Delivery Times & Issues
How much does delivery cost?
Delivery is free for all new orders over £100 placed from the UK and delivered within the UK. Delivery charges will apply to repairs.
Some international orders will incur delivery charges, which you will see on the international checkout of the country you are in. We do not allow purchases from one country to be delivered to a different country.
Do you always have everything in stock?
Not always. We are a sustainable company. We design and hand make everything in our London workshop. If we have your chosen design in stock, we will send it to you within 3 days of processing your order or sooner. If its not in stock we will make your design especially for you and we will talk to you about the expected delivery time.
To find out whether an item is in stock or for urgent orders please contact us at shop@stepheneinhorn.co.uk or phone +44 (0) 20 7359 4977 Monday to Friday 10am-6pm GMT. Wherever possible we will try to meet your deadline.
How long will my order take?
You will be emailed the despatch date for your order. If your item is in stock, we will send it out by the third business day from receipt of your order or sooner, depending on how busy we are. If we can post it sooner we will.
If you require your order for a special date please make sure you let us know by phoning us on +44 (0) 20 7359 4977 Monday to Friday 10am-6pm GMT or send an email to shop@stepheneinhorn.co.uk ,we will always do what we can to make sure you get what you want in the time you need.
If your item is not in stock, we will be hand making it from scratch and we will send you an expected despatch date.
If you have ordered a standard item without stones that is not in stock , we will have to make it for you and the delivery time is approximately 1-2 weeks.
If you have ordered a standard item with a stone, the delivery time maybe slightly longer possibly 2-3 weeks.
How long do bespoke orders take?
Bespoke jewellery orders, will always take longer to make depending upon what you have requested. These can take between 3-8 weeks depending on the complexity of the design. We will always let you know.
What should I do if I need something in a hurry?
If you have a particular date when your piece is needed please phone us on +44 (0) 20 7359 4977 Monday to Friday 10am-6pm GMT or email shop@stepheneinhorn.co.uk we will always do what we can to make sure you get what you want in the time you need.
How will my UK order be delivered?
Deliveries within the UK are sent via Royal Mail signed for special delivery and are delivered the following working day from dispatch. You will receive a tracking number which you can track online.
There is no delivery on bank and public holidays.
If Royal Mail finds no one available to sign for the delivery on their first attempt, they will either leave a card notifying you of this with instructions on how to proceed or attempt a second delivery on the next business day. If you have elected to have your order delivered to a business premises, Royal Mail will usually leave the package or calling card with reception.
Once the goods have left our premises we are no longer responsible for its delivery. However you have your tracking number so that you can follow your goods Via the royal Mail website.
How will my International order be delivered?
International Deliveries are sent via DHL International Signed For delivery.
This can take anything from 3-11 days depending on the territory and the service in that country.
We will inform you of the despatch date when we have processed your order, and when ready to despatch we will send you your tracking number which you can track online.
If the courier finds no one available to sign for the delivery on their first attempt, they will either leave a card notifying you of this with instructions on how to proceed or attempt a second delivery on the next business day.
If you have elected to have your order delivered to a business premises, the courier will usually leave the package or calling card with reception.
Time scales for delivery outside the UK vary from country to country.
If you need your order for a particular date please phone us on +44 (0) 20 7359 4977 Monday to Friday 10am-6pm GMT or email shop@stepheneinhorn.co.uk we will always do what we can to make sure you get what you want in the time you need.
Once the goods have left our premises we are no longer responsible for its delivery. However you have your tracking number so that you can follow your goods Via the DHL website.
I live outside the UK how will this affect my delivery.
For any orders that are delivered outside the United Kingdom, delays may be incurred as items go through your country's Customs & Excise.
How do I pay duties on my International purchase?
If you are due to be charged any local duties or taxes due to your own country's laws in relation to goods shipped from the UK, this will be shown on your order at the point of sale. Import charges and taxes vary from country to country.
If you have any problems with delivery please phone us as soon as they arise on +44 (0) 20 7359 4977 or email us at: shop@stepheneinhorn.co.uk
How can I get a refund?
In order to receive a refund, all goods must be returned to our London store in a pristine, unused and saleable condition in its original packaging with the original receipt within 14 days of purchase. Please see our Money Back Guarantee page for details.
Can I get a refund on my bespoke or customised piece?
Any item that is bespoke or that has been customised in anyway is non refundable. This includes items that have been engraved or have been altered in length, or the customer has asked for the specifications to be changed from our ready to wear collections. The £250 detailed quote charge and the 50% deposit (both charged against the total cost of your bespoke order) is non-refundable.
Repairs within the UK and International customers.
Repairs are done in the same place that we design and make all our jewellery - our London workshop.
The customer is responsible for the postage of a repair to and from our workshop.
If the repair is a manufacturing problem we will pay the postage costs.
If the repair is not our fault but simply wear and tear the customer must pay the postage costs.
For International customers repairs - there may be customs, import and export duties to pay. If there are any customs or duties that need to be paid when the item is sent back to us or then subsequently when we send back to you, that is not our responsibility and the customer must pay the charges.
It is always best to contact us first re any repairs and we can then asses the best way to receive your repair. Please email us at shop@stepheneinhorn.co.uk or call us on 0207 359 4977.