FAQs

1. How much is postage?
Postage is included in the item price shown. This includes postage to the UK only. At the moment, we don't post outside of the UK. 

2. When will I receive my order?
Once full payment is received the Jewellery will be sent by standard post.  All items will be sent via Royal Mail.

I aim to post all items the next day, unless it is a made to order item, approximate delivery time will be included in the listing. I am happy for orders to be picked up (postage free) from any venue I might be at - see diary for information or my home. If you live local to Winscombe, Somerset, I can hand deliver.

Should an item be sold, I will happily try to replicate the piece. But please be aware all items are bespoke, so will be slightly different from the original. This may take 2-3 weeks.

3. Do you have a returns policy?
I have a 14-day returns policy, which means you have 14 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. Worn earrings cannot be refunded due to hygiene reasons.  Although I am happy to do repairs.

To start a return, you can contact us at lucy.hornshaw@gmail.com. You will be responsible for the postage cost.  If your return is accepted, I will send you instructions on how and where to send your package. Items sent back to me without first requesting a return will not be accepted.

You can always contact me for any return questions at lucy.hornshaw@gmail.com.

4. What if an item is damaged?
Please inspect your order upon reception and contact me immediately if the item is defective, damaged or if you receive the wrong item, so that I can evaluate the issue and make it right.

Exceptions / non-returnable items
I also do not accept returns for worn earrings due to hygiene reasons. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, I cannot accept returns on sale items or gift cards.

5. Can I exchange my piece?
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. Earrings cannot be refunded due to hygiene reasons.
6. Do you do refunds?
I will notify you once I have received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.

If more than 15 business days have passed since we’ve approved your return, please contact us at lucy.hornshaw@gmail.com. If you have any questions, please ask, I am happy to help.
7. Are you environmentally friendly?
I care passionately for our world, with this in mind packaging is kept simple and recycled wherever possible. I strive to be as plastic-free as possible. All waste metal and scraps are repurposed or recycled, so I am zero waste!

The silver in silver clay is reclaimed silver, so environmentally friendly. The recycled pods collection is made from used coffee pods, so again eco friendly. Beads, seed beads and semi-precious stones have are recycled beads whenever possible and the leather & wood I use has had a former life.

Lucy Hornshaw Collections