What is your usual method of shipping for domestic orders?
We currently ship all orders via the Royal Mail or DPD.
Do you ship orders 7 days a week?
We currently ship all orders Monday to Friday, excluding bank holidays.
What is your standard wait time for custom made orders?
Please see your order notification for your wait time. As this depends on the specifics of the order, we cannot apply the same wait times to all pieces. Standard wait for made to order pieces is currently 4-5 weeks.
I need my order by a certain date. Can you guarantee it?
f you need the order to be delivered by certain date, please drop us a message at firstname.lastname@example.org. We will do our absolute best to make it happen!
Can you ship my order in unmarked packaging to make it a surprise?
Due to insurance requirements, we have to include “Lelya” as the return address. The outer packaging itself is not revealing, other than a logo, however if you would like to make sure the contents absolutely stays a secret, we are happy to wrap the box in brown paper. We might also recommend shipping to a friend or your local collection point.
I will not be able to sign for the delivery, what should I do?
Please drop us a message at email@example.com and we will either make sure the parcel is held at your local collection point or will advise when re-delivery attempt will be made.
Can I order online and pick up in person?
We don’t have a traditional brick and mortar store front. Our studio is currently is not currently open to the public.
What is the usual lead time for your products?
As all our rings are made to order, the lead time is between 4-5 weeks. Our ready to ship items are usually dispatched the next day and are available for next day or two day delivery, depending on the level of Royal Mail or DPD service at your postcode.
Do you offer same day delivery within mainland UK?
We don’t currently offer same day delivery.
What happens if my parcel is lost in transit?
All orders are insured. In the unlikely event of the parcel becoming lost, we will do everything we can to assist you. Please note that this only applies to the moment when your order is signed for upon delivery. We cannot be responsible for delivered packages that have been lost or stolen, which is why we highly recommend that you always select a delivery address that you trust.
Lost or damaged items
Once an item is entrusted to the courier, the buyer assumes responsibility for its condition and delivery. Lelya cannot be held accountable for any loss or damages incurred during transit, as these circumstances are beyond our control. For enhanced security, expedited delivery, and insurance on your items, we strongly advise selecting FedEx as your shipping option during checkout. FedEx is recommended for all orders due to its reliability.
Should your piece suffer any damage, we are committed to facilitating repairs in alignment with our established customer care and repair policies.
We urge customers to diligently track their shipments using the provided tracking number. If you have opted for FedEx and your delivery is delayed by more than two days without any accompanying explanation via the tracking system, please promptly contact us for assistance.
IMPORTANT: Please be advised that once a package is marked as “delivered” by the courier, it is no longer eligible for FedEx insurance coverage. For instance, if a package is confirmed to be delivered accurately but is subsequently stolen from your premises, we are unable to file an insurance claim. To ensure secure receipt of your items, you may request a direct signature upon delivery during the checkout process. Additionally, by regularly tracking your package, you can anticipate its arrival date.
Should you be unavailable for direct receipt, you have the option to request, via phone, that the courier or postal service retains your package at a pickup location. If you opt for rescheduling or holding the package for pickup, please monitor its status if there are unexpected delays. Packages may be held at a local depot, and we are not equipped to verify this on your behalf.
International Shipping FAQ
What countries do you ship to?
We are pleased to announce that we currently offer shipping to the following countries and regions: United Kingdom, European Union, United States of America, Canada, Australia, China, Hong Kong, Iceland, Japan, New Zealand, Singapore, South Korea, and the United Arab Emirates.
If you do not find your country on this list, it may be due to specific import regulations that govern your country, often relating to the prohibition of jewellery imports.
We understand the nuances of international shipping and are here to assist. Should you have any queries about shipping possibilities to your location, we encourage you to reach out to us via email. Furthermore, if restrictions prevent shipping to your country, we are open to arranging shipment to friends or family located in a permissible country on your behalf. Please email us to explore this option further.
We entrust Royal Mail with our standard shipping and FedEx for expedited deliveries. For custom orders, we kindly ask for your patience as the crafting of your unique piece may necessitate 4-6 weeks. This duration may slightly extend during peak seasons or, conversely, reduce if circumstances permit.
For selections from our “Ready to Ship” collection, preparation and dispatch of your order are anticipated within 1-3 business days, unless specified otherwise on the individual product description. Orders placed during our festive hiatus, particularly the two-week recess around Christmas, will be processed and sent off subsequent to our return. For clarity on specific holiday dates and temporary closures, we invite you to visit our FAQ page.
We operate from our base in Alva, Scotland, and are dedicated to ensuring your piece reaches you in a timely manner, considering the detailed craftsmanship involved.
Please be aware that if your tracking information does not show immediate updates or appears unavailable after your order is shipped, it may be due to a slight delay in the courier's processing. Such delays are not uncommon, particularly during high-volume periods. Typically, there is no cause for concern unless the package remains undelivered for several days. We suggest checking the tracking information again after a day or two, as it is likely to be updated by then.
Should you encounter difficulties in tracking your FedEx package online, we recommend directly contacting FedEx for the most current updates.
We encourage customers to monitor their shipment actively to stay informed of the delivery status and any potential customs clearance requirements. Please note that it is not within our responsibility to track shipments on behalf of customers. In instances where additional information is necessary for customs clearance, it is imperative to contact us via email at your earliest convenience for assistance with the process.
Prompt communication and action are essential, as unnecessary delays in customs clearance could result in additional charges imposed by your local border control agency for holding a package.
Customs and duties
It's important to note that customs processing can sometimes cause a brief delay in your shipment's arrival as authorities may hold shipments at the border for a few days. This is a standard procedure that may add to the overall shipping time. Furthermore, any associated brokerage fees, duties, or taxes levied during customs clearance are the sole responsibility of the recipient.
We respectfully advise that inquiries related to invoices for taxes or duties from FedEx or the post office should be addressed by the buyer, as these charges are statutory obligations accompanying the purchase of goods, whether bought locally or internationally.
On rare occasions, packages may be subject to inspection by your country's border control agencies, contributing to additional wait times. These delays vary by country and are beyond the control of both the courier services and our team. It's important to understand that border agencies operate under government jurisdiction, independent of commercial entities and shipping providers, and adhere to their own set of regulations and timelines.
Refused shipments returned to us by the courier
In instances where a package is returned to us due to the recipient's refusal to accept, failure to retrieve from the courier or postal service, provision of an incorrect address, neglect in completing necessary customs documentation, or any other related reasons, the package will be retained upon its return. It is incumbent upon the customer to undertake all responsibilities related to the receipt of the package, including settling any duties or taxes and completing required customs procedures.
Should you need the package reshipped, it is essential to initiate contact with us through email to arrange for the shipment. Please be advised that all associated costs, encompassing both the original and return shipping charges, will be borne by the customer.
Our responsibilities do not extend to packages that encounter delivery issues arising from:
- Repeated unsuccessful delivery attempts.
- Incorrect delivery address submissions.
- Failure on the customer's part to rearrange delivery or collect the package from the designated courier or post office.
- Customs clearance delays resulting from the tardy submission of required additional documentation, as per FedEx's request.
In the event of a package return, our protocol aligns with the aforementioned 'Refused Shipments' policy, inclusive of associated return shipping fees. We must emphasize that customers are solely accountable for handling customs duties, taxes, and associated fees, along with ensuring the clearance of their packages with all necessary documentation. Additionally, our capacity to monitor your shipment, particularly outside of Canada, is limited. Should there be a delay in the arrival of your package, we recommend contacting your local courier or postal service directly for updates.
While we endeavor to provide assistance during the customs clearance process as a courtesy, the onus ultimately falls on the buyer. When shipments are facilitated through FedEx, they will initiate contact should further information be necessary for customs clearance. It is incumbent upon the recipient (importer) to actively track the shipment and liaise with their FedEx broker. Should additional documentation be required, please reach out to FedEx to acquire your broker's contact details.
Please note, our services do not extend to tracking shipments, completing customs documentation on your behalf, providing detailed customs clearance guidance, or issuing reminders for package clearance. For detailed inquiries, FedEx representatives can offer the necessary assistance. We urge prompt action regarding your package clearance, as customs typically retain packages for only a brief period before considering them 'Refused' and returning them to the sender.