DELIVERY & RETURNS
Thank you for visiting www.mandanaoskoui.com. Please read all of our Terms and Conditions, Delivery and Returns, and Privacy Policies before you place your order. By using this website and/or placing an order, you are agreeing to all of these Terms, Conditions and Policies as set out on these pages. If you have any questions or are unsure about any terms stated, please get in touch before you place an order.
1.0 - DELIVERY (GENERAL GUIDELINES)
1.1 - Our aim is to send you your order quickly and efficiently but please appreciate that all jewellery is handmade for you and is not mass produced.
1.2 - If the item is in stock and the order received by 12pm on a working day, we will endeavour to dispatch the item on the same day. Any orders received (for items in stock) after 12pm will be posted out the next working day. Please contact us before you place your order if you would like to know if we have an item in stock for immediate dispatch or have an urgent delivery deadline.
1.3 - If the item you want to/have ordered is not in stock it will be handmade especially for you. In such cases, we will endeavour to dispatched the piece within 2 to 10 working days from date the order is placed.
1.4 - Lead times can be longer during busier times of the year (i.e. around Christmas) and also depend on the complexity of the item of jewellery, the number of pieces being ordered and whether Hallmarking is legally required.
1.5 - You can always contact Mandana to check the estimated date of delivery before placing your order. We always endeavour to meet your deadlines wherever possible.
1.6 - You will be notified via e-mail when your order has been dispatched so you know when to expect delivery.
1.7 - It is important that the delivery address supplied by you to us is accurate. You are responsible for making arrangements to receive the goods. If you are out at the time of delivery, please ensure that you pick up the parcel from the local sorting office as soon as possible.
1.8 - Postage costs (if applicable) will be added to your order total at the PayPal checkout page. Postage costs are not refundable unless the goods are proven faulty.
1.9 - During any periods where free delivery is offered, if any items are returned for exchange (if applicable), initial and further postage costs will be the responsibility of you, the customer.
1.10 - Mandana Oskoui cannot be held liable for any missed deadlines due to the fault out of our control i.e. illness, postal strike, Royal Mail system failure etc.
2.0 - DELIVERIES WITHIN THE UK
2.1 - We currently offer complementary postage for all items delivered within the UK (terms & conditions apply). We despatch all UK orders under £100 via Royal Mail Recorded Delivery (delivered within 2-3 days from date of dispatch) and all orders £100 and over via Royal Mail Special Delivery (which is guaranteed for delivery by 1pm on the next WORKING day).
3.0 - DELIVERIES OUTSIDE OF THE UK (EUROPE/REST OF THE WORLD)
3.1 - We are able to deliver to almost anywhere in the World using the Royal Mail International Signed For service. International Signed For is available Worldwide and provides secure delivery of an item up to 2kg. A signature is taken by the recipient on delivery and there is a compensation for loss or damage up to £500 whilst in transit.
3.2 - Postal costs for Europe/International orders are as follows: Europe: £20 Rest of the World: £20
3.3 - Please allow 7 to 10 working days for deliveries outside of the UK from date of dispatch but please take into consideration that delivery times can vary depending on your country.
4.0 - CUSTOMS CHARGES
4.1 - Each customer is responsible for any potential import fees levied by their Country's border control.
5.0 - RETURNS/EXCHANGES
5.1 - We are a small business and our jewellery is individually handmade, especially for you. The majority of the time, all jewellery ordered on this site (with the exception of one-off pieces) are made to order once you place your order and as a result we do not offer refunds. We will, however, be happy to discuss any appropriate exchanges. This excludes items that are made to specification not normally made.
5.2 - Due to reasons of health and hygiene this excludes earrings for pierced ears. Earrings for pierced ears are strictly non-returnable.
5.3 - In the unlikely event that an item arrives damaged or faulty, it is our policy to repair it and return it back to you or replace it with a new identical piece.
5.4 - All items are dispatched with a security tag. Once this tag is removed, or if it looks like it has been tampered with in any way, the item is non-returnable.
5.5 - If you wish to exchange an item, you must inform us in writing at info@mandanaoskoui.com within 7 working days from the date of delivery stating the reason. We will then get in touch to inform you of the next steps. You will then have 7 further working days to return the item to us for exchange. We will not process any exchanges if you contact us outside the before-mentioned time periods.
5.6 - Please use Royal Mail Special Delivery service to return any items that have been agreed for exchange. You are responsible for the item until it reaches us and is signed for. We will not accept responsibility for item(s) damaged, lost or stolen in transit.
5.7 - Original and additional postage charges incurred due to exchanges will be covered by you, the customer.
5.8 - Once more, for reasons of health and hygiene, earrings for pierced ears cannot be exchanged or returned under any circumstances.
5.9 - Any one-off commissions ordered or items made to specifications not normally made are non-exchangeable and non-returnable.
5.10 - We will not accept exchanges for non-faulty items that have been worn.
5.11 - Any items exchanged must be returned in the original packaging, unworn and in a new re-saleable condition.