Shipping policy

Returns and Delivery Policy

We are a very small team.  We aim to dispatch orders twice a week and we pride ourselves in our responsive and prompt service. You will receive an automated shipping confirmation, and, depending on the content of your order, this confirmation will include a Royal Mail tracking number.

Obviously we hope that you will enjoy your purchase but we do accept that sometimes you will not like what you have ordered or you simply change your mind. If you have any doubts or queries about sizes we would encourage you to get in touch before you order so as to avoid disappointment. Here are our contact details; enquiries@janeaustens.house, we can usually deal with your queries by email but if your query is more specific please do give us your phone number and we will call you to discuss. We do aim to get back to you by return but sometimes the House is very busy and there may be a delay, bear with us, we value all our customers.

When can I obtain a refund?

Jane Austen’s House will be happy to refund or exchange any purchase, other than exempt and non-refundable products as identified below, within 30 days of purchase. The item must be returned in its original condition and in its original packaging.

How can I return a purchase to you?

Contact us at enquiries@janeaustens.house to let us know that you wish to return a purchase. We will get back to you within 48 hours of receiving your email explaining how to send the item back, unfortunately we will not be able to refund the cost of sending back in these circumstances. If you are still in the area you can of course drop it back with us in person, do check our opening times which are seasonal, we wouldn’t want you to have a wasted journey!

What information do you need to let us have to enable us to process a refund?

If you wish to return a purchase you could also click on the button below and complete the form and include it with your return, however please also contact us as we may be able to help. Once we receive your return we will let you know that it has been safely received and that we will be processing the refund. Please remember that it can sometimes take a while for refunds to show on credit card or bank statements. We would strongly advise that items of value should be insured as they remain your responsibility until safely received by us.

What if the item is damaged when I receive it or the goods are faulty or do not look like the product on the website?

If the item is damaged you may not need to send it back to us, a photograph may be enough. Please contact us as soon as you notice the damage by email at enquiries@janeaustens.house and include images of the packing box and the damaged item. Likewise please contact us as soon as you notice the fault or that the product does not appear to be as described on our website and in any case within a reasonable time, but not more than 30 days, of receipt. We will advise you of the best thing to do and may ask you to return it to us and will replace it, subject to us still stocking the item. In either case if a replacement cannot be offered we will refund the full cost of the order, including the costs of our standard delivery charge and any costs you may incur returning it to us up to a limit of our standard delivery charge.

Exempt and non-refundable products

Certain types of products cannot be returned like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products) or pierced earrings (for hygiene reasons). We also cannot accept any products that have been unsealed by you after you receive them.

Unfortunately, we are not able to refund Gift Cards/Vouchers.

Please get in touch if you have questions or concerns about your specific product.

Delivery
Shipping rates are calculated according to the weight of goods ordered.

(Shipping is FREE for Gold & Silver Turquoise Rings)

Deliveries in UK
Up to 100g - £3.50 (Royal Mail)
101g to 750g - £5 (Royal Mail)
751g to 1000g - £8 (Royal Mail)
1001g to 2000g - £12 (Special Delivery)
Over 2000g - £25 (Special Delivery)

For US customers - customs duties, taxes and tariffs are added to you cart at checkout. These are calculated according to the goods purchased and their tariff codes. These pre-paid customs fees will aid processing your package through customs at your destination.

Deliveries to the rest of the world (excluding EU)
Up to 100g - £7 (Airmail)
101g to 500g - £17 (Tracked)
501g to 1000g - £23 (Tracked)
1001g to 2000g - £28 (Tracked & Insured)
Over 2000g - £46 (International Courier)

 

PLEASE NOTE: Due to new regulations (GPSR) we are currently unable to ship anything to the EU.  We are working hard to resolve this, but as a small charitable business it may take us sometime to ensure we are complying fully with the regulations.

We are very sorry to all our loyal European customers, and we hope we can resume deliveries to these areas again in the future

We can make no promises about the time it will take for our product to reach you nor that it will not be delayed at the border.