DELIVERY / RETURNS
How do you deliver your orders?
All orders are delivered to you free of charge, via the Royal Mail’s Special Next Day Delivery service and are fully insured to give you peace of mind. Due to the shipment method, you will need to ensure that someone is available to sign for the package at the delivery address provided. We will also provide you with a tracking code so you can check on the progress of your package, as well as sending you an email confirmation when the package is dispatched.
How long will my purchase take to arrive?
Bespoke engagement rings that have been purchased though the ring builder can take between 10-30 days to create, depending on the item. Halo engagement rings, due to the intricate work into creating the diamond settings, can take up to 6 weeks to create. Though we aim to have your ring over to you within 3 weeks, please expect up to 30 working days. When your ring is ready we send it via Royal Mail’s Special Next Day Delivery service, getting the finished product to you as soon as we can.
For readymade jewellery please expect between 5-10 days for the item to be polished, packaged and sent to your door. When your item of jewellery is ready we send it via Royal Mail’s Special Next Day Delivery service, getting the finished product to you as soon as we can.
Can you deliver to an address other than my billing address?
We understand that you may want to be discrete, so we can deliver your ring to a separate delivery address. If you want to do this please ensure that your alternative delivery address has been registered with your card provider in order to prevent fraud. Please note, all of our packages must be signed for on delivery.
Do you ship internationally?
At this time Hatton By Design does not ship internationally, we only provide our products and services to customers within the UK.
How do I return an order?
You have 14 days from date of despatch to return your order. If you feel you need to return a piece of jewellery you need to telephone our Customer Services on 0330 022 0441. You will be asked to quote the reference number that came with your order, and let us know why you wish to return the item. We will send you a return form and mailing label. Please include the return form that will be part of the package you receive. This will help us identify your purchase so that we can make sure you are refunded correctly.
Please note, that all returns are the responsibility of the customer, including the cost of the return. Hatton by Design cannot accept responsibility for loss or damage to the item during the return process. We strongly recommend that you use a reputable delivery service and insure the package appropriately.
If I’m not happy with the way my jewellery is mounted, can I change it?
If you are not completely satisfied with your piece of jewellery we would be more than happy to remount the stones for you free of charge. We can do this in a design of your choice. There will be a nominal £50 administration and processing charge. If your request requires additional metal, diamonds or labour a cost could be incurred. Please contact us to discuss your requirements.
Does my jewellery have a warranty?
Our products have a lifetime warranty that guarantees the customer against defects in crafting and manufacturing. This warranty does not cover excessive wear, abuse or physical damage inflicted by the customer. After the customer receives the product it becomes their responsibility, Hatton by Design will not be responsible for loss, theft or subsequent damages. The warranty becomes void if the product is altered, adjusted or tampered with by the consumer or another jeweller. If we deem the warranty void the product will no longer be returnable or refundable.
What is your refund policy?
Refunds will be issued in full for the original merchandise price you paid.
Subject to Terms and Conditions, we provide the option of a 14-day refund period after your purchase has been delivered. Subject to Terms and Conditions, Refunds will be issued in full for the original merchandise price you paid. We ask that you get in touch with us before you send a return item. You will be asked to quote a reference number that came with your order.
Unfortunately we cannot reimburse you for the cost of returning and insuring your purchase; we recommend you use a reliable postal service that will insure your package to the full amount of the contents.
Earrings, unfortunately, cannot be returned for health and safety reasons.
The returned item must be returned in its original condition. This includes being returned unworn and in its original packaging undamaged. The products are delivered with a security tag attached. This must still be intact and undamaged to qualify for a full refund. The diamond certificate must also be included, if not, a fee of £100 will be incurred for a replacement.
Once the item has been returned to Hatton by Design and the necessary quality assurances have taken place upon return, a full refund will be granted subject to the Terms and Conditions. Please allow 60 days for the amount to be reimbursed into your account.
Products that are bespoke and include elements of customisation and personalisation (i.e. engravings and resizes) that are the work of our own craftsmen will be considered for a refund on a case-by-case basis.