FAQs

We hope you will be thrilled with your beautiful jewellery. Every possible care will be taken to ensure that your jewellery arrives safely, but if there are any issues please use this section for advice and contact us at [email protected] if you need further advice.

Delivery

Once you have ordered your lovely jewellery, we will place it in one of our lovely Blackberry Hare gift bags or boxes for you.

Your jewellery will usually be dispatched within 5 working days using Royal Mail Signed For service. 1st class post will be used for items under £10.

If you would like your jewellery sent directly to someone else, please let us know when ordering, we will then post it directly to the recipient to the address you give us.

Unless otherwise stated, your jewellery will come beautifully presented in Blackberry Hare branded tissue paper, gift box or bag and Blackberry Hare Jewellery Sticker. Your parcel will be posted in a postal box made from recycled materials and sealed with 100% recyclable tape. Where we use any plastic packaging this will have been recycled from another purchase. Each piece of jewellery also comes with care instructions. Larger pieces of sterling silver jewellery will come with a mini cleaning cloth.

Hallmarking

All items containing Sterling Silver that are sold in the United Kingdom must be hallmarked. There are exemptions for items that fall below the minimum weight thresholds. The threshold is 7.78 grams for silver. If your jewellery weighs over this amount it will have the Blackberry Hare Hallmark from The London Assay Office

Returns

If you have changed your mind, then please contact us within 14 calendar days to organise its return and a refund or replacement. You will need to return your jewellery in perfect condition and in its original packaging. You have 14 days from the date you receive your goods to notify us that you have changed your mind.

We will be unable to provide refunds or replacements where damage has been caused by accident, neglect or misuse. We regret that we cannot offer refunds on earrings for health and safety reasons. Custom orders or commissions (i.e. those made to a requested size not generally listed on the website or with personalisation) may not be eligible for refund or exchange.

We strongly recommend that you return your jewellery using tracked delivery, and want to emphasise that jewellery is only insured in transit when posted using Royal Mail’s Special Delivery service. Any other delivery method is at your own risk and we will be unable to refund items lost in transit where they are not insured in transit.

Damaged Items

All our manufacturing work is covered for up to 6 months from the receipt of your jewellery. Should a fault occur within this timeframe, please contact us with details of the issue and photos of the fault.

If you should receive an item that is defective, damaged or not what you ordered, please contact us within 5 working days and provide an image of the damaged goods. We will help you resolve any issues as quickly as possible by arranging for you to return the faulty item to us by post. If assessed as faulty, we will either replace or refund your item. Should this occur, we will cover additional delivery costs and re-arrange delivery of a new replacement item (or refund). We will confirm the return address in writing, once you have contacted us about the fault.

If it is determined during the inspection that the damage has been caused by accident, neglect or misuse, there will be a small charge for this service, to cover the cost of the repair along with any shipping costs incurred.

Please note that we are not liable for any other jewellers work. A faulty jewellery item corrected by another jeweller voids our warranty period.
If you suspect a parcel has been damaged in transit, please open it in the presence of the Courier upon receipt of the goods. This will allow you to verify that the Goods are contained in the parcel are untampered with and undamaged. Should you fail to do this, and subsequently find the Goods are not contained therein, or have been damaged during delivery, we may not be able to claim against the Courier or against our insurers. Accordingly, if you do fail to do this, you agree that you will be solely liable for any such loss or damage and shall waive, release and indemnify us from and against any claims relating thereto, to the fullest extent permitted by applicable law.

Cancellation Policy

I’m sorry we do not accept cancellations once orders are processed.
The above does not affect your statutory rights. Once you have received your order, you have 14 days to contact us to request a refund, then a further 14 days to return the item to us. The item(s) will need to be returned in perfect, unworn condition and in their original packaging to be eligible for a refund. In this circumstance, please follow the above return instructions. Your refund will be processed within 3 calendar days of receipt of return.

Purchases exempt from both the refund and exchange policies, unless they are structurally faulty are:
● Bespoke pieces (commission work)
● Customised pieces (pieces that have been altered from their original design shown online).
● Earrings due to hygiene reasons.

Late And Lost Deliveries

If your delivery has been delayed, then please contact us and we will provide you with the tracking number to enable you to locate it with Royal Mail.

For Royal Mail Lost Deliveries:

UK Delivery – We unfortunately cannot refund or replace lost items until 20 working days after the date of dispatch as this is when the Royal Mail classifies items as being lost.
Items not received but tracked as being delivered – You can check the signature of the person that has signed for the parcel, by entering your tracking number on the Royal Mail website. Please note that we do not refund or replace items that are tracked as being delivered. For this reason, we always recommend that you get items delivered to your home address.

Blackberry Hare Jewellery cannot be held responsible for goods that are lost or delayed in transit. 

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