SHIPPING & RETURNS
SHIPPING & RETURNS POLICY
​
SHIPPING
​
All standard, Ready to Ship orders are processed within 7 to 10 business days (excluding weekends and holidays) after receiving your order confirmation email. You will receive another notification when your order has shipped.
All orders including Made to Order items are processed within 15 to 20 business days (excluding weekends and holidays) after receiving your order confirmation email. You will receive another notification when your order has shipped.
​
Bespoke orders will be discussed on a One-to-One basis, please allow a minimum of 6 weeks after receiving your order confirmation email. You will receive another notification when your order has shipped.
​
Orders may take longer to be made, processed & shipped during busy periods, such as Christmas, Valentine's Day & Mother’s Day (UK).
Should there be any delay to your order, for any reason, you will be notified by email and updated accordingly.
​
Once orders are shipped & with the relevant postal company, hannahviner.com is no longer responsible for the package. Delivery is the responsibility of the relevant postal company & tracking will be provided where possible.
​
SHIPPING RATES
​
Currently shipping to the UK only.
​
Shipping charges for your order will be calculated and displayed at checkout.
​
Free shipping is available on orders over £200, automatically applied at checkout. If this doesn’t happen, please contact us to look into the issue.
​
​
​
​
​
​
​
​
​
​
LOCAL DELIVERY
​
Free local delivery is available within 10 miles of Basingstoke, Hampshire. Please email before placing your order if you’re within our hand delivery radius & we will send you a code to remove shipping costs at checkout.
​
Local deliveries will be arranged with you once your order has been placed & your items are ready to be dispatched.
​
HOW TO CHECK YOUR ORDER STATUS
​
When your order has shipped, you will receive an email notification from us which will include a tracking number. Please allow 48 hours for the tracking information to become available. If you don’t receive a tracking number, please email us with your order number and we will resend it to you.
​
If you haven’t received your order within 10 working days of receiving your shipping confirmation email, please contact us at info@hannahviner.com with your name and order number, and we will look into it for you.
REFUNDS, RETURNS AND EXCHANGES
​
SUMMARY
​
We accept returns on some items (please see below) up to 30 days after delivery, if the item is unused and in its original condition and packaging, and we will refund the full order amount minus the original shipping costs.
​
Due to hygiene reasons, earrings will only be accepted for return if they are faulty, e.g. the posts break/fall off. Please email us as soon as possible at info@hannahviner.com with your order number and photos of the item’s condition.
​
Rings, Necklaces and Bracelets/Bangles may be returned, if they are being returned because you got the wrong size or length, we can arrange an exchange, with new postage costs being paid by the customer.
​
Bespoke or personalised items are not eligible for return unless faulty.
​
If your order arrives damaged in any way, please email us as soon as possible at info@hannahviner.com with your order number and photos of the item’s condition and packaging condition. We address these on a case-by-case basis but will try our best to work towards a satisfactory solution.
​
If you have any further questions, please don't hesitate to contact us at info@hannahviner.com.
​
FULL RETURNS POLICY
​
RETURNS
​
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
​
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You'll also need the receipt or proof of purchase.
​
To start a return, you can contact us at info@hannahviner.com. Please note that returns will need to be sent to the following address:
12 The Baredown, Nately Scures, Hook, RG279JT, United Kingdom
​
If your return is accepted, we will confirm the returns address with you. Returns postage is the responsibility of the customer. Please send your items back to us with a signed & tracked service, it is not our responsibility if your order gets lost on it’s way back to us. Items sent back to us without first requesting a return may not be accepted.
​
You can always contact us for any return questions at info@hannahviner.com
​
DAMAGES AND ISSUES
​
Please inspect your order upon receipt and contact us immediately if the item is defective, or damaged, or if you receive the wrong item, so that we may evaluate the issue and make it right.
​
Certain types of items cannot be returned, like earrings and bespoke goods. Please get in touch if you have questions or concerns about your specific item.
​
Unfortunately, we cannot accept returns on sale items or gift cards, earrings or bespoke items (unless proven to be faulty).
​
EXCHANGES
​
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
​
REFUNDS
​
We will notify you once we’ve received and inspected your return to let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
​
If more than 15 business days have passed since we’ve approved your return, please contact us at info@hannahviner.
