PRODUCTION TIMES

Unless otherwise specified in the item description, all our in-stock items are handmade especially for you so please allow between 3-14 working days for production from payment date. For commissions/bespoke jewellery the production and despatch time is longer - please see below: 

Commissions/bespoke

If you have ordered an item of bespoke jewellery, your finished item will be shipped to you within 30 working days after receipt of your order. Usually your jewellery will be finished before that but please let us know if you have an urgent order for a specific deadline and we will do our best to fulfil it. At busy periods [Mother’s Day, Father’s Day and Christmas] production times may be longer. If we anticipate a delay in your order we will contact you as soon as possible to notify you.

Gift wrapping

Unless otherwise stated on the item description, all items are gift boxed in stunning recycled packaging and are ready for gifting. Free gift wrapping is available which you can request at checkout.

SHIPPING

All our products are sent via Royal Mail and you are able to choose your preferred postage option at checkout. We recommend that for higher priced items you choose a shipping method that covers you for loss of the item in transit. Delivery will always be made to your billing address unless otherwise specified by you when you order.

International orders

Please specify your chosen delivery method at check-out. Please be aware that sometimes customs in countries outside the UK can delay packages by up to six weeks. It is rare but can happen so please factor this in when placing orders from outside the UK.  Buyers are responsible for any fees, VAT and/or customs charges levied on international deliveries by authorities in their destination country. Customs forms will be accurately declared for all international orders. Please check your country's customs policies for information on customs fees.

RETURNS

We are confident that you will be very happy with your purchase and will deal with any return queries quickly and fairly.  

If, however, you are unhappy with your purchase or you have changed your mind, we are happy to exchange or refund your order. If you do wish to return an item or cancel a sale please contact us within 14 days of receipt of your order.  Refunds will be processed within 14 days of receipt of the returned goods. Returned items must be unused and will need to be received in the condition in which they were sold and in their original packaging. 

We are unable to accept any returns on our commission/bespoke items unless the goods are faulty or damaged. Please inspect your goods on receipt for damage. If you are not entirely happy with your purchase please contact us within 48 hours of receipt of your goods and we will do everything possible to resolve the problem. 

Items personalised incorrectly due to the fault of the customer eg: misspellings, cannot be replaced or refunded so please double check all information added to your order.

Commission/bespoke items cannot be cancelled once production has started on an item.

For hygiene reasons we are unable to offer refunds or exchanges on earrings unless they are faulty. 

If you’d like to return an order, please send an email to upsidedowntree@btinternet.com, providing your name and order number and details of your return.

Please note that the cost and return of items is the responsibility of the customer.

Exchanges

We only replace items if they are defective or damaged. If you need to exchange an item for the same item, send us an email at upsidedowntree@btinternet.com. For hygiene reasons we are unable to offer refunds or exchanges on earrings unless they are faulty.