exchange

We want you to be happy with your Oriana Catton Jewellery. If you have any questions or concerns, please contact us through our contact page. 

If for any reason you don’t love your purchased piece, you can request a return within 14 days of receiving the order. To be eligible for a return, your item must be in the same condition that you received it, unworn and unused, and in its original packaging. Once you notify us of your decision to cancel the order—and we confirm this with you—you can return the item and receive a refund.

You must contact us before returning an item; items sent back without first requesting a return will not be accepted. 

Exceptions/non-returnable items

Certain types of items are not returnable. Please note that the return policy does not apply to the following:

• items which have been personalised or tailored specifically to you, for example (but not limited to) bespoke orders or engraved orders;
• items that are made to order in a way not typically sold (e.g. different size, colour, or finish than standard, and inclusive of rings made to a specific size); or
• items which cannot be resold for hygiene purposes, in particular earrings

If you want to cancel your order and return items in accordance with the above please contact us before the 14 day period by emailing sales@orianacatton.com and we will confirm the address that should be used for returns.

Returns where the item is faulty are free and you will be refunded the delivery fee once the item is received. All other returns will be at the customers expense - we do not accept responsibility for the delivery cost of these items. All items must be sent back via Royal Mail Special Delivery Guaranteed by 1pm, or another fully insured delivery service. The item remains the customer’s responsibility until it is confirmed as delivered. We do not accept responsibility for items lost, stolen or damaged in transit. Tracking information should be sent to sales@orianacatton.com. 

Your refund will be made within 14 days from the day on which we receive the items back from you. (We reserve the right to reject the refund if the item arrives faulty or does not meet the refund requirements listed). 

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item. If you decide to re-purchase before returning the original item, you do at your own risk as we are not responsible for payment processing timeframes after a refund has been processed, and cannot guarantee that every refund will be accepted if it does not meet the conditions outlined.

Where exchanges are agreed outside of the process detailed above, where the item is faulty it will be free to return and the customer will be refunded the delivery fee once the item is received. For any other returns, the item must be sent back via Royal Mail Special Delivery Guaranteed by 1pm in order to ensure it is insured if lost. The item remains the customer’s responsibility until it is confirmed as delivered. Tracking information should be sent to sales@orianacatton.com. 

Exchanges where the incorrect ring size has been ordered by the customer will incur a fee which will be dependent on the circumstances, including the amount of alteration needed and style of ring, particularly where the ring needs to be altered up or down more than 2 sizes. Return postage and re-delivery costs will be at the customers expense.