We accept payment for orders online using Paypal which is a safe, reliable and quick way to make payments over the internet. Paypal does not charge customers a fee for the transactions made on our website. You do not need a Paypal account to use this method - simply select the option to pay without a paypal account at checkout.
If you do not wish to use this method, please email us at Orders@carrieyeo.com and we will supply you with details of how to make payment into our bank account.
We will email you to confirm your order and give you our address so that you may send a cheque. All cheques must be in UK £ Sterling. Please allow 4 working days for your cheque to clear.
Cheques are made payable to "Carrie Yeo".
We cannot despatch the order until we have received payment and the cheque is cashed. This may delay your order and is not recommended if you have an urgent order.
As all of our designs are made to order, your purchase will usually be despatched within 2-6 weeks of being ordered and will be sent via Royal Mail Special Delivery. However custom and bespoke orders may take longer to be despatched, and an estimated delivery date will be emailed to you once the order is placed.
The cost of Postage in the UK will be £5.95 for the first item and an additional £1.00 per item there after. The cost of Postage for International delivery is £10 for the first item and an additional £2.00 per item there after. Delivery is free for all orders over £150. This will be calculated during the checkout process.
If your delivery is for a wedding or special occasion please let us know the date or other important deadline such as trial with a hairdresser or a dress fitting. That way we can prioritise your order.
Please order early as we currently have a 4-6 week lead time from order to delivery. If you can't wait this long, please contact us, and we will let you know if we can get your order out to you sooner (which is usually possible).
Before placing urgent orders contact us, to ensure we can meet your time scale, as we can sometimes accommodate tighter deadlines
Once the order is dispatched we cannot take responsibility for late or non-delivery due to factors outside our control.
All packages will require a signature on delivery. Items for customers in the UK are sent via Royal Mail Special Delivery, and will be insured to the value of £500. Items for International customers are sent via International Signed For and will be insured to the value of your purchase.
If you are unable to sign for your package, items will be held at your local sorting office. Special Delivery & International Signed For packages will be held for 3 weeks after which time it will be returned to Carrie Yeo. If a package has been returned to Carrie Yeo because delivery was not possible, the cost of re-sending the package again will be the responsibility of the customer.
If you are ordering from outside the UK your purchase may be subject to additional import taxes. Carrie Yeo is not responsible for any import taxes that are incurred once the products have been dispatched.
INTERNATIONAL EXCHANGE RATES
At checkout our prices will also be displayed as an estimate in US$ and Euros for your convenience. Please note there may be a difference in what is displayed on our website and the exchange rate that your bank gives you. Carrie Yeo will not be held responsible if the price estimate given by our website does not match with what your bank charges.
We hope that you love your new purchase but if for some reason you are not satisfied with a product you have purchased from Carrie Yeo, please follow this procedure:
Please contact us if you are returning your order, by telephone or email info@Carrieyeo.com before you send it back so that we know to expect your parcel.
For customers in the UK, you have 7 Days from the date you receive your delivery to return the item to us.
For international customers you have 14 Days from the date you receive your delivery to return the item to us.
Please note we understand that occassionally postal delays - can mean that we do not receive the items back in the timescales stated above - through no fault of the customer. We will always honour our returns policy in this situation - providing the customer can prove they posted the item in the required timescale. Therefore we strongly recommend you use a method of postage that is tracked - such as Royal Mail Special Delivery - and keep your receipt and tracking number to avoid any disputes.
Provided the item you wish to return is in its original condition and in its original packaging, we will issue a full refund within 28 days of receipt of the item by us. Original condition means that the item is unworn and that there are no marks or scratches on the item. The item being returned must not have come into contact with any perfumes, hairsprays or other chemicals.
We are unable to accept the return of earrings in compliance with current Health & Hygiene regulations.
Please note that Bespoke Orders are non-returnable. Bespoke means items which we have specifically designed for you - and is not available to purchase through the website. Any product on our site that is listed with options is not classified as Bespoke - and therefore is returnale.
We will replace faulty items with an identical replacement, rather than a refund if you would prefer. Please indicate your preference when you contact us.
Unfortunately due to administration costs we are unable to offer an exchange service. If you wish to order a different item to the one you have received, you will need to place a new order online and return the item you have for a refund using the returns form.
Please note that we are not able to refund your original delivery costs unless the item you have received is faulty or we have sent you the wrong item by mistake.
Goods being returned to us are your responsibility until they reach us and we cannot accept liability for any lost or damaged goods that you are sending back. For your own protection, we strongly recommend that you return all items to us using a delivery service that insures you for the value of the goods that you are returning. We ask that all items below the value of £50 are sent recorded delivery and all items above £50 are sent by special delivery. We do not take any responsibility for items that are not delivered and request that you contact Royal Mail directly. We will supply you with your tracking number on request.
We reserve the right to reject a returned order if we suspect that a customer is taking advantage of our returns policy.
FAULTY GOODS OR WRONG GOODS
If the goods you have received are faulty or you have received the wrong goods by mistake, please follow the procedure outlined above. You have 14 days from receipt of the faulty or wrong goods to return them to us.
To protect security interests, we are only able to process returns and refunds when dealing with the original purchaser of the goods. If you need to return your gift, please inform the person who purchased it so that they can return the gift to us for a full refund.
This returns & refunds policy does not affect your statutory rights.
We understand that our that customers value their privacy and we therefore act responsibly to protect that privacy. We confirm that the personal information requested from you either for the purpose of processing your order or for the return of information to you via email is never provided to any third party. As all credit card transactions are completed via Paypal we never see your personal credit card details. We only ask for information we need in order to ensure your purchases arrive at the correct address.
All information that you provide to us is used purely for the payment and the design process.
All of our products are made and finished off to a high standard, but as all of our designs are handcrafted, slight variations can sometimes occur between the items you see on our website and those you receive. Colours may also vary slightly due to the settings on your monitor.
All items are quality control checked before despatch and leave in perfect condition. Any items that are damaged during transit may be returned as outlined above.
Component materials for each product are outlined on each product page. If you are unsure about any of these please contact us.
Many of our pieces of jewellery contain Sterling silver which may tarnish over time. This can easily be revived using jewellery cleaner which is available in most department stores.
Many of our designs are delicate so please store items in their individual gift packaging to avoid items scratching, tangling or tarnishing.
Avoid spraying perfume and hairspray when wearing your jewellery or tiaras, as this can discolour natural stones and pearls and dull the sparkle of crystals.
All of our pieces are delivered gift packaged in our blue boxes and are hand tied with ivory ribbon.
Please let us know if you would like a message added for a special occasion.
If any of the items are intended for children we advise that they be supervised at all times. In the unlikely event that pieces are broken the beads may become a choking hazard if swallowed and wire can have sharp ends if broken. We accept no responsibility for injury caused by the destruction or misuse of these items.
All product designs are exclusive to Carrie Yeo and remain the intellectual property of Carrie Yeo. Carrie Yeo reserves the right to use designs in all advertising.