Customer Services

Delivery Information

Free Delivery - we send our free delivery items by Royal Mail 2nd class post, which is generally delivered in 2-3 working days from the date of despatch. Some orders may require a signature on delivery. Please note that this is not a guaranteed delivery period, so for time-sensitive items we strongly recommend using our express or nominated day service.

UK Express or Nominated Day Delivery - is complimentary for orders over £100 (excludes Saturday delivery). Otherwise it costs £5.95 per order for delivery Monday-Friday and £7.95 for delivery on a Saturdays. Your order will be sent by Royal Mail Special Deliverywhich will ensure delivery before 1pm on the chosen date. This service requires a signature on receipt.  Delivery to some remote areas of the UK such as the Highlands and Islands may take longer, so we cannot 100% guarantee delivery within the chosen timescale to these areas.

International Delivery - tracked priority delivery is complimentary for orders over £150. Our standard non tracked service costs £1.95 per order. This service is non tracked and does not require a signature. International tracked priority delivery costs £6.95 per order. We send our international packages by Royal Mail International Signed For or Airsure depending on the destination country (click here for more information). This service may require a signature on receipt. All these items are tracked until they leave the UK – and in some cases on arrival in the destination country. When the item reaches its destination country it is handed over to the local postal service for delivery through their regular registered service. A signature may be taken at the delivery address which means the item is not left unattended or posted through a letter box. If no-one is available to sign for the item, then it will be retained by the postal administration for a subsequent delivery attempt or collection by the addressee.

We endeavour to keep adequate stock of all items listed on our website, however in the event of an item being out of stock you are entitled to choose either to wait until it arrives back in stock, or to cancel your order. If an item you order should be out of stock we will advise you as soon as possible.

All payments must be received and authorised before shipment.

Packaging

Most items are sent to you in the designers packaging e.g. a jewellery pouch or box. You can check the product description for details of packaging. Please rest assured that we always package our items securely and safely. In the interests of the environment we keep packaging materials to a minimum.

Ordering Online

Ordering Online with us is safe and secure.

We employ a method of interaction with our visitors that does not compromise credit card information. This online system is 100% secure.

We encourage you to feel comfortable using your credit or debit card to conduct commerce on our site.

Return / Refund Policy

We operate a 14 day hassle free returns policy. To request a return, exchange or refund please complete our returns form. If you are not completely satisfied with your purchase, simply return the item or items to us in their original, unworn condition within 14 days of receipt (within 21 days of receipt for international customers) . Please note that your return should be received by us within this period. We will issue a refund within 28 days. We can accept returns of earrings if they have not been removed from the sealed bag they were sent in. If you should receive a faulty or damaged item, please notify us within seven days. We will not process claims for goods received as faulty after this period of time.

To arrange a return, or if the item you received is faulty or is not what you originally ordered, please complete our returns form. When we receive this email we will reply with a Return (RMA) number and details of how to return the product(s). We aim to respond within 24 hours. We will respond as soon as we can. We do not accept unauthorised returns.

The item is your responsibility until it reaches us. For your own protection, we recommend that you request proof of posting when returning the item, or you may wish to select a delivery method that insures you for the value of goods that you are returning. We cannot be held responsible for returns that are lost in transit.

International Customers - If you are returning an item to us for a refund or an exchange then the cost of returning the item to us is your responsibility.

All products to be returned must be carefully repackaged with their original packing with tags attached and be in an unworn condition. We will not refund goods that have been worn, do not have their original packaging or show obvious signs of abuse. Goods that are returned to us without their original packaging will be refunded less a deduction of 10%. Goods that show obvious signs of wear or abuse will be returned to the buyer.

Returns received outside the returns period time frame are accepted at the discretion of Accessories Online and can only be refunded as a store credit.

In the interests of fraud prevention, your refund will be issued by the same method that you paid. Goods are refunded within 30 days.

Late and Lost Deliveries

If your delivery has been delayed, then please contact us and we will provide you with the tracking number to enable you to chase it up with the Royal Mail. Quite often, a delivery attempt has been made but a card has not been left. Any order discrepancies relating to missing/lost items must be reported to us in writing via our contact form within 24 hours of receipt of your order.

We cannot refund or replace lost items until 15 working days after the date of despatch (25 working days for international items) - this is when the Royal Mail classes items as being lost. If your item is time sensitive, we recommend the use of our next day delivery service.

We can't resend orders until they are classed as lost. In this situation you might want to place an second order for the goods. Then, if the first order arrived/was classed as lost we can refund you for it once the time period above has elapsed or the goods have been returned back to us.

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, 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 cannot refund or replace items that are tracked as being delivered. For this reason, we always recommend that you get items delivered to a secure address.

Accessories Online cannot be held responsible for goods that are lost or delayed in transit.

Delivery of goods to an incorrect but deliverable address as provided by the customer is the responsibility of the purchaser. Delivery to a non-existent address is also the responsibility of the purchaser. Refunds will not be processed for lost or delivered goods when an incorrect address has been provided. Please always check your details are correct before placing an order.