Delivery & returns
All Emily’s items are handcrafted, so can take 2-15 working days to create, depending if there is one in your size ready in the studio when you place your order. Please check the delivery box in the drop down menu on the product page as this will give you more specific delivery details about the piece you are interested in.
Jewellery is sent on a next day, tracked, insured delivery service in the UK and by DHL courier service (approx 3 working days) to Europe, U.S and the rest of the world. All orders are tracked and insured in transit.
Please let us know if you have a deadline – we will always do our best to meet your timescale.
Each piece is wrapped in bespoke Emily Nixon packaging. It’s like a lovely present, either for a loved one or a treat for yourself. If you’d like a particular message for the recipient we are very happy to include a handwritten postcard. There is a section called ‘special instructions’ in the checkout where you can let us know.
UK - Tracked, insured, next day service is £7.50 when you spend under £250 (Free at present)
UK - Tracked, insured, next day service is FREE when you spend over £250
Europe - International Tracked Shipping is £20 when you spend under £1000
Europe - International Tracked Shipping is FREE when you spend over £1000
Rest of the world - International Tracked Shipping is £40 when you spend under £1500
Rest of the world - International Tracked Shipping is FREE when you spend over £1500
Cancellation and returns
We hope you are delighted with your Emily Nixon piece of jewellery, but if you aren’t entirely satisfied for any reason, we are happy to offer a full refund or exchange if the piece is returned to us in its original unworn condition within 30 days of receipt of your order. (Please note our return window is flexible in the current pandemic so please don't fret if you find it difficult to get to the post office - just drop us a line or call us on 01736 887599 and we can extend the window for you). Items exempt from this refund and exchange policy (unless structurally faulty) are as follows:
- Bespoke commissions.
- Customised designs using clients' own stones.
Cancellation & return of bespoke/customised pieces
Quotations for bespoke or customised pieces that have yet to be confirmed or commenced are valid for 30 days.
Commissioned jewellery, or items that have been made to your specific requirements or with your own materials, cannot be returned unless there has been a fault in our workmanship, which will be assessed at the point of return.
A 50% deposit is required on all commissions, with the balance payable upon completion and prior to delivery.
Bespoke orders and commissions cannot be changed or cancelled once a deposit has been paid – this is your agreement and commitment to the order. The deposit will not be refunded if you choose to cancel your order once it has been confirmed and production started. In exceptional circumstances, a credit note to the value of the deposit paid will be issued, minus a design and production charge.
Designs produced from an agreed sketch or using your own materials are subject to minor alterations as necessary during the making process, and as such small deviations from provided illustrations may occur. We will contact you if substantial changes need to be made, or if materials turn out to be unsuitable for use once a commission is underway.
Full payment is required on all items prior to collection or dispatch of an order. Goods remain the property of Emily Nixon Ltd. until paid in full.