Shipping & cancellations

Every piece is made by hand, then packed and sent from our bench. This page covers how your order reaches you, how to cancel it, how refunds are made, and what happens if something is wrong. If your question is not answered here, write to us and we will reply.

Shipping

When your order leaves

Pieces ready to ship leave the bench within 3 working days. Pieces handcrafted to order take longer, up to two weeks; each product page shows the date its piece leaves, and an order leaves together when its last piece is ready.

Packaging

Each piece is packed in a pouch and box. Keep both: they are the best place to store your jewellery.

Shipping costs

Shipping is complimentary on orders over $300. For other orders, the delivery options and costs for your address are shown at checkout, before you pay.

Destinations and delivery times

Checkout shows every delivery option available for your address. If your country is not listed, write to us.

Tracking your order

When your parcel ships, we email you a tracking link. You can also follow your order in your account: sign in with the email address you ordered with, and we will send a one-time code to that address.

Cancelling an order

You can cancel your order within 24 hours of placing it, as long as it has not yet shipped.

1. Email us at morrowandloom@gmail.com, or write to us, with your order number.
2. We confirm the cancellation by email.
3. Your payment is refunded in full to your original payment method (see Refunds below).

After 24 hours, or once the order has shipped, it can no longer be cancelled.

No returns or exchanges

Each piece is made and finished by hand, so all sales are final: we do not accept returns or exchanges for a change of mind, including for size or colour. Please check the size guide before you order, and write to us if you are unsure about a size or finish.

Gift cards cannot be refunded.

Damaged, faulty or not what you ordered

Please check your order when it arrives. If a piece is damaged, faulty, or not what you ordered, email us at morrowandloom@gmail.com as soon as you can, with your order number and a photo, and we will put it right.

Please do not send anything back until we have replied: items sent without our agreement cannot be accepted.

Refunds

Refunds for cancelled orders, and for faulty items where a refund is agreed, are made to your original payment method within 10 business days.

It can take some time for your bank or card company to process and post the refund. If more than 15 business days have passed since we confirmed your refund, please email us at morrowandloom@gmail.com.

Your statutory rights

None of this affects your statutory rights. If your order is delivered to the European Union, you have the right to cancel it within 14 days of delivery, for any reason and without justification. The piece must be returned unworn, in the same condition you received it, in its original packaging, with proof of purchase.

Related

Read our refund policy and care guide, find your fit in the size guide, or see the FAQ.