Shipping / Terms

Our aim is to make up and send out all orders within 14 days. Should there be any unforeseen delay, we will notify you.

Imogen Sheeran wants you to enjoy shopping on her jewellery site and recommend it to your family and friends. She would like you to experience straightforward and hassle-free shopping and will do everything she can to ensure this.

If you reply to your order confirmation email , please ensure you check your spam folder for our reply.

If we in any way fall short of this level of service, please don’t hesitate to let us know by emailing imogen@imogensheeran.com or by writing to:

Imogen Sheeran
Sheeran Lock Ltd
PO Box 279
Woodbridge
Suffolk IP13 9WU

We are always happy to hear any suggestions on how we can improve as changes are easy to make.

Imogen does not publish her phone number, but is happy to phone back customers who would rather talk to her in person about any concern to do with an order. Please include your phone details in your email.

Delivery

Our standard delivery charges are calculated at checkout and added to the cost of the items in the basket. Your order should be sent out within 14 days of placing it. This gives us time to hand make your jewellery.

In the UK, everything is sent out via first class post so should only take one or two days to reach you once it has been posted (ie it should arrive with you within 16 days).

Post via airmail to Europe usually takes around one week. It can take considerably longer for airmail items sent to the rest of the world (this varies depending on the time of year), so please do email us if you are worried and we’ll check with the Post Office.

If you need your order in a hurry, or tracked, please contact us. We can use expedited postal services or send items by courier, but this will cost considerably more. We are happy to get quotations on your behalf and to use alternative methods if you are happy to pay the extra. If you have replied to your order confirmation email, please check your SPAM box for our return email.

At peak times, such as Christmas, 1st class post and airmail will take much longer and final ordering dates will apply. You will receive an email once your order has been dispatched.

If you do not receive this shortly after placing your order, please check your SPAM box as automatic replies are sometimes consigned to the junk box; and if for any reason your order does not arrive within the expected time frame, please email us at info@imogensheeran.com, quoting your order number.

Shipping

Please click here to see our shipping rates

Making a purchase

The most straightforward way of making a purchase is through the website. As you browse the shop, click on any items that you wish to buy to put them into the shopping basket.

After you have finished your selection, click on "my basket" and you will be asked for a few personal details that we need to be able to fulfil the order. You can also leave a message at this stage, for example if you need an item in a hurry or in a different colour or size from that shown.

Payment is via PayPal, which supports most credit and debit cards. PayPal is widely used and trusted for internet shopping and by many other outlets. You do not need to have a PayPal account to use this method as a temporary guest account will be created.

Once you have paid for your order you will receive an automatic email confirming your purchase. This will give you a chance to check your order, and will give you an order number to quote in any correspondence. Please contact us by replying to the email if there are any changes or if you have any questions.

We try very hard to keep all items in stock (or, at least, to stock the components to make them). In the unlikely event one of the items you have ordered is unavailable, we will email you as soon as we can to ask you whether you would like the amount refunded or would prefer to wait for the item to come back into stock.

If you need to exchange an item for any reason other than due to damage or a fault in the product, repeat post and packing charges will apply.

Payment

Your transaction will be processed via PayPal merchant services, which accepts major credit and debit cards.

If you would prefer to pay by cheque this option is available, although it will mean the order process takes a little longer. Please email your order and delivery instructions to imogen@imogensheeran.com and we will reply with the total cost of the order including postage. You can then send us a sterling cheque made payable to Imogen Sheeran in the post to her at Sheeran Lock Ltd, Po Box 279, Woodbridge IP13 9WU. Your goods will be despatched as soon as the cheque has cleared.

Cancellation Right

Under the distance selling regulations you have the legal right to cancel your order within seven working days of receipt of the goods. Returns will be dealt with as detailed below.

Returns Policy

We hope you will be pleased with your purchase, however should you wish to return anything bought from us, we will be happy to refund or exchange a product provided it is in a fully resaleable condition.

Returns should be sent back to us within one month of the date of purchase, in their original, undamaged packaging to:

Imogen Sheeran
Sheeran Lock Ltd
PO Box 279
Woodbridge
Suffolk IP13 9WU

Once we have received the item, we will refund the price of the item using the same method originally used by you to pay for it, or exchange the product if an exchange has been requested.In either case, post and packing will be payable. A refund of the delivery charge will only be given if items were incorrect, damaged or faulty. If we find that the product has not been returned to us in fully resalable condition, we reserve the right to refuse a refund on the item, or deduct up to 20% of the original selling price from the refund amount.

None of the above conditions affect your statutory rights when goods are faulty, or not as described.

Any Other Questions

We hope this has answered any questions you have, but if not simply email us on imogen@imogensheeran.com