Shipping & Returns
Shipping Policy
We offer worldwide shipping for our jewellery, which is produced in small quantities with the highest quality materials and standards. Customised or made-to-order items may take up to 8 weeks to complete, and we will keep you informed of the timeline. We make every effort to fulfil orders as quickly as possible, typically shipping the next business day. However, please allow for a 1-2 day delay, and check our Instagram page for holiday/absence updates.
Every order is shipped with tracked delivery, and you will receive an email with a tracking code once shipped. Import tax is a government-imposed tax on goods from outside of the UK, and purchasers importing goods (if applicable) are responsible for any duties and taxes incurred, working with customs to settle any amounts owed.
In the rare case that we encounter shipping issues, we will contact you promptly.
Return & Exchange Policy
We offer a 14-day return policy, starting from the date of delivery. To initiate a return, please send an email to SHOP@XNN.SYSTEMS for authorisation, and dispatch the item(s) within 7 days of receiving return authorisation.
Cancellations are accepted within 3 hours of purchase, unless items have already been shipped (in which case, you will receive an email notification).
Please note that we do not accept returns for custom or personalised orders, worn items, intimate items for health/hygiene reasons, or reduced price items on sale.
To ensure a secure return, please pack the item(s) in a padded envelope and use tracking and insurance for the value of the item(s). We will issue a full refund (excluding any shipping or transaction fees) within three business days of receiving the returned item(s), provided they are in their original condition.
The shipping cost will be covered by the customer, and any applied customs/import taxes will not be refunded (you can apply for a refund from the shipping company if VAT or import taxes were paid).
For international returns, please write "RETURNED UK MERCHANDISE" on the front of the parcel.
Lost Orders / Damaged Goods
In the unlikely event that your order fails to arrive, please contact us within 3 weeks of expected delivery. Please ensure that your delivery address is correct and secure, as we cannot be held responsible for wrong addresses or stolen parcels.
If you receive a damaged parcel, we kindly ask that you refuse delivery where possible.
Please email us photos of the damage to both the item and outside packaging.
All damaged/faulty items must be returned securely before a refund can be issued.
Please note that we photograph and weigh all items prior to shipping to ensure quality.