Provided the jewellery you order is in stock we aim to dispatch within 7 working days, but more often than not we will post your item the day after you purchase from the website. If there is an issue with the item your order, for example it is out of stock or the size is not available we will notify you immediately either by email or phone.
Postage for all UK orders is charged at £5.00 and will be sent via ‘DHL Express’.
Postage is free on UK orders over £500.00 (and of course, our digital gift cards).
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 you will need personal ID showing your address.
All international orders are charged at the rates below, and will be sent using the ‘DHL Express Worldwide’ service.
Europe – £15.00
USA – £15.00
Rest of the World – £25.00
Please note we cannot send orders to Russia with DHL, they will be sent with Royal Mail’s International Tracked Service.
When orders shipped internationally reach the destination country, they may be subject to customs clearance procedures, which can cause delays. Any customs duties are the sole responsibility of the customer.
European shipments may be subject to customs duties and import taxes upon entry into the country of destination over which we are unaware. Tilly Sveaas LTD cannot be held accountable for any of these customs duties and import taxes. You should contact your local authorities to take notice of these fees and the respective values that differ from country to country and over which we have no knowledge. It will be your sole responsibility to claim such import charges back from the applicable authority in your country.
On Demand Delivery
We use DHL’s On Demand Delivery service. With On Demand Delivery, you will be notified via email or SMS about a shipment’s progress. Yous can then select the delivery option that best suits you requirements via the On Demand Delivery website.
In the unlikely event that you are unhappy with your purchase, you can return the items to us within 14 days of receipt of order and we will be happy to offer you either an exchange or full refund minus any postage costs, providing the goods are returned in perfect condition and in the original packaging.
During the Christmas period, when jewellery may have been purchased as a gift, we will accept returns until 11th January. Items must be returned in their original packaging, together with the order number.
Special Orders, which means that the item will be made or customised especially for you, cannot be exchanged or returned under any circumstances. For reasons of hygiene, we are unable to offer exchanges or refunds on earrings.
Please note we cannot accept altered jewellery back for exchanges/refunds.
When you return your items to us, please ensure you enclose your name and address and whether you require a refund or an exchange. Pack the items back in the original packaging and send it back to: Returns, Studio 3, Fairbank Studios, 75-81 Burnaby Street, London, SW10 0NS
We strongly recommend that you send your order back to us by recorded delivery. We cannot accept responsibility for parcels lost in the post. A refund will be issued within 7 days if the item is in its original condition and all the information referred to above is received. The credit card used for the original purchase will be credited with the original price. For all returns, except where the item is faulty, you will be required to arrange and pay for the return of the products to us.