Delivery and Returns
Delivery and Postage
Some of our items take longer to send out than others, as some are made to order for each customer, and others are stock items. Please refer to each product description for specific dispatch times, which will give you an estimation of how long your order should take. If you have any questions about delivery times, please do get in touch with us and we will be pleased to assist you.
If your order is urgent and required for a specific date, or the next day, please contact us and we will do our very best to meet your needs. We can offer a next day delivery service on some of our items where possible, which is charged at an additional postage rate. Please note, next day delivery is only available to those within the UK and the Channel Islands.
Whilst team Alyssa will do their best to meet all stated turnaround times of both our online products, and bespoke jewellery, please note they are only approximate times. Any delays shall not constitute a breach of terms and will not entitle the purchaser to hold the company liable.
Unfortunately we do not offer a collection service, but UK delivery is free of charge for all orders over £40, and international delivery is free of charge for orders of £100 or over.
Damaged or Undelivered Packages
Damaged jewellery upon receipt of a parcel
We shall be under no liability for any delay in delivery or non-delivery due to circumstances beyond our control. If a parcel is damaged upon receipt, or has something missing from it, then Alyssa Smith Jewellery must be informed without delay, in writing, and within 24 hours of delivery of the package.
Any damaged item(s) to be returned to us for replacement, must be done so within 7 days of reporting the damage in writing.
We will be happy to try to fix any issues and replace any damaged jewellery as quickly as we can, so that you can enjoy your jewellery as you should.
Please be advised that it is the customers responsibility, when ordering from our website or from our bespoke service, to provide Alyssa Smith Jewellery with the correct and complete delivery address.
Failure to do so may result in your order being undelivered or delivered to the wrong address, of which Alyssa Smith Jewellery will not accept responsibility for.
Please check that the correct delivery/shipping address and full name and postcode has been given after processing your order.
If you have provided us with the wrong address, or incomplete address, please let us know in writing within 1 hour of placing your order, as some items are dispatched very quickly from our workshop. Please do try to telephone the office as well, so that we can deal with any matters as swiftly as possible
Undelivered Orders- Procedure for Undelivered or Missing Orders
1- For addresses within the UK and Channel Islands – undelivered packages
If your order fails to arrive within the quoted delivery time as given by ASJ LTD, you have 21 days from the date your order was dispatched from ASJ LTD to notify us in writing.
ASJ LTD will not take responsibility for any undelivered orders that have not been reported to us during this time frame.
2-For International addresses (outside the UK including the Republic of Ireland) – undelivered packages
If your order fails to arrive within the quoted delivery time as given by ASJ LTD, you have 45 days from the date your order was dispatched from ASJ LTD to notify us in writing.
ASJ LTD will not take any responsibility for any undelivered orders that have not been reported to us during this time frame.
Please contact us with your name, order number and order date to discuss any undelivered packages, on alyssa@alyssasmith.co.uk
Wrong Delivery Address or Missed Deliveries
If you have provided the wrong, incomplete or incorrect delivery address for your order and it is returned to us, you will be asked to cover the return postage so we can resend your order to the correct address.
If your order was not successfully delivered to you because you were not in at the time of your attempted delivery, and you provided the correct delivery address, your postal service will hold your order at their sorting office for a set number of calendar days. It will be your responsibility to collect your order at a time that suits you, or arrange a re-delivery.
Alyssa Smith Jewellery cannot do this for you, but if you should require a tracking number for your order, please do let us know and we will be happy to provide one for you. If you miss your initial delivery, and your order is not collected within the specified time from your sorting office, your order will be returned to Alyssa Smith Jewellery, which can take a few weeks. Once it is safely in our possession again, Alyssa Smith Jewellery can re-send your order, but the delivery will need to be paid again.
Postage and Packaging Charges to the UK
Delivery to the UK and Channel Islands is free of charge for orders totalling £40 or over. Delivery for orders under £40 will be charged at £4.95 for our website items.
We will normally use the Royal Mail 2nd class recorded postage service to send our items to UK addresses, and this can take around 3-5 working days. If you would like to upgrade your postage to Royal Mail 1st class, estimated to take between 1-3 working days for delivery, or the next working day Special Delivery service instead, please do get in touch with us before placing your order to check whether this is possible, or within 1 hour of placing your order, and we can organise this for you at an extra cost, providing the item is in stock and able to be sent on the date specified.
Sending items out via a next working day service will depend on whether the items you have ordered are all in stock, and available to be sent. As some of our items are made to order, we cannot offer this service on everything we sell. Please do give us a call or an email to discuss upgrading your postage after, or before placing your order and we will be pleased to help you further.
Postage and Packaging Charges – International Deliveries
International delivery to Europe and the rest of the world is charged at a flat rate of £10 for orders placed totalling under £120.
International delivery for orders placed over £120 is free of charge.
Delivery times for locations outside of the UK and Channel Islands vary by country, and can take anything to around a few days to approximately 4 weeks at very busy times, depending on where in the world the order is sent to.
Please do contact us if you would like to find out more about International delivery times. International orders are sent as standard with our Royal Mail international signed for service, or if you would like your tracking number to keep an eye on your package whereabouts.
If you would like your order sent via another delivery carrier such as UPS or DPD for a faster international delivery service, please get in touch with us via phone or email, and we will be happy to assist you and provide you with cost estimates for these services, depending on your delivery country.
Postage and Packaging Charges- Bespoke Jewellery
Bespoke jewellery orders placed under our bespoke jewellery service are not exempt from delivery charges, no matter what the cost of the piece. The delivery charges for bespoke items will be dependent on the value of the bespoke piece in question, and the country of delivery.
If you would like to find out more about our bespoke jewellery delivery costs, then please do get in touch with us, and we will be happy to help
Import and Export Tax
For international orders, any prices such as further delivery charges, imports or export duties or tariffs directly affect our company, Alyssa Smith Jewellery, will not be held liable for such charges. It is your responsibility as the customer to cover any customs charges, import or export charges which may apply.
If you live or have set the delivery address for outside the UK, the prices shown will be exclusive of UK Value Added Tax. UK customers will be charged an additional 20%. Please note that upon delivery you may be charged local purchase taxes and/or import duty, based on the the rate applicable in the country of delivery. These charges will be your responsibility and ASJ accept no liability for them
Packaging Types
Please be aware that the packaging used in the product photographs on the website, or on product photographs on our social media pages may not be the exact packaging that your jewellery is sent in., as from time to time we change our packaging, or have limited edition packaging.
Please check each product description individually for the type of packaging on each piece of jewellery.
From time to time and at very busy periods, for reasons beyond our control- Alyssa Smith Jewellery may run out of our standard packaging, and use a suitable alternative or different coloured packaging, which will all be in line with the branding of Alyssa Smith Jewellery.
If you would like to find out more information about what packaging the piece of jewellery you would like to order will be delivered in, please get in touch before placing your order.
If you would like a different box/pouch than comes as standard with the item you are ordering, Please get in touch and speak with a member of team Alyssa, and we will be happy to accommodate your needs as best we can- we do want you to be as happy as possible with your special delivery!
Please do note that using a different type of packaging from that which is given as standard with each product, may incur an additional small cost, so do bear this in mind.
We are continuously trying to improve our environmental impact and use recycled, and recyclable packaging – both for the jewellery itself, and on the outer packaging where possible. Our jewellery boxes and pouches use no animal products in the making.
We use biodegradable sparkles/confetti inside our jewellery boxes and pouches, but if you would prefer your order to arrive without these, or without the sweeties/chocolates/other fun gifts that we put in from time to time, please let us know within 1 hour of placing your order in writing, or in the order notes on your order, and we will leave these out of your order.
If you would like to find out more about our packaging, what it is made from or the sparkles we use, please do get in touch with us and we will be happy to talk you through it all.
Insurance
Alyssa Smith Jewellery Limited provides product insurance to items whilst in transit, providing the correct delivery address is provided, and only up to the point of customer’s receipt of the order. It is the customer’s responsibility to arrange appropriate insurance cover thereafter.
Alterations and Exchanges Policies
Necklace Chains and Bracelet Chain Lengths-
It is easy to order the wrong chain length on your jewellery, especially if it is a gift. Whilst it is not ideal having to exchange a chain, it is not the end of the world and it is something we can exchange or alter for you.
From time to time, a customer may wish to change a chain length if the purchased chain is too short or long. Please note that Alyssa Smith Jewellery Limited is happy to exchange a chain for a longer or shorter chain at a small additional cost, plus return postage costs within 28 days of purchase of the item, providing the chain to exchange is new and unworn, and in original condition.
It will be the responsibility of the customer to safely return the item to Alyssa Smith Jewellery to exchange or alter, and a small additional fee for alterations will need to be paid. A customer will also need to pay return postage for the item after the alteration has been made. The additional return postage will depend on the value of the item being altered. Please contact us for details and prices if this is something you would like to find out more about.
After 28 days of purchase, we cannot accept any jewellery for exchanges, and the customer will need to purchase a new necklace chain from us, or an extender chain. For bracelets, we may charge for a new bracelet chain, or extension chain.
Please contact us with your query, as we now stock many chain types.
If a necklace or bracelet chain is faulty, Alyssa Smith Jewellery will exchange or fix any the item within 1 year (12 months) from the date the item was ordered, providing the chain has not been caught, snagged, pulled, tangled or snapped, or has broken due to fair wear and tear.
A customer will need to report any breakages in writing with supporting photographic evidence, and return the chain to us within 7 days of reporting it to arrange an exchange, along with the original order number, order name and date of order, as well as return delivery address. Please note, any returns outside of this time may not be accepted.
After this time period of 1 year (365 days) has ended, it will be the responsibility of the customer to purchase a new chain if needed. Please contact us if you would like to purchase a new chain from Alyssa Smith Jewellery, and we will be happy to help provide you with all options. We also sell additional chains, so if you would like to purchase a longer or shorter chain, do get in touch with us or find things like additional chains, extension chains and spare earring backs for sale on our website
Remember we are always around to help advise you, so please do get in touch with any queries you have
Non Standard Size Anklets and Bracelet Lengths
If you require a bracelet or anklet length that we do not sell as standard on our website, then this is something we can help you with. Although we cannot alter every piece of our jewellery, due to certain chain types, with most of our collections- it is possible!
Please do get in touch with us if you need something longer or shorter than the standard length, and be sure to measure the length you require carefully. Please double check your specified length before submitting it, as once we have made it to this length for you, it will become ‘bespoke’ and non returnable/exchangeable.
This is because if you have specified the length of your item to be different from the length stated on the website, as this makes the piece bespoke and unsellable to another customer.
However, if you do order the wrong length (these things happen!) we will be happy to alter it again for you at a small fee, plus return postage to the customer. It will be your responsibility as the customer to safely return the item of jewellery back to us for alterations, so please do get in touch with us to find out about how to safely return your jewellery to us for an alteration.
Any alterations for jewellery will always be happily carried out by team alyssa, as we want your jewellery to be the perfect fit for you! No one wants a piece of jewellery which just sits in the box and never gets worn, do they!
Clasps for Charms- Alterations and Exchanges
We offer several types of clasps for our charms, including a standard trigger clasp which fits our own bracelets, or adapted clasps known as ‘sliders’ which are compatible with most Pandora bracelets. We also offer a round 6mm ring, which is ideal for sliding our charms onto your existing pendants – be careful about layering up pendants on chains though, you will need to make sure the weight of the charms are suitable for the type of chain you have, so that it does not snap!
If you have received your order and realise you have purchased the wrong clasp on your charm (these things happen!) we will happily alter this for you at a small cost, plus return postage. It will be your responsibility as the customer to safely return the charm to us so we can carry out the alteration for you.
Please ensure your charm is returned within 28 days of receiving your order for this option, and is unworn, and in its original condition
Necklace/Bracelet Clasps – Adapted, amending and exchanging
If you struggle with clasps due to mobility issues or long finger nails, we can alter a standard clasp on most of our necklaces, bracelets and anklets for either a longer or larger clasp, or in some instances, a magnetic clasp. This will be chargeable, and the charge would depend on the type of clasp you would like. If you would like to enquire about this before placing your order, then please do get in touch and we can happily talk you through your options. We alter very many of our pieces of jewellery so that our customers around the world can enjoy our pieces, and we would be happy to do the same for you too.
If you have a bracelet, necklace or anklet already and would like to enquire about having a new clasp put on in place of the current one, please get in touch and send us a photograph of the item(s) you would like to alter, so we can give you all of the options available. We will look forward to hearing from you
Returns and Exchanges Policy for ‘Ready to Wear’ Jewellery Items
Damaged Jewellery upon Receipt of a Parcel
We shall be under no liability for any delay in delivery or non-delivery due to circumstances beyond our control. If a parcel is damaged upon receipt, or has something missing from it, then Alyssa Smith Jewellery must be informed without delay, in writing, and within 24 hours of delivery of the package.
Any damaged item(s) to be returned to us for replacement, must be done so within 7 days of reporting the damage in writing.
We will be happy to try to fix any issues and replace any damaged jewellery as quickly as we can, so that you can enjoy your jewellery as you should
Breakages
Any breakages caused by or resulting from external factors such as wearing jewellery in bed, whilst doing housework, exercising, whilst swimming or in the shower/pool, or spraying perfumes/lotions on plated items is not the responsibility of Alyssa Smith Jewellery and we will not be liable for damage caused to our jewellery from such activities. We have a ‘care for your jewellery’ section on our website with handy tips on storing and looking after your jewellery, which we recommend you refer to before purchasing our jewellery.
If however, a breakage or damage to your jewellery does occur, please do get in touch with us as your jewellery, in most cases, can be repaired for a small cost.
Cancelling or Returning an Order
We are sorry to hear you are thinking of cancelling your order. Is there anything we can do to change your mind? Let us know and we will be pleased to chat with you and help with any concerns you may have. If you would still like to cancel your order, please do email us at alyssa@alyssasmith.co.uk or give the team a call on 01462 682843 within 1 hour of placing your order, so that we can arrange this for you.
The reason we ask that you contact us within 1 hour is because sometimes at busy times, your order may have left our workshop within 1 hour – We are very fast sometimes! Our phone lines are open Monday – Friday 9.30 – 5, and our phone number is 01462 682843 – the sooner we know you would like to cancel your order, the better.
Please ensure that before you get in touch, you have as much information to hand as possible such as your customer name, order number, order date, item to cancel and the reason for cancelling
If you would like to cancel an order, and your order has already been dispatched- you can return any item to us, apart from pierced earrings- providing that the item(s) are in its original packaging, unworn, and in its original condition.
We will assess the jewellery once it is returned, checking for any scratches or signs of wear, and if we are satisfied it is unworn and in its original packaging, we will offer a full refund, which will be processed within 3 – 5 days. If your jewellery is returned to us in a non-sellable condition, we will not offer a refund, and may send your jewellery back to you, or offer you gift vouchers instead.
Refunds will be minus any postage costs paid, where applicable. Returns must be made within 7 days of receiving the goods. Please enclose as many helpful details as possible within your package, including your name, order number, phone number, reason for return and email address if possible, so that we can contact you when your package arrives.
Before sending your item back, please do drop us a little email to let us know to expect the package, on alyssa@alyssasmith.co.uk
Returning the item(s) you would like to have refunded is your responsibility to return to us safely, and for those within the UK, we recommend using royal mail special delivery service, as we cannot take responsibility for any items lost in transit
International Returns Procedure
Returns from OUTSIDE the UK- please do NOT use our P.O box address, please contact us for an alternate address, as your jewellery may be lost in transit if you do not use a full address, which we will provide to you in writing.
If you are returning an order from outside of the UK, please refer to our international postage and packaging charges, which will be deduced from your total refund, where applicable. Please use a suitable and insured form of postage to safely return your order to us.
Refunds will be made to the original payment method minus postage and packaging (where applicable)
Returns made after 7 days of receiving the goods will not be issued with a cash refund, but can be exchanged for other items, or exchanged for a voucher for ‘Alyssa Smith Jewellery’ to the amount of the jewellery’s worth, for up to 28 days of the order date.
The total refund will be minus any postage and packaging paid, if applicable.
Exchanges of goods for vouchers, or alternative jewellery can only be made within 28 days of receiving your order. After 28 days have passed, we will not be able to accept any returns for exchanges.
We do not issue refunds for ‘postage and packaging’ on items that have been returned to us for a refund, where paid.
We may refuse a transaction for any reason or refuse service to anyone at any time at our sole discretion.
No refunds will be offered on any piece of bespoke jewellery at any time.
Due to hygiene reasons, we are unable to accept any refunds or exchanges on pierced ear earrings, including drop earrings, hoop earrings and studs, unless there is a fault with the item. Any fault must be reported immediately, and returned to us within 7 days of reporting the fault.
Returning an item with an altered chain length
If you have placed an order with Alyssa Smith Jewellery but have specified to have a different size than is offered as standard on your necklace, bracelet or anklet, please be aware that this will make the item bespoke, and non returnable.
No refunds or exchanges will be given on any item that has been purchased and altered in size or colour. Please do get in touch if you would like to find out whether your item is returnable or not before purchasing.
If you have ordered a bespoke length of chain, differing from the options we have as standard, and it doesn’t fit, or you ordered the wrong length (these things happen!) Although we cannot offer a refund, we can exchange it for a different length for you- Please refer to our alterations and exchanges section of our Terms and Conditions.
Returning jewellery that has been personalised, altered or is bespoke
Opting to personalise your jewellery with engraving, or by changing a chain length from those we offer as standard will make your order bespoke and non returnable, and non exchangeable
Therefor it is extremely important that you check all details of your order thoroughly before committing to place the order, and notify us of any engraving mistakes within 1 hour of placing your order.
After this time, we are unable to alter your order or engraving, or altered chain length request.
Engraved items are non returnable and non exchangeable.
Items which have had the chain length altered from those we offer as standard, are also non returnable and non exchangeable.
UK Returns Address – Please only use this if you are Returning an order from within the UK or channel Islands
If you are within the UK, and would like to return your order to us for an alteration, exchange or refund, please send it to the following address. Please remember to include all relevant details inside the parcel so team Alyssa know who the parcel is from, and what the instructions are, along with your return address clearly written on the back of the package.
ASJ LTD
SPARKLE TOWERS HQ
P.O BOX 337
BALDOCK
SG6 9GB
International returns address–
Please do not use the address above if you are returning an item/order to us from outside the UK. If you are overseas and would like to return your order to us for an alteration, exchange or refund, please CONTACT US for our international returns address as it differs from the one above.
Please remember to include all relevant details inside the parcel so team Alyssa know who the parcel is from, and what the instructions are, along with your return address clearly written on the back of the package.