CUSTOMER CARE
Delivery & returns.
Know what to expect before you order. Making time and delivery time are separate, and personalisation can change both timing and return eligibility.
Free UK delivery.
Hatton Gold offers free UK delivery. Ready-to-ship items are usually processed within a few working days. Made-to-order, resized, engraved and bespoke pieces may need additional production time.
Modern metals: allow time for making.
For tantalum, the published delivery estimate is normally 3–5 business days after dispatch. Please confirm availability in your size and share your wedding date before ordering.
Estimates depend on the piece and destination. A delivery date is only guaranteed if specifically agreed in writing with Hatton Gold. Read the published shipping policy.
Before returning a piece.
Contact Hatton Gold before sending anything back. Eligible items should be unworn and in their original condition. Personalised, engraved, bespoke, resized and special-order pieces may have different cancellation and return conditions.
The current published policy does not state a fixed number of days. Please ask us to confirm the applicable period and conditions before ordering.
If an item arrives damaged or appears faulty, contact us promptly with your order details and photographs. These conditions do not affect your statutory rights. Read the published refund policy.
Published shipping policy
1. Overview
At Hatton Gold, we aim to ensure every order is carefully prepared, securely packaged, and delivered safely.
This Shipping Policy outlines our delivery processes, estimated timescales, and important shipping information.
2. Processing Times
Order processing times vary depending on the product type.
Standard Products
Ready-to-ship items are usually processed within a few working days.
Custom & Bespoke Orders
Custom-made, personalised, engraved, resized, or bespoke jewellery may require additional production time before dispatch.
Estimated production times may vary depending on:
Design complexity
Material availability
Workshop schedules
Customisation requirements
Customers will be informed where longer lead times apply.
3. Shipping Methods
Hatton Gold uses trusted courier and postal services to deliver orders securely.
Shipping methods may vary depending on:
Order value
Delivery location
Product type
Shipping service selected at checkout
Tracking may be provided where available.
4. Delivery Estimates
Delivery estimates shown at checkout are approximate only.
While we aim to dispatch and deliver orders promptly, delays may occur due to:
Courier issues
Customs processing
Weather conditions
Public holidays
High seasonal demand
Circumstances outside our control
Hatton Gold cannot guarantee delivery dates unless specifically agreed in writing.
5. UK Shipping
Orders shipped within the United Kingdom are typically delivered using tracked or signed-for services where appropriate.
Delivery times may vary depending on the shipping option selected.
6. International Shipping
Hatton Gold may offer international shipping to selected countries.
Customers ordering internationally are responsible for:
Import duties
Customs charges
Taxes
Local handling fees
Compliance with local import regulations
Hatton Gold is not responsible for customs delays or additional charges imposed by destination countries.
7. Incorrect Shipping Information
Customers are responsible for providing accurate shipping and contact information.
Hatton Gold is not responsible for delays, losses, or additional costs resulting from:
Incorrect addresses
Incomplete delivery information
Failed delivery attempts
Additional shipping fees may apply for returned or redirected parcels.
8. Lost, Delayed, or Damaged Parcels
If your parcel appears lost, delayed, or damaged during transit, please contact us as soon as possible.
Where applicable, Hatton Gold will work with the courier to investigate the issue.
Claims relating to damaged deliveries should be reported promptly and may require:
Photographs of packaging
Photographs of the item
Supporting delivery information
Investigation times may vary depending on the courier.
9. Delivery Responsibility
Risk and responsibility for products pass to the customer upon confirmed delivery to the shipping address provided.
Customers are encouraged to ensure deliveries can be received securely.
10. Signature Requirements
Certain high-value orders may require:
Signature on delivery
Identity verification
Special courier handling
This is to help protect customers and reduce the risk of fraud or theft.
11. PO Boxes & Alternative Addresses
Hatton Gold may restrict shipping to certain address types depending on the value or nature of the order.
We reserve the right to request additional verification for alternative delivery addresses.
12. Customs & Import Delays
International orders may be delayed by customs inspections or import procedures.
These delays are outside Hatton Gold’s control.
Customers should familiarise themselves with local import regulations before ordering.
13. Refused or Unclaimed Deliveries
If a parcel is refused, unclaimed, or returned due to failed delivery attempts, Hatton Gold may deduct:
Shipping costs
Return fees
Customs charges
Administrative costs
from any applicable refund.
14. Shipping Restrictions
Hatton Gold reserves the right to:
Refuse shipping to certain countries or regions
Cancel orders where delivery is not possible
Restrict shipping methods for security reasons
15. Contact Information
If you have questions regarding shipping, delivery times, or your order status, please contact Hatton Gold using the contact information available on our website.
Published refund policy
1. Overview
At Hatton Gold, we want you to feel confident when purchasing from us.
This Refund & Returns Policy explains your rights, our return conditions, and how refunds are handled.
2. Returns Eligibility
Customers may request a return for eligible items within the applicable return period.
To qualify for a return, items should generally be:
Unworn
In original condition
Free from damage or alterations
Returned with original packaging where possible
Hatton Gold reserves the right to refuse returns that do not meet these conditions.
3. Non-Returnable Items
The following items are typically non-returnable unless faulty or legally required:
Custom-made jewellery
Personalised or engraved items
Bespoke orders
Resized rings
Special order items
Items altered at the customer’s request
Because these items are created specifically for individual customers, they may not be eligible for cancellation or refund once production has begun.
4. Change of Mind Returns
If you wish to return an eligible item due to a change of mind, please contact Hatton Gold before returning the item.
Customers are generally responsible for return shipping costs unless otherwise agreed.
Returned items remain the customer’s responsibility until safely received by Hatton Gold.
We recommend using a tracked and insured shipping service.
5. Faulty or Damaged Items
If your item arrives damaged or you believe it is faulty, please contact us as soon as possible.
We may request:
Photographs of the item
Photographs of packaging
A description of the issue
Supporting order information
Items may need to be inspected before a refund, repair, replacement, or other resolution is offered.
6. Inspection Process
All returned items are inspected upon receipt.
Hatton Gold reserves the right to:
Reject returns that do not meet policy requirements
Refuse refunds for items showing signs of wear, misuse, or unauthorised alterations
Apply deductions where damage has occurred beyond reasonable inspection
7. Refund Processing
Approved refunds will be processed using the original payment method where possible.
Refund processing times may vary depending on:
Payment provider
Banking institution
Inspection requirements
Shipping fees, customs charges, and additional service costs may be non-refundable unless legally required.
8. Custom & Bespoke Orders
Custom, bespoke, personalised, or made-to-order jewellery often involves:
Design consultation
Material sourcing
Production work specific to the customer
For this reason:
Deposits may be non-refundable
Orders may not be cancellable once production begins
Design approval may constitute commitment to proceed
Customers are responsible for reviewing all custom details carefully before approval.
9. Ring Resizing
Where resizing services are offered, resized items may become non-returnable unless faulty.
Customers are responsible for providing accurate sizing information.
Additional resizing charges may apply.
10. Recrafted Jewellery
Recrafted jewellery consists of restored or previously owned items.
Customers acknowledge that:
Minor signs of character may remain
Some items may contain original components
Product descriptions aim to accurately reflect condition
Returns relating to expected characteristics disclosed in product descriptions may not be accepted.
11. Exchanges
Exchanges may be offered at Hatton Gold’s discretion depending on:
Product availability
Item condition
Product type
Customisation status
Additional charges may apply where exchanged items differ in price.
12. International Returns
International customers are responsible for:
Return shipping costs
Customs declarations
Import/export documentation
Any duties or taxes associated with the return
Hatton Gold is not responsible for delays caused by customs processing.
13. Lost Return Parcels
Hatton Gold is not responsible for return parcels lost or damaged during transit.
Customers should retain proof of postage and tracking information until the return has been confirmed as received.
14. Consumer Rights
Nothing in this Refund & Returns Policy affects your statutory rights under UK consumer protection laws.
15. Contact Information
For questions regarding returns, refunds, exchanges, or faulty items, please contact Hatton Gold using the contact information provided on our website.