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Delivery
My order hasn't arrived yet, what should I do?
We apologize for the delay in your order delivery. If you have any concerns, please don't hesitate to reach out to us at contact@saintandjean.com. Once your items are dispatched, you will promptly receive a shipping confirmation via email. If you opted for tracked delivery, you will also receive tracking information to monitor your parcel's progress. While we suggest selecting tracked shipping, it's uncommon for packages to go missing with Royal Mail.
How long does delivery take?
To see the details about Delivery to different countries:
SHIPPING DETAILS >
What packaging do you use?
In order to minimize wasted space and lower carbon emissions in our shipments, we have created custom small suede pouches for charms and pendants. While all necklaces come in our jewellery boxes, we have ensured that these boxes are designed to be reusable. By investing in premium packaging, we have crafted our jewellery packaging with high-quality sustainable materials. Our boxes serve as ideal travel jewelry storage solutions offering protection for your fine jewellery pieces.
Find out more about our sustainability initiatives.
What courier will be parcel be shipped with?
Currently, we exclusively utilize Royal Mail as our primary courier due to its established reliability, safety, and flexibility. Moreover, we can deliver to 230 countries and territories. We aim to broaden our range of shipping courier options in the future and will provide updates accordingly.
Tracking and Couriers
- UK First Class Tracked – Royal
- Mail UK Second Class Tracked – Royal Mail
- All International Express Services - Royal
- Mail All International Standard Services - Royal Mail
Do you ship to a PO box address?
Kindly be advised that we are presently incapable of shipping to PO Box addresses. This measure is in place to guarantee the secure delivery of your Saint & Jéan purchase.
Something is missing from my order or I have received the wrong item
We regret to learn that an item is missing from your order. Please reach out to our customer team for assistance with this matter. - Contact@saintandjean.com
How do I track my parcel?
Tracking your Royal Mail parcel is a simple process that allows you to monitor the progress of your delivery. Once your order has been dispatched, you will receive a tracking number from us via email. To track your Royal Mail parcel, follow these steps:
- Obtain Tracking Number: Check your email for the tracking number provided by us upon dispatching your order.
- Visit Royal Mail Website: Go to the Royal Mail website at www.royalmail.com.
- Enter Tracking Number: Locate the tracking section on the Royal Mail website and enter the tracking number we provided.
- Track Parcel: Click on the "Track" or "Find" button to start tracking your parcel. You will see real-time updates on the
status and location of your delivery. - Delivery Updates: Keep an eye on the tracking information to know when your parcel is out for delivery or has been delivered.
- Contact Support: If you encounter any issues with tracking your parcel or if there are delays, feel free to reach out to our customer support team for assistance. - Contact@saintandjean.com
Tracking your Royal Mail parcel ensures that you stay informed about the whereabouts of your order and its estimated delivery time.
*Please note that this does not apply to untracked shipping options.
Customs and Duties
- Our EU customers do not need to worry about customs formalities and should receive their goods without any further charges. The price payable by the customer at checkout is inclusive of all import VAT / Duties. In this respect our freight forwarder acts as an agent on behalf of the customer before the customs authorities. Please get in contact with our Customer Service team at contact@saintandjean.com should you have any issues.
- Some International orders outside of Europe may be subject to customs or import duties, additional tariffs and tax charges once they reach their destination country outside of the UK. These charges are usually automatically payable by the customer upon delivery. We appreciate this is frustrating, let us know if you have any queries or would like to discuss a recent delivery charge. We’re here and ready to help at contact@saintandjean.com
Returns
I've changed my mind, can I return my item?
You can refund or exchange any of our products within 28 days from the date of purchase.
To ensure your item is eligible for return it must:
-Be unworn
-No signs of wear or damage
-In its original condition and packaging
We don't accept returns for the following items:
-Individual Products in Sets - The products must be returned as a set to be eligible for a refund
-Advent Calendars
How to start my UK return?
Please Visit our Returns Center to start the returns process.
Return Center
Tarnishing or discoloration due to chemical contact, perfumes, bleaching, heat exposure and general wear and tear is not a fault. Please see our jewellery care instructions on how to properly care for your items.
Please note, before making a purchase that any item returned may take up to 10 days to be refunded back to you. If there is any fault with your item please notify us within 24hrs of receiving the goods.
Please note, free items must be returned with your order. If not, any free items (as part of a qualifying purchase) granted at the time of purchase will be prorated and applied to the amount of refund.
When returning items to us, please ensure the item you wish to return, is unused and in the same condition that you received it in. It must also be in the original packaging provided. Any items deemed in an unsaleable condition will be rejected as a return and the customer will be notified by email.
When returning items to us, please ensure the item you wish to return, is unused and in the same condition that you received it in. It must also be in the original packaging provided. Any items deemed in an unsaleable condition will be rejected as a return and the customer will be notified by email.
Please follow the steps below to return your parcel to us:
1. Re-pack the item in sealed bag with all packaging still attached.
2. Please attach your label and address it to us.
3. Return the package by using the Post Office counters and obtain proof of postage from the Post Office. Please do not post the package through the post box without obtaining a certificate. You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are therefore non-refundable. If you are returning an item back to us, we recommend using a trackable shipping service. We don’t guarantee that we will receive your returned item. Any items that do not reach us are the responsibility of the customer.
4. Keep your certificate of postage safe as you will need this as your proof of return.
5. Once your return is received and inspected, a full refund of the item/s (excluding any delivery charges) will be processed and a credit will be automatically applied to the original payment method. It will take up to 10 working days to refund your account, you will receive an email stating your account has been credited.
All parcels returned to us due to the customer entering an invalid/incomplete address, the customer will incur the charge of the redelivery.
How to start my international return?
As an International customer you can return your parcel using any postal service. Please note - all shipping costs are the responsibility of the customer. It’s a good idea to mark your parcel as ‘returned goods’ to avoid being charged any duties. Please also note, we do not refund international customs taxes and sales charges. The parcel remains your responsibility until it arrives with us - remember to ask for proof of postage, so if your parcel goes missing in the mail, you’ll have proof you’ve sent it. We strongly recommend using a tracked and shipped service for return as we cannot refund/exchange items that don't reach us safely
