Delivery & Returns

Packaging

All orders at Emily Mortimer Jewellery are wrapped in a mint green gift box with tissue paper and shipped in padded silver envelopes. If you are sending your order as a present and would like a little note to be added please add your note at the checkout. There is also the option of adding a luxury white and silver gift bag with ribbon ties to your order for £2.50. 

Delivery Service

For all UK deliveries we use either Royal Mail Special Delivery Next Day Service or Royal Mail 1st Class or 2nd Class Signed For. If you choose Royal Mail Next Day Delivery your parcel will arrive by 1pm the following day after posting, it will be insured and someone will need to sign for it. If you use Royal Mail 1st or 2nd Class Signed For your parcel will arrive 1-5 working days after posting and someone will need to sign for it. Anything under £100.00 we would recommend Royal Mail Signed For and anything over £100.00 we would recommend Royal Mail Special Delivery. Orders over £250.00 qualify for free next day delivery.

Emily Mortimer Jewellery offers a free Click and Collect service at their Suffolk HQ. Just select Click and Collect at the checkout and the EM team will be in touch with collection availability.

If you'd like your jewellery to be sent on a specific day, please contact Emily Mortimer Jewellery directly to arrange it.

For all International deliveries we use either Royal Mail International Tracked & Signed or FedEx. Delivery with Royal Mail is between 5-7 working days and will require a signature upon arrival. FedEx International Priority takes 1-2 working days from posting and FedEx International Economy takes 2-5 working days.

For international shipping, ALL duties and taxes are the responsibility of the customers.

Please note that following Brexit, customers ordering from European Countries will be required to pay import duty taxes.  As the recipient of the order, you must pay these duties and taxes directly to the courier to release your order from customs. As we are unable to advise the exact amount, we recommend contacting your local customs office or tax authority before placing an order. 

Delivery Charges

Royal Mail Special Delivery is £7.50 to all UK addresses 

Royal Mail 1st Class Signed for is £5.00 to all UK addresses

Royal Mail 2nd Class Signed for is £4.00 to all UK addresses

  • Europe – £15
  • United States – £20
  • Rest of the World – £20

FedEx International Priority - £30 Europe - £45 Rest of the world

FedEx International Economy - £20 Europe - £35 Rest of the world

Please note delivery charges will not be refunded.

Delivery Times

If the piece you've ordered is in stock it will be sent it out within 1- 2 working days from placing your order. We aim to send items out on the same day where possible.

Sometimes due to different circumstances  we are unable to get to the post office by the next working day. If your parcel is really urgent please contact info@emilymortimer.co.uk and we will do our best to ensure your delivery arrives on time.

COVID-19 Delays

We always endeavour to send your orders out as soon as possible. However once your order is handed over to Royal Mail or FedEx it is then out of our hands. Delays are happening because of COVID-19 and that is something we are unable to control. Please be patient and please order early to avoid disappointment.

Returns and Refunds

Any item purchased ordered online can be exchanged or refunded as long it remains unworn and in its original condition. 

Please note that a request for a refund or an exchange must be made within seven working days of receiving an order to info@emilymortimer.co.uk.

Authorised returns thereafter must be returned back to Emily Mortimer Jewellery Ltd within seven working days to remain valid for a refund or an exchange.

To be eligible for a return, the item must be unworn and in the same condition you received it; only unworn items in their original box and packaging may be returned. 

Buyers are responsible for return postage costs and are advised to return items via Royal Mail Special Delivery up to the correct insured value; we regret that lost returns cannot be refunded. 

How to Return an Item

To request a return you must contact us at info@emilymortimer.co.uk before attempting to return an order. Any items returned without contacting the shop first may be exempt from receiving a refund.

Please note, the exact address will be given out over email:

Emily Mortimer Jewellery Ltd, Brightwell Barns, Suffolk, IP10 0BJ

Unfortunately bespoke orders cannot be returned and are non refundable.

We do not offer a free returns service.

Receiving a Refund

Once your return has been received, an email will be sent to inform you if a refund has been approved.  If approved, credit will be applied to your original method of payment within 2-10 working days.

Faulty Items

We take great care in making, checking and safely packaging our jewellery before it is sent out, but if you think your order is faulty, please contact Emily Mortimer Jewellery Ltd to report the fault and follow the returns information provided above.  All suspected faulty items must please be returned within 7 days of reporting the fault.

Cancellation by you

You have the right to cancel your order within 24 hours of ordering without giving reason. To exercise your right to cancel you must inform us by email info@emilymortimer.co.uk.

Cancellation by us

We reserve the right to decline or cancel any order prior to delivery if the delivery or billing address is a PO Box number, if the item you have ordered is out of stock or if we have made an error on the description or price of a piece you have ordered.