Shipping policy

Dispatch & Production Times

All Clementines jewellery is made to order.
Standard designs require approximately 5 weeks of production time.
Bespoke pieces and complex designs require 8–12 weeks.

Production timelines may vary depending on materials, workshop capacity, and seasonal demand.
We will notify you if additional time is required.

UK Shipping

All Bespoke UK orders are shipped via Royal Mail Special Delivery (Next Working Day by 1pm).

This service includes:

  • full tracking
  • signature on delivery
  • compensation cover up to £750 as standard

For higher-value orders, additional insurance can be arranged upon request before dispatch.
Please contact us prior to shipment if you require enhanced coverage.

International Shipping

All international orders are shipped via DHL Express Worldwide.

This service includes:

  • full tracking
  • signature on delivery
  • secure handling for jewellery shipments

Delivery times vary by destination but typically take 2–7 working days once dispatched.

Customers are responsible for ensuring their shipping details are submitted accurately to avoid delays or misdeliveries.

Duties, Taxes & Import Fees

For international orders, duties and taxes are calculated at checkout (DDP where applicable) so that parcels clear customs smoothly with no unexpected fees upon arrival.

Customers are responsible for complying with their local import regulations.

Courier Responsibility & Delays

Once a parcel has been handed over to Royal Mail or DHL:

  • Clementines is not liable for delays caused by the courier, customs, local delivery issues, service strikes, or uncontrollable external factors.
  • We will assist in tracking and communication with the courier, but delivery timings cannot be guaranteed.

If a parcel is delayed, lost, or misrouted, we will help initiate an investigation or claim where applicable.

Lost or Missing Parcels

Royal Mail and DHL policies determine eligibility for compensation in loss cases.

If a parcel is confirmed lost by the courier, Clementines will:

  • assist in filing the claim, and
  • offer a replacement or reimbursement once compensation has been approved by the courier.

Clementines is not liable for parcels marked as “delivered” by the courier.

Signature Requirement

All shipments require a signature upon delivery.
By placing an order, you acknowledge that someone at the delivery address will be available to sign.

If a parcel is returned to us due to missed delivery attempts, re-shipping costs will apply.

Incorrect or Incomplete Addresses

Customers are responsible for providing accurate and complete shipping information at checkout.

If a parcel is returned or delayed due to an incorrect address, additional fees may apply for re-delivery.

Shipping Updates

Customers will receive a dispatch confirmation and tracking number once the order has been shipped.