FAQ

Do I have to pay Duties and Taxes?

International orders may be subject to customs or import duties once the order reaches its destination country. Unfortunately, we do not provide custom clearance services and do not cover the cost of import duties and taxes. As import duties and taxes vary from country to country, we recommend you contact your local customs office for more information before placing your order.

Can I pick up my order? 

We currently do not provide a click and collect service

Where we don't Ship to?

We currently ship to all countries, excluding the below due to custom restrictions;

Can I change/cancel my order once placed?

Once an order has been placed, we are unable to make any changes or cancel your orders. You can return your order once you have received it, please find further details in our Return Section

Can my parcel be redirected?

We are unable to redirect orders once they have been dispatched, so please supply an address where you will be available to sign and receive your order. If you wish to redirect your parcel, please contact the courier company with your order directly

Can I delivery to a PO Box Address?

We are unable to delivery to PO Box numbers, BFPO addresses, mail-forwarding addresses and temporary residence addresses. This is to ensure the undamaged delivery of your Refined Designers order and that all our orders require a signature for delivery. 

Free Shipping?

We offer Free next day delivery to all UK mainland customers with the exception of Northern Ireland.

What is your returns policy?

Our policy lasts 14 days. If 14 days have gone by since delivery, unfortunately we can’t offer you a refund or exchange. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. Several types of goods are exempt from being returned. Earrings are not eligible for returns for hygienic reasons. To complete your return, we require a receipt or proof of purchase.

How do I return an item?

To return your product, please mail it to: 8 Bracknell Gardens, Flat 3a, London NW3 7EB. If you are returning an unwanted item that is not deemed as faulty, you will be responsible for the cost of the return postage and will be refunded for the price of the item only. This does not include the original shipping costs. Depending on where you live, the time it may take for your exchanged product to reach you may vary. Please refer to our full refund policy for more information.

Can I change my delivery address?

Yes, you can change your delivery address if you get in touch with us before your order is shipped. Send us an email with your order number and address details to devrim.toyran@refineddesigners.com

Is VAT charged online?

Yes, VAT is included in the price listed on each product.

What is the best way to care for my jewellery?

A lot of hard work and devotion has been put in to crafting your jewellery so please handle your intricate piece with care. Silver will naturally oxidize over time and if exposed to substances such as perfume, hairspray, chlorine, sulphur and salty water it will occur a lot faster. We suggest polishing your jewellery regularly using a non-abrasive silver cloth to prevent tarnishing. We also recommend storing your jewellery in its box away from other metals and stones to prevent scratching.

What does gold-plated mean?

This refers to pieces of jewellery made from different materials and clad with a thick layer of gold (18-24K as noted in details). Our technique makes the jewellery virtually indistinguishable from gold and guarantees that the gold finish will not come off given proper care and use.

What if want to ship outside of the UK?

International deliveries can take 3-8 business days to ship. Shipping costs are calculated at checkout and can depend on where you live. Import Duty and Tax, where applicable, are paid by the respective customer.

JEWELLERY CARE

For information on Jewellery Care, please view our Jewellery Care section.

PRE-ORDERS

You can Pre-Order Out of Stock items online. Payment will be taken online, and you will receive an Order Confirmation email with 2-3 working days with your estimated delivery date (up to 6 weeks from order date).

Once your order has been dispatched, we will send you an email with your tracking number.

PROMO-CODES

From time to time we may offer promotional codes, either on our own website or through carefully selected partners. If you have a Promo Code, please enter it at the payment stage of Check Out where it says Promo Code. Please note, our Promo Codes can expire and therefore may need to be used within a certain time frame.

ORDER CONFIRMATION

If you can't find your Order Confirmation email, please check your junk mail or spam folders. Otherwise contact our Customer Service email devrim.toyran@refineddesigners.com and we will be able to re-send your confirmation email to you for your reference.

GIFT WRAPPING

If your Refined Designers jewellery is intended as a gift, then we are happy to gift wrap it for you. Gift wrapping is available for an additional £5.00 (per item); simply tick the Gift-Wrapping box at Check out where you can also add a message.

PAYMENT

Payment will be taken from your credit or debit card as soon as the order has been placed. If you have purchased a special order, the payment will also be taken at the time of ordering.

VAT

VAT (at 20%) is included on all orders within the UK & Europe, and is included in the listed retail price.

0 VAT OUTSIDE THE EU

VAT (at 20%) is automatically taken off any orders being delivered outside the EU. This amount will be deducted from the Total at Checkout once you have selected a country outside the EU.

PAYMENT METHODS

We accept all major payment methods including Visa, Visa Debit, Mastercard, Maestro, Electron or Solo, and PayPal.

PAYING SECURELY

At Refined Designers, we take online security very seriously. At no point do we store any financial information on our servers. Refined Designers employs trusted and reputable third-party hosting agents and payment providers to ensure the security of personal data. All credit card details that are given to us by you (the customer) are done so on a secure server using Shopify. The transfer of the purchase details from our site to Shopify are encapsulated using their encrypted and digitally-signed protocol. This uses a combination of standard methods to ensure that the information passed is secure and tamper-proof. Shopify is level 1 (the highest level) PCI DSS compliant and is regulated by qualified independent security assessor.

CUSTOMER SERVICE

Our customer service team is happy to help you with any queries you may have. Please either email us at devrim.toyran@refineddesigners.com 

Customer service is available Monday to Friday 10:00am to 4:30pm (excluding bank holidays). If you leave a telephone message outside of working hours, we will return your call the next working day.