Shipping policy

At M&M Jewellery, we want your order to arrive safely and promptly, beautifully packaged and ready to enjoy. This policy explains how we process, dispatch and deliver orders, what delivery costs to expect, and what happens if something goes wrong.

Our current shipping availability, options and prices are shown at checkout. For a quick overview of our shipping charges and estimated delivery times, please see our Shipping Policy at a Glance.

1. Where We Deliver

We currently ship within the United Kingdom. We intend to offer delivery to selected destinations in the United States and Canada once international shipping has been enabled at checkout.

Please check the delivery options available for your address at checkout. If your country or address is not available, we are unable to accept the order for delivery there at that time.

We do not currently offer delivery to EU countries.

2. Order Processing and Dispatch

We aim to process and dispatch orders promptly. Dispatch times may vary depending on when your order is placed, stock availability, weekends, public holidays and other circumstances.

Delivery estimates begin from the date your order is dispatched, not the date you place it. An order confirmation confirms that we have received your order; it does not mean that your parcel has already been dispatched.

We will contact you if we become aware of a significant delay affecting your order.

3. Delivery Times

Our usual estimated delivery times after dispatch are:

• United Kingdom: 1–3 business days.

• United States: 5–15 business days.

• Canada: 5–15 business days.

These are estimates, not guaranteed delivery dates. International deliveries may take longer because of customs processing, carrier delays, weather, public holidays or other circumstances outside our reasonable control.

The actual delivery estimate and service available for your order may depend on your destination and the option selected at checkout. We do not promise that a parcel will arrive on a particular date unless we have expressly agreed to that with you.

Nothing in this policy removes your statutory rights if an order is not delivered as required by law.

4. Shipping Charges

Shipping charges depend on the destination and the value of your order. Our current rates and free-shipping thresholds are listed on our Shipping Policy at a Glance page and displayed at checkout.

Our intended rates are:

• UK: £2.99 for orders up to £49.99; free shipping on orders of £50 or more.

• USA: £5.99 for orders up to £99.99; free shipping on orders of £100 or more.

• Canada: £5.99 for orders up to £99.99; free shipping on orders of £100 or more.

International options and rates apply only when available at checkout. The shipping charge shown before you place your order is the charge for the delivery option you select.

5. Delivery Services and Tracking

We use Royal Mail for UK deliveries, including Royal Mail Tracked 48. We intend to use tracked international delivery for eligible orders to the USA and Canada. The available service will be confirmed by the options offered for your order.

Where tracking is available, we will provide tracking information when your order has been dispatched. You can use the carrier's tracking service to check the latest status of your parcel.

Tracking updates may not appear immediately after dispatch. An absence of an update does not necessarily mean that your parcel has been lost.

6. Packaging

Every item comes in a gift box or gift bag, suitable for gifting or keeping your jewellery safe.

We take care when preparing and packing orders so that your jewellery is protected during transit. Packaging styles may vary depending on the item.

7. International Orders, Customs and Import Charges

International orders may be subject to customs declarations, import duties, taxes and other charges imposed by the destination country.

Where our checkout offers the collection of applicable duties and import taxes, the amount shown will be collected with your order. These calculations may be estimates, and carrier handling, brokerage or other fees may not be included. Additional charges may therefore still arise, depending on the destination and shipping arrangement.

Where import duties or taxes have not been collected at checkout, the recipient may be asked to pay applicable charges before delivery. We will make the available arrangements clear at checkout as far as reasonably possible.

We intend to arrange international delivery so that customers can pay applicable import charges at checkout where a suitable service supports this. The arrangements may differ between the USA and Canada. Please review the information shown at checkout before completing an international order.

You are responsible for providing accurate delivery and customs information when placing an order. Incorrect or incomplete information can lead to delays, additional charges or a parcel being returned.

8. Delivery Address

Please check your delivery address carefully before completing your order, including your postcode or ZIP code, apartment or unit number, and any other details needed for delivery.

If you notice an error, contact us as soon as possible at sales@mandm-jewellery.com. We cannot guarantee that we will be able to change an address once an order has been processed or dispatched.

If a parcel cannot be delivered because an address is incomplete or incorrect, we will review the circumstances with you and explain the available options.

9. Delayed, Missing or Lost Parcels

If your order has not arrived within the estimated delivery period, please check your tracking information first, where available. If there is no useful update or your parcel appears to be delayed or missing, contact us at sales@mandm-jewellery.com with your order number.

We will investigate the issue and, where appropriate, contact the carrier. We may need to allow a reasonable period for the carrier to investigate before deciding on the next steps.

We remain responsible for meeting our legal obligations as the retailer. Your rights will depend on the circumstances and applicable law; posting a parcel does not automatically transfer all responsibility for its delivery to you.

10. Damaged, Incorrect or Incomplete Orders

Please contact us at sales@mandm-jewellery.com as soon as reasonably possible if your order arrives damaged, contains the wrong item, or appears to be missing an item.

Include your order number and a description of the problem. Photographs of any damage or packaging may help us investigate more quickly.

We will review the circumstances and explain the appropriate next steps. This process does not limit your statutory rights.

11. Undeliverable and Returned Parcels

A parcel may be returned to us if an address is incorrect, delivery is unsuccessful, the parcel is not collected, or the recipient refuses delivery.

If this happens, we will review the tracking information and circumstances and contact you to discuss the available options. Depending on the situation, these may include arranging redelivery or discussing cancellation and a refund.

Where a parcel is returned because of information or actions within the customer's control, we will explain any proposed redelivery charge or deduction before proceeding. Any charge or deduction will be assessed individually and applied only where lawful and appropriate. We will not automatically treat every returned parcel as a cancellation or assume that every cost can be deducted from a refund.

If a parcel is returned for reasons outside your control, we will take those circumstances into account. Your statutory rights remain unaffected.

12. Cancelling an Order Before Dispatch

If you wish to cancel an order, contact us as soon as possible at sales@mandm-jewellery.com, quoting your order number.

We will try to stop the order before dispatch, but we cannot guarantee that cancellation will be possible once processing or dispatch has begun. If the order has already been dispatched, please contact us so we can explain the appropriate options.

This section does not limit any statutory cancellation rights that may apply.

13. Contact Us

If you have any questions about shipping, delivery, tracking or an existing order, please contact:

Email: sales@mandm-jewellery.com

Please include your order number so we can help you as efficiently as possible.

14. Your Statutory Rights

This policy is intended to explain our shipping arrangements clearly. It does not exclude or limit any consumer rights that cannot legally be excluded or limited. If anything in this policy conflicts with your statutory rights, your statutory rights will take precedence.