Frequently Asked Questions…

Deliveries

What is your delivery policy?

In the UK, we deliver using DHL Express, arriving at the end of the next working day of dispatch.

For international orders we use DHL Express Worldwide, with various delivery timeframes depending on location. For example: 

USA & Europe—3-5 working days*
Australia and Rest of World—5-7 working days*
* these are estimates only and can vary

All items are fully insured and sent at the risk of Vintage Bijou. Items will be sent out as soon as your money has been cleared. We will email you your tracking information once your item has been dispatched. Please note an adult signature is required to receive all packages.

Please note:

  • We are unable to redirect orders once items have been dispatched

  • All items are fully insured and sent at the risk of Vintage Bijou 

  • Once dispatched, your full end-to-end tracking details will be provided via email

  • All orders require a signature upon receipt

  • Items will be sent out within 24 hours of receipt of payment

  • We do not ship on Saturdays or Sundays

  • We reserve the right to not to ship to certain countries

  • We do not ship to a postal box address

Will I pay taxes and Duties?

In many countries, import tax/duty does not apply when purchasing antiques. We will therefore declare these items as ‘antique’, providing a signed and dated Antique Declaration.

Please be aware that you may be liable to pay local tax/duty or handling fees on imported goods. Usually your country will have a website or customs office providing you with the relevant rates. Please let us know if you are contacted by customs requesting supporting documents. Further partial restrictions on importation of items such as ours exist in specific countries. Please contact us to make sure your country does not fit into this bracket. We have no authority over a local country's customs department.

Will my jewellery come boxed?

All vintage bijou items come in a beautiful jewellery box.

Returns

What are your return policies?

At Vintage Bijou, we stand behind every item we sell with a 100% Satisfaction Guarantee and are confident that your jewellery purchase will exceed your expectations.

However, if you are not entirely satisfied with your purchase, we offer a 14 Day, Full Money-Back Guarantee on all purchases.

  • UK Returns are FREE - Contact us within 14 days of receipt of the item to let us know of your intention to return the item/s. Return the item/s to us within the original packaging (including padded envelope). Attach the two DHL return labels provided to the outside of the parcel. Drop off the parcel at your nearest DHL Service Point.

  • For International Returns, the buyer pays return postage and any taxes and duties applied. Contact us as soon as possible to let us know of your intention to return the item/s. We strongly recommend that you return the item/s via DHL Express International as we are not responsible for items that do not reach us. Import tax/duty may also be applied by UK customs if the item/s are not shipped correctly. Return the item/s to us within the original packaging (including padded envelope). Attach the DHL return label supplied with your order to the outside of the parcel. If you are only returning part of your order, we will need to send you a new DHL return label. Drop off the parcel at your nearest DHL Service Point, and hand the shipper the Antique Declaration that was attached to the outside of the original DHL envelope. Please request a copy from us if this has been misplaced.

  • Please be aware that international customs duties and sales taxes are NOT refunded for shipments outside the UK.

Note that if you have asked us to alter the item (such as re-sizing, change a stone or add/remove a feature) this item will not be eligible for a refund or exchange. We will write to you to confirm any alterations you wish to make and to confirm that such alterations will void any return or exchange policy. By agreeing to proceed with your requested alteration you are agreeing to these terms.

Please note that if alterations are performed by another jeweller, our return policy is also void.

Can I exchange?

Yes, customers have 30 days to exchange an item. Please contact us to discuss your specific request before sending your order back.

Do you offer refunds?

We will accept returned goods for a refund under the following conditions:

Contact us as soon as possible to let us know of your intention to return the item/s. Please return the item/s to us within 48 hours of notifying us of your intention to do so. Item/s must be returned in the same condition as they were in when received by you – damaged, broken or altered items will not be accepted for a refund. We will refund you the full purchase price of the item/s within 48 hours (or two working days) of receipt, via the mode or payment used in the original purchase. If paid via credit card, please allow 5-10 working days for the processed refund to show up on your statement, depending on your issuing bank.

As mentioned above, if you have asked us to alter the item (such as re-sizing, change a stone or add/remove a feature) this item will not be eligible for a refund or exchange.

For international orders, return shipping costs (including any customs charges applied) will be deducted from the refund amount.

Please note that international import tax/duty charges are not refunded for shipments outside the UK.

Our Pieces

Do you offer Ring Sizing?

We do offer a resizing service for all pieces that are eligible (some pieces are not able to be altered, but this will be stipulated). Resizing starts at £45 but is determined on a case-by-case basis. Resizing typically takes one week. If you need a piece quicker than this, please contact us and we may be able to help you further.

Do all your pendants come with chains?

As antique chains have a lucrative market of their own all of our pendants come loose unless otherwise stated. If you would like us to source a chain for your piece, please do let us know.

Are all your pieces hallmarked?

As hallmarking only became law in the mid 1900s and many of our pieces pre-date this, we have a number of items that aren’t hallmarked. These pieces are professionally tested in order to verify their metal content.

What is the condition of your pieces?

All of our pieces are second hand, and some are antique, due to this they will all show signs of wear. However, we do write comprehensive condition reports for all of our items and take detailed photographs, so please note these when purchasing one of our items.

Do your pieces come with a guarantee?

Our pieces do not come with an official guarantee, however all our pieces are fully checked over before re-sale and we will never knowingly sell a faulty or damaged product. If you ever have an issue with an item purchased from us get in contact and we will always be happy to help.

Are your pieces certified?

All of our pieces are checked and tested by antique specialists and qualified gemologists. However our pieces do not come with an official valuation or certificate unless stipulated or requested.