Shipping policy
Shipping Policy
Where We Ship
We ship worldwide. Our primary markets are the United Kingdom and the European Union.
Shipping Costs
Standard shipping is free on every order, to every destination we serve, with no minimum spend. There are no separate handling or packaging fees. The price shown at checkout is the total price you pay to us.
Order Processing Time
Orders are processed within 1 to 3 business days of payment being confirmed. Orders placed at weekends or on public holidays are processed on the next business day. Processing time is separate from, and additional to, the delivery times below.
Delivery Times
- United Kingdom: 5 to 7 business days after dispatch
- European Union: 7 to 14 business days after dispatch
- Rest of world: 10 to 20 business days after dispatch
Total time from order to delivery is therefore approximately 6 to 10 business days for the United Kingdom and 8 to 17 business days for the European Union.
Delays
Delivery times are estimates and are not guaranteed. Shipments may be delayed by high order volumes during holiday and sale periods, by customs inspection, by adverse weather, or by disruption to international logistics networks, including any continuing effects of COVID-19 on carrier capacity. We will keep you informed if we become aware of a delay affecting your order.
Tracking
Once your order has been dispatched you will receive an email containing your tracking number and a link to track your parcel. Please allow up to 48 hours after dispatch for tracking information to begin updating.
Carriers
Shipping is carried out by DHL, Evri, DPD, Royal Mail or another comparable service provider. We reserve the right to select an alternative carrier where necessary.
Customs, Duties and Taxes
Prices are shown and charged in the currency displayed at checkout and include all charges payable to us. For deliveries outside the United Kingdom, import duties or taxes may be levied by the destination country. Any such charges are the responsibility of the recipient and are payable directly to the carrier or customs authority.
Undeliverable Shipments
If a parcel cannot be delivered because of an incorrect or incomplete address, or because delivery is refused, the carrier will hold it for redelivery or return it to us. Where a parcel is returned to us we will contact you to arrange redelivery. Additional shipping costs may apply where delivery failed because of incorrect address details supplied at checkout.
Lost or Missing Parcels
If your tracking has not updated for 10 business days, or your parcel has not arrived within the estimated window, contact hello@ascendjewellery.shop with your order number. We will open an investigation with the carrier and either resend your order or refund you in full.
Contact
DONELL E-COMMERCE HK LIMITED
RM 1302, 13/F Tung Lee Industrial Building, 9 Lai Yip Street, Kwun Tong, Hong Kong
Business Registration Number: 81015260
Email: hello@ascendjewellery.shop