CUSTOMER SERVICE

 Personal Shopper

Call us on +44 (0) 1787 224 986

Monday to Friday: 9am – 5pm

Email: hello@branchjewellery.co.uk

Our personal shopper is always at hand to help with any questions you may have.

Whether it is information or advice on sizing of our items or help finding the perfect gift for a loved one,
we are always more than happy to go out of our way to meet your needs.

Packaging
Your jewellery will be sent to you in a lovely Branch Jewellery branded recycled card pouch.
Please rest assured that we always package our items securely and safely.

Payment Options 
Ordering Online with us is safe and secure. This online system is 100% secure. We encourage you to feel comfortable using your credit or debit card to conduct commerce on our site.

Delivery
For UK delivery we use Royal Mail, Signed For service or next day Special Delivery.  This is slightly more expensive than some other methods of shipping, but we have found this is a very secure way of shipping and parcels are very rarely delayed or lost. We have tried cheaper delivery methods in the past, but this does come with a high risk of parcels being delayed and or not turning up at all.  We only charge the customer the shipping cost we pay and do not make any profits on shipping costs. 

Standard UK Delivery:
UK delivery is free of charge for orders over £50. (£4.50 for all orders under £50)
Standard UK delivery will be with you within 2-5 working days. 

UK Next day Delivery: 
UK next day delivery is charged at £8.50. Next day delivery orders must be placed before 2pm. Any orders received after 2pm will be dispatched the following working day.  Orders placed on Friday (Before 2pm) will be delivered on the following Monday. Orders placed on a Saturday will be dispatched on the following Monday and delivered on Tues.  

European Delivery Service:
Our European delivery service is charged at £11.49
We use DHL for our EU shipments. We aim to get your delivery to you as quickly as possible. Normally items will arrive in 5 -7 working days, but can take a little longer if held at customs in Europe.  We cover all taxes and duties on the shipment, so you won't get charged extra to receive your items.  

International Delivery Service: (This is everywhere else outside of the UK and EU)
Our international delivery service is charged at £12.95
Your delivery will be with you within 7-10 working days
Please note that any import duty and taxes incurred for shipping to certain countries are the responsibility of the customer.

Further Delivery Information
Please be aware that all deliveries need to be signed for, so please ensure there will be someone at the delivery address. If there is no-one available to sign for your delivery then the courier will leave a card with details of how to arrange a re-delivery or where to collect your package.  Please note if you are collecting your package in person from the courier you will need personal ID showing your address. 

Please note that international orders may be subject to security checks or customs processing, which can cause delays in delivery of orders.

To check on the status of an order or verify shipment, please call +44 (0) 1787 224 986

Our couriers do not deliver on weekends.

Any order placed over the weekend will be not be dispatched until the next working week.

Late and Lost Deliveries
UK delivery - We cannot refund or replace lost items until 20 working days after the date of dispatch (30 days for international items) - this is when the Royal Mail classes items as being lost.

International delivery - When items are sent to another country your parcel is often handled by more than one postal service. When we send a parcel abroad, the actual delivery of the item will be the responsibility of the postal service in the country the items are going to. Delays can often be caused by customs checks, which can sometimes take up to 1-2 weeks.

Items not received but tracked as being delivered - This frequently happens when items are delivered to places of work. In some cases, your item might have been delivered to a post room or colleague within your company and someone else will have signed for it. In these cases for a small charge, you can request a proof of delivery certificate from the Royal Mail (www.royalmail.com) by filling in a signature request form. 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.  Branch Jewellery cannot be held responsible for goods that are lost or delayed in transit.

Returns and Exchanges
If for any reason you are not happy with your purchase we are happy to exchange or refund items returned within 28 days of the date of delivery (this includes sales items).

Refunds will be issued within 21 days of your item being received using the same method of payment.

We cannot exchange or refund earrings (unless faulty) due to hygiene reasons.

All returns need to be in its original packaging, in perfect condition and unworn.

Original delivery costs will not be refunded unless the item you are returning is damaged.

If your package arrives and an item has been damaged during shipping, please let us know within 48 hours of receiving the package by email to hello@branchjewellery.co.uk or phone +44 (0) 1787 224 986.  We will check if we have a replacement item in stock and dispatch the replacement once we have received your damaged item back from you.  Your postage cost for returning the damaged item will be refunded. 

If the package you receive is badly damaged or open please do not accept the delivery and contact customer services immediately to arrange a replacement.

We do not accept any responsibility for postage costs for returned items unless items are damaged or faulty.

We do not accept any responsibility for any items that are lost, stolen or damaged in transit whilst being returned to us. We recommend you return items via an insured and reliable postal service, for example Royal Mail Special Delivery Service

All of our jewellery is guaranteed for 1 year from delivery date

Please post any returns to the address shown below using a secure method (i.e. Royal Mail Special Delivery via the Post Office)

Branch Returns
Suite 41, Blackwells House
Coggeshall Road
Earls Colne
Essex
CO6 2JX

Please enclose all original packaging, if possible please include a copy of the order confirmation, the order number or at the very least your name so that we know who the package has been returned by. Please also include a small note informing us if you wish to exchange an item or be issued a refund.

If the item was given to you as a gift and you know it was purchased directly from our website, you do not necessarily have to tell the sender that you want to exchange it.  As long as you retain all of the original packaging and you can provide us with the sender’s name, we can exchange the item for you.  Please be aware that we cannot issue refunds to anyone other than the original purchaser.

Please be aware that we cannot exchange or refund items that were purchased elsewhere (for example one of our stockists).

Privacy Promise
We are all about keeping things private.
All data collected on our website when you register or purchase from us will not be shared, we treat all personal information as fully confidential.

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Feedback and Complaints
We always welcome feedback from our customers as it enables us to improve our service. If we should receive a complaint about any part of our service, by phone, fax, e-mail or letter, then it will be dealt with promptly.

Care details
Below are some easy-care instructions to help look after your Branch jewellery and keep it in great condition:

• Store your jewellery in its protective pouch, away from direct sunlight in a cool spot when not wearing it.
• Humidity can affect the natural materials, so It is best not to sleep, shower or exercise whilst wearing your jewellery.
• Avoid dropping your jewellery onto hard surfaces as the impact can weaken or break the piece.
• Sprays and creams including soap, perfume, moisturiser, and sun cream may cause damage to the jewellery, so it is best to remove your jewellery before using any of these products.
• Oxidation is unavoidable on sterling silver and gold-plated components if slight tarnishing does occur this can be simply cleaned by rubbing the metal gently using a soft cloth.