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Delivery & Returns

We offer FREE delivery on all standard orders within the UK!  

We can also ship worldwide!

STANDARD DELIVERY 1-2 WORKING DAYS - FREE

We endeavour to dispatch orders within 24 hours of receipt of payment using Royal Mail. We use Royal Mail 1st Class on all standard orders which has a delivery estimate of 1-2 working days. Whilst most items arrive within this timeframe, this cannot be guaranteed – we appreciate your patience if your order takes a little longer to get to you. This is particularly relevant at busy times like Christmas.

EXPRESS NEXT DAY DELIVERY - £6.95

Express delivery orders are dispatched on the same day for next day delivery and you should receive the goods by 1 pm the following day. For express delivery, orders should be placed before 2 pm, orders placed after this time will be dispatched the following working day. Postage costs for express delivery are £6.95. Please note, express delivery can only be offered where public holidays and staff availability permit. Orders placed after 3 pm Friday will be delivered on the following Tuesday. Orders placed prior to a Bank Holiday weekend will be delivered two days after the Bank Holiday.

UK EXPRESS SATURDAY DELIVERY: £11.50

UK Orders placed before 2 pm on Friday will arrive the next day (Saturday). Orders must be placed before the 2 pm cut off point to be delivered the following day. Orders placed after 2 pm Friday will be processed on the next working day for delivery on Tuesday (Monday to Thursday - excluding Bank Holidays).

Special Delivery and Recorded Parcels will need to be signed for in person. Please ensure someone will be available at your specified delivery address to sign for your order. If you are not present at the time of delivery, the postman/courier will leave a calling card and you will be able to reschedule your delivery for a more convenient time. Once the goods have left us and are in the possession of Royal Mail or an international courier, Otis Jaxon cannot be held responsible for any delivery delays.

Please note, parcels being sent to a business address will be delivered to the designated delivery place at the chosen business address, not directly to the recipient.

Outlined below are all our shipping charges:

Standard UK Delivery: FREE

UK orders using the standard delivery option will arrive within 1-2 working days.

Next Day UK Delivery: £6.95

UK Orders placed before 2pm will arrive next day (Monday to Thursday - excluding Bank Holidays). Orders placed after 3pm Friday will be delivered on Tuesday.

European Delivery Service: £5.00

Delivery to European countries will take 5-7 working days.

North American Delivery Service: £5.00

International Delivery Service: £9.50

Please allow 7-14 working days for international delivery. International shipment times will vary depending on your local postal service. From experience, typical times are from 7-14 working days but this can be longer in remote areas.

To check on the status of an order or verify shipment, please call +44 (0)208 878 1133 or email info@otisjaxon.com

EUROPEAN AND INTERNATIONAL DELIVERY

Items for delivery outside the UK will be sent by trackable post. We will advise of the tracking number by email prior to despatch.

Otis Jaxon is not responsible for any customs or import duties when goods are dispatched outside of the UK. Please also note Otis Jaxon cannot guarantee that the sale and delivery of its goods to your particular country is permissible so please make sure you check your countries import restrictions before placing your order.

Please note that any duty and taxes that may be levied in the country of destination are the responsibility of the customer.

CANCELLING YOUR ORDER

If for any reason you wish to cancel your order prior to dispatch, please contact us at the workshop on +44 (0)208 878 1133 or email us at info@otisjaxon.com, within one hour of placing the order to arrange the cancellation. Orders cannot be cancelled after this time.

RETURNING GOODS WITHIN THE UK

If you wish to return your item for a refund or exchange, please return it to us, unworn within 14 days of purchase, in the original packaging following the steps below:

Use the address label attached to your receipt, which is addressed to us. This is not pre-paid. If you have misplaced the invoice then our address is as follows:

Otis Jaxon Ltd, Suite 105 Parkway House, Sheen Lane, London SW14 8LS.

Place the item(s) in the original packaging and seal securely in a padded envelope. 

Return your order to us via whichever method you feel appropriate, and obtain proof of postage. Returns costs are to be covered by you the buyer, and it is your responsibility to ensure we receive your return safely. Please note: We do not accept liability for returned goods once in the hands of the Post Office or courier company. You are responsible for any carriage costs incurred in returning your jewellery and you will not be refunded for original postage costs where applicable for exchanges or unwanted goods.

RETURNING GOODS FROM OVERSEAS

Please follow the above steps, however, you may wish to choose a secure service for returning your jewellery as we cannot be held responsible for returned goods in transit.

Once we have received the item(s) a member of our team will contact you to confirm receipt of the parcel. Please be aware that international customs duties and sales taxes are NOT refunded for shipments outside the European Community (EU). Please note that unauthorised returns/exchanges may be returned to the sender. Returns received outside the above time frames are accepted at the discretion of Otis Jaxon. Returns Policy for items on sale - Same returns policy as above

EXCHANGING YOUR JEWELLERY

If you would like to exchange your purchase for an alternative item, please contact us on +44 (0)208 878 1133 or email info@otisjaxon.com - alternatively you can call one of our team for advice on a more suitable item.

Exchange items can only be dispatched after the returned goods have been received and have undergone a quality control check.

Alternatively, if you see something you simply must have, you can make your purchase by phone or online and we will refund your original item when it is returned to us. Please note for reasons of health and hygiene earrings cannot be returned or exchanged unless they remain in the sealed plastic bag they are supplied in.

GIFT RETURNS

If you have received an item from Otis Jaxon as a gift you can of course return it for exchange. This must be done within the parameters outlined in this Returns Policy. Please call us on +44 (0)208 878 1133 to arrange your return.

RETURNING FAULTY GOODS

Faulty items will only be accepted if the goods are delivered to the customer damaged, or if there is a subsequent manufacturing fault within a period of 6 months after delivery. All items returned as faulty will be inspected, and any item displaying damage deemed to be a result of fair wear and tear will not be accepted as faulty.

NOTE

Your statutory rights are not affected.

EARRINGS

Please note that due to reasons of hygiene we do not normally exchange or refund earrings.

PERSONALISED JEWELLERY

When ordering personalised jewellery, make sure your order is 100% accurate for your personalisation requirements. Orders cannot always be changed once in production, and cannot be returned due to mistakes on your order. You may return or exchange your personalised order but we cannot be liable for costs incurred in personalising the jewellery.

RECEIVING A REFUND

Items can only be refunded after the returned goods have been received and have undergone a quality control check. If a customer handles a product inappropriately or unreasonably while it is in their possession, Otis Jaxon can deduct the reasonable value of any damage caused by this from the refund amount. Handling is described as “inappropriate” and “unreasonable” if it is anything other than what is required to establish the nature, characteristics and function of the product. For a return, this also includes when the product is in transit back to the seller.

Refunds will be made within 14 days of the receipt of the returned item(s). The cost of any undamaged and unworn products, correctly returned will be credited to the original purchaser's credit card. As previously stated, international customs duties and sales taxes are non-refundable for shipments outside the European Community (EU). Postage costs are non-refundable on unwanted and exchange items.