- Delivery Information
- Returns & Exchanges Policy
- Returning Faulty Goods
- Gift Returns
- Late and Lost Deliveries
- Feedback and Complaints
- Environmental & Ethical Policy
- Online Security
Your parcel will need a signature on arrival. Unfortunately we cannot send to an unmanned PO BOX. For delivery information please see here.
All UK Next Day orders are sent via DHL or DPD. You will be sent an order confirmation with a tracking number and details of how to track your parcel.
All UK Standard orders are sent via Royal Mail and need to be signed for. You will receive an order confirmation email only. Delivery takes between 2-3 working days – if you experience delays give us a call on 020 3397 5880.
All orders being dispatched to the EU are inclusive of VAT (20%).
Non EU orders are exclusive of VAT (20%). This is removed from your order at the checkout.
*Please be aware that any duty and taxes that may be due in the country of destination, are the responsibility of the customer.*
Your order will be dispatched in an unbranded external envelope.
Jewellery is packaged in a Kaytie Wu branded jewellery box, which is packaged in a protective external carton box.
All gift vouchers will be sent in a rigid envelope to help prevent damage whilst in transit.
You will also receive an Certificate of Authenticity with the finer details about the jewellery you have purchased.
RETURNS AND EXCHANGES POLICY
Please note that earrings are excluded from the refund policy due to hygiene reasons, according to relevant UK/EU regulation. We are unable to refund or exchange any earrings purchased at Kaytie Wu. For the returns and exchange policy please see here.
RETURNING FAULTY GOODS
In the rare event that goods are delivered faulty or damaged please contact our customer services department on +44(0)20 3397 5880 or email firstname.lastname@example.org, so we can arrange a replacement or a refund. If the package you receive is damaged or open please do not accept the delivery and contact customer services immediately to arrange a replacement. We will bear the costs of postage to return the goods and issue a re-delivery.
Faulty items will only be accepted for return if the goods have been delivered to the customer damaged, or if a manufacturing fault occurs within the 6 months after delivery. All items that are returned as faulty will be assessed by Kaytie Wu , and any item displaying damage that is deemed to be a direct result of fair wear or accidental damage will not be accepted as faulty.
If you have received an item as a gift, we will happily offer an exchange for an item of the same or greater value.
Please note that the above terms still apply to all exchange requests.
Online Order Cancellation
If you wish to cancel an order placed online, please phone our customer service team on 020 3397 5880
Please note that orders can only be cancelled if they have not already been dispatched. If your order has been dispatched, then we are unable to redirect it, so request that you follow the above return instructions upon receipt. Providing that a Return Number has been requested within 7 days of receipt, then your original postage costs will be refunded along with the full cost of the item.
The above does not affect your statutory rights.
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 locate it with Royal Mail.
We cannot refund or replace lost items until 20 working days after the date of despatch (30 days for international items) – this is when the Royal Mail classes items as being lost.
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. You can check the signature of the person that has signed for the parcel, by entering your tracking no on the courier’s website. Please note that we do not refund or replace items that are tracked as being delivered. For this reason, we always recommend that you get items delivered to your home address.
Kaytie Wu cannot be held responsible for goods that are lost or delayed in transit.
Goods are charged at price shown on the product pages on the date the customer places the order and are inclusive of VAT. Errors and omissions are accepted. Orders will be processed at our published prices at the time of order, and can not be changed due to promotion at later time. All prices are stated in British Pounds Sterling £GBP. If you are purchasing from outside the UK, currency exchange rates and credit card charges may make a difference to the amount billed on your credit card.
We may from time to time offer promotional discount codes (either directly or via third parties). These codes may only be applied to purchases of full-price items and cannot be used in conjunction with any other offer or discounts.
FEEDBACK AND COMPLAINTS
We always welcome feedback from our customers as it enables us to improve our service. If we should receive a complaint about any part of our service, by phone, email or letter, then it will be dealt with promptly. Please contact us here.
ENVIRONMENTAL & ETHICAL POLICY
As a company, we take our environmental responsibility seriously. We are equally serious about doing things right and good to our customers, suppliers and partner, employees and investors.
We do not store financial information like credit or debit card numbers on this site. All transactions are handled by a secure online independent payment service provider. We accept payment online by Visa, MasterCard and American Express via the secure payment provider, Stripe.
Services and Conditions of Use
As part of our service, we agree to provide you with information and other services that we may decide to offer, subject to the terms of this agreement. Upon notice published through the service, we may modify this agreement at any time. You agree and continue to agree to use our services in a manner consistent with all applicable laws and regulations and in accordance with the terms and conditions set out in the policies and guidelines outlined below. Please note that you will be referred to as ‘customer’ in this agreement.