Delivery & Returns

Delivery Costs

- For jewellery:

UK Shipping: £10 or Free for orders over £300.

Worldwide Shipping: £40 or Free for orders over £300.

- For the book:

UK Shipping: £10 or Free for orders over £300.

EU Shipping: £12 or Free for orders over £300.

Worldwide (non-EU) Shipping: £32 or Free for orders over £300.

- Same day collection available at the Hannah Martin Studio: 74a Clerkenwell Road, London, EC1M 5QA

Delivery Times

Shipping within the UK will aim to arrive the next working day on all orders in stock and placed before 2pm GMT.

EU delivery will aim to arrive within 3-5 working days.

Worldwide (non-EU) delivery will aim to arrive within 5-8 working days.

Depending on your location, you may be liable for duties and local taxes to release your order from customs.

Preorder items will indicate estimated shipping dates in the product descriptions on our website and we will email you when they are on their way.

Please note we are currently unable to deliver to Russia, Cuba, Iran, North Korea, Sudan, Syria, and Venezuela due to customs restrictions.

Order Tracking

Once your order has left us, you will receive an email containing the appropriate number to track its progress online. You can also call or email us to receive information on the progress of your delivery.

Collect from Store

The option to collect your online purchase from our showroom, allows you to make an order online and collect it directly from 74a Clerkenwell Road, Farringdon, London, EC1M 5QA.

Upon purchase the Hannah Martin team will be in touch to arrange your collection date and time.

Our showroom is open Monday – Friday 10am – 6pm. We offer our collection service at weekends and before or after showroom hours if requested.

Collection Availability:

The majority of orders will be ready to collect by 2pm next day but should a piece need resizing or be made to order, your order will need more time before being collected. The HM team will advise you accordingly.

How to place a collection order:

Simply shop online as usual. When you go to the online checkout, select ‘Collect from Store’. Thereafter the HM team will be in touch using the contact information you have provided.

We’ll email you when your order is ready for collection:

When your order is ready for collection, we’ll send you an email to let you know it is ready to be collected.

What to bring when you come to collect:

When you come to collect your order, please bring:

– The email we sent saying it’s ready for collection – as a print-out or on your phone, tablet or laptop.
– A bank card or some photo ID. If you paid with an American Express card, please bring it.

Someone else can collect it for you:

On the condition that you have authorised someone to collect on your behalf with an email to studio@hannahmartinlondon.com. The person collecting will be required to bring the email we sent saying your order is ready for collection.

Taxes & Duties

For all international orders, the recipient will be subject to any import duties and taxes imposed by local authority.

For any queries please contact our Client Services team for assistance with your specific enquiry.

Insurance

Hannah Martin insures each purchase during the time it is in transit until it is delivered to you and signed for by you.

If you have specified a recipient who is not you for delivery purposes (for example as a gift) then you accept that evidence of a signature by them (or at that delivery address) is evidence of delivery and fulfilment by Hannah Martin and transfer of responsibility for your purchased goods passes to you.

If for any reason you are unable to sign for your delivery in person, or choose to waive the signature in any other way, you agree to our terms and conditions and take full responsibility for any loss or damage that may occur.

Important Notes About Shipping

We will deliver the goods ordered by you to the address provided at the time of order. It is your responsibility to ensure that the delivery address you give us is accurate and that there is somebody to sign for and take delivery of the goods.

You will become the owner of the goods you have ordered once they have been dispatched to you. Once goods have been delivered to you they will be held at your own risk and we will not be liable for their loss or destruction.

If your order is returned to us because the courier or postal service could not complete the delivery to you for whatever reason, then you will be responsible for the repeat delivery costs.

Liabilitiy

If the goods you receive are not what you ordered or are faulty, we shall have no liability to you unless you notify of the problem within 7 working days of the delivery of the goods in question by email or by contacting our Client Services.

Returns & Exchanges

If you are not satisfied with your purchase we will be happy to offer you a refund or exchange. We are pleased to offer a free returns service. To return your goods, you must notify us within 14 days of receiving your order and the items must be returned to us within 30 days of receiving your order. This does not affect your statutory rights.

Your right to a refund, exchange or credit is subject to:

- The jewellery remaining unworn, undamaged and in it’s original packaging

- Any security tags remaining in tact

- Hannah Martin receiving notification that you wish to return your order within 14 days and your goods being returned within 30 days of receipt.

Returns Procedure

1. Request a Returns Authorisation Number (RAN) by emailing us or calling our customer services on 0207 251 6700. You must do this within 14 days of receiving your delivery

2. Pack your item(s) securely in the packaging in which you received it. We are not liable to refund you if an item is returned to us damaged in any way.

3. Follow the instructions sent to you by email to book a return shipment. Your goods must be returned to Hannah Martin within 30 days of delivery

4. We will notify you by email when we receive your return and your refund, exchange or credit will be processed.

RETURNS OR EXCHANGES FOR CUSTOMISED & BESPOKE PRODUCTS

Personalised, customised or custom-made goods can also be returned, however due to the specific production of each piece we are unable to reimburse you with full value of the retail price.

Personalised goods, such as pieces that have been engraved, we will retain 25% of the retail price.

Customised or custom-made goods such as designs that have been produced in different materials (metal or stones for example) to those shown on our e-commerce platform, we will retain 70% of the retail price.

Bespoke products (items that have been designed and produced specifically for one client) cannot be returned, and no refunds or exchanges can be made.

Refunds

If you have requested a refund, any sum debited from you credit card, including sales taxes, will be credited to your account as soon as possible and in any event within 30 days of your order provided that each item is received by us in the supplied condition.

If you do not return the goods in the same condition as they were delivered to you, we shall be entitled to deduct the direct costs of recovering or repairing the goods from the amount to be credited to you.

Exchanges

If you have requested an exchange we will ship your exchanged goods once we have received the returned item(s).

Credit

An item may also be exchanged for a Credit Note, under the parameters outlined in this Returns Policy. Once issued Credit Notes are valid for 6 months. These can only be used to purchase goods directly with Hannah Martin Ltd either in the showroom or on this website.

Late Returns

You are responsible for the safe return of the goods in the timeframes listed above. In the event of a late return, a refund or credit offer is entirely at the discretion of Hannah Martin.

Returns must be made in one shipment, any subsequent returns from the same order may incur additional shipping charges.

Cancellation By Us

We reserve the right to cancel an order if:

1. We have insufficient stock to deliver the goods you have ordered;

2. We cannot deliver to your area; or

3. One or more of the items you ordered was listed at an incorrect price due to a typographical error or an error in the pricing information.

If we do cancel your order we will notify you by e-mail and will re-credit to your account any sum deducted by us from your credit card within 7 days. We shall not be obliged to offer any additional compensation.

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