Dispatch Time

I aim to despatch your order as soon as possible, usually between 2 to 7 working days of receiving it. 

Please note all jewellery & hair accessories are made to order so my lead time before dispatch is 2-7 working days. This is likely to increase during busy periods such as Christmas and sale periods. 

If you need an order for a certain date, please get in touch with me before you place the order to check that I can fulfil it in time. To get in touch please email me at hello@byheatherfilby.com

 

Shipping Options

All UK orders are shipped with Royal Mail and you will receive a tracking number in the order dispatch email. 

 

 Please note there is an option to choose Royal Mail 2nd Class for greetings cards, these cannot be tracked. 

 

Royal Mail 2nd Class - £1 – Greetings Cards Only

Royal Mail 48hr Tracked - £3.50

Royal Mail 24hr Tracked - £4.95

 

I also offer FREE postage for order over £80; you will be sent a Royal Mail tracking number with your order dispatch email. 

 

Free Collection

 You can select to collect your order from my studio (Crystal Palace, SE20) at checkout. I aim to have your order ready for collection within 2-7 working days and I will be in touch when your order is ready to collect. 

I will email you with a full address and we can work out a collection time.

 

 

International Orders

I'm back open to ship internationally!!! 

All orders will be shipped via Royal Mail and tracking will be emailed at dispatch. 

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Your parcel may be subject to taxes and handling fees. Unfortunately, I have no control over this and cannot predict what they will be as they vary from country to country. Please contact your local customs office for current charges before you order, so you are not surprised by charges you were not expecting.

 

Change Shipping Address

If for any reason you need to change your shipping address, please email hello@byheatherfilby.com as soon as possible. If your order has already left my studio, I will not be able to amend your shipping address. 

 

If your order is returned to my studio by Royal Mail due to an incorrect address or re-delivery or collection wasn’t arranged, I can re-send you your order once it has arrived back at my studio. Please note, you will be required to pay for the postage cost again. 

If you no longer wish for the order, I will issue a refund, minus the postage cost once it has arrived back at my studio. 

Please note, return to senders are not sent via priority mail and may take up to 8 weeks to be returned to my studio. 

 

Returns 

If you change your mind about your order and would like to exchange or return it, please get in touch within 14 days of recieving it.

Pierced earrings cannot be returned or exchanged for hygiene reasons, unless faulty. 

Bespoke orders are also non refundable. 

To start a return, you can contact us at hello@byheatherfilby.com If your return is accepted, we’ll send instructions on how and where to send your package. 

You can always contact us for any return question at hello@byheatherfilby.com