Delivery & Returns

Delivery Information

Every ALW piece is handcrafted and often made specially to order. Items listed as being in stock will take 3-4 working days for dispatch and delivery. Items listed as made-to-order can take between 1-4 weeks depending on the design and finish. We will let you know if there’s likely to be any variation to this as some pieces, such as bespoke commissions, require a lot more attention than others.

If you require something urgently, please email amy@amylouisewood.co.uk to find out if this can be arranged.

We use a trackable delivery service and in most cases, a signature will be required on delivery. We’ll email you to let you know your order is on its way. We won’t deliver to your next door neighbour if you’re out and we won’t leave it near your door either. To keep your order safe we’ll deliver to your delivery address only.

UK Delivery

We offer two options for delivery depending on the size and quality of the item; both require a signature upon receipt and are usually delivered the day after dispatch (dependant on Royal Mail’s busy periods). Please note that your parcel is only insured with Royal Mail Special Delivery.

  • Royal Mail 1st Class Recorded – £2.00
  • Royal Mail Special Delivery – £6.00

International Delivery

We offer two options for international delivery; both require a signature upon receipt and delivery times can vary. Please be aware that customers are responsible for paying any duties, taxes or custom charges.

  • Royal Mail International Tracked – £12.00 (estimated delivery between 5-10 working days from dispatch)

  • Parcelforce Worldwide globalpriority – £35.00 (delivery within 3 working days)

Delays

In the event of any delays, please use the tracking number provided in our dispatch confirmation e-mail. We are unable to refund or replace lost items until 20 working days after the date of dispatch, as per Royal Mail’s terms regarding lost items. We cannot refund or replace items that have been marked as signed for. All items are securely packaged prior to sending. Amy Louise Wood cannot be held responsible for items lost, delayed or damaged in transit.

Returns & Refunds

We are always sorry to hear about an item having to come back. We’ll deal with it as soon as possible but we may need to investigate, so times dealing with any returns or refunds may take up to 10 working days on arrival. Here are a few other things to remember:

Returning unwanted items

  • Earrings cannot be returned due to hygiene reasons.
  • You have 14 days after delivery to have your order returned to us for a refund.
  • Bespoke, adjusted or personalised items are excluded from this refund policy.
  • If you have ordered the wrong size, please email amy@amylouisewood.co.uk within 14 days and return it to us for adjustment.
  • All returned items must be unworn, in their original condition along with the original packaging.
  • You’ll need your order number and so will we. You’ll find it on the order confirmation which was sent out to you via email. If you can’t find that, check your spam or junk folder.
  • A discretionary administration charge of £5.00 is kept for any unwanted items returned to us unless you wish to have a replacement item or we can credit you.
  • You must cover the cost of returning unwanted items.
  • If you paid for an additional postage service, e.g. Special Delivery, this cost will not be reimbursed for unwanted items.
  • We do not refund postage on overseas items.

Returning faulty items

In the unlikely event that you receive a faulty item, please email to let us know so that a refund or exchange can be arranged. If possible, please include some photographs of the fault so we can advise.

  • If an item is faulty or “not fit for purpose”, we’ll repair or replace it for you as long it has been ascertained that the fault has not been caused by normal wear and tear or accidental damage, and within 6 months of the date of purchase.
  • You must cover the cost of return postage, but we will reimburse you should you wish to have a replacement.
  • For return of faulty items when no exchange is required and a refund is requested, we will reimburse you the value of the item and the cost of the original postage. Your refund will be processed upon safe receipt of the item.
  • We do not refund postage on overseas items.
  • Repair times can vary depending on the work required.
  • Items must be returned in their original packaging.
  • You’ll need your order number. You’ll find it on the order confirmation which was sent out to you via email. If you can’t find that, check your spam or junk folder. They sometimes hide in there.
  • We’ll need to know the reason for return so we can prepare for a replacement for you if that is what you wish.

Free Adjustments

If your ALW piece isn’t quite the perfect fit and needs a minor tweak, we are very happy to adjust it for you, free of charge, for as long as you own it, subject to the following:

  • Adding or removing chain links up to 2 inches to adjust the length of a necklace, and 1 inch for a bracelet.
  • Ring adjustments can be increased or reduced by a maximum of 3 sizes so as not to compromise the integrity or design of the ring.
  • You must cover the cost of return postage. We recommend Royal Mail Special Delivery as it is an insured and trackable service. We cannot be held responsible for any items lost in transit.