Customer Service
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© Scratch London Group LTD company 11473020 Registered in England. International House, 24 Holborn Viaduct, Holborn, London EC1A 2BN

SHIPPING/RETURNS

 

Many of our pieces are handmade to order. You can expect your item to ship no later than one week after initally placing your order. Where this is the case, we will clearly state this in the description.

 

Shipping Information

 

We ship worldwide via Royal Mail. Please note that some services may not be available in all regions.

 

Shipping Times:

 

STANDARD 1ST CLASS
Most of Europe and USA: Delivery within 2-3 days
Rest of the world: delivery within 5‐7 days

 

SIGNED FOR 1ST CLASS
UK: Delivery next day, when ordered before 10am.

 

RETURNS:

 

We are happy to accept any items for refund or exchange within 14 days with the exception of earrings or made to order items. Where an item is faulty, we will offer an exchange.


Please contact us to arrange a return. You are responsible for returning the item to us at your own cost, except in the case of a fault where we will refund your postage costs.

JEWELLERY CARE

 

Each piece of Scratch London is handmade in our London studio. 

 

To ensure your pieces last a lifetime, please follow some simple care instructions.

 

- Protect your jewellery from scratches, chemicals, heavy contact, prolonged sunlight and extreme temperatures, particularly resin.

 

- Remove jewellery before partaking in any activities which could cause damage. This would include among other things, any sport, swimming, household chores, and heavy lifting.

 

- When not in use or in transit, store your pieces in an appropriate jewellery box or pouch and try to keep them apart from each other so they don't rub together.

 

- Clean your jewellery regularly using a professional jewellery cleaning product.

TERMS & CONDITIONS

 

1. COPYRIGHT

 

1.1 All content that appears on Scratchlondon.co.uk including pictures and text, are subject to copyright protection. If you would like to share the content on this website please contact us at hello@scratchlondon.co.uk

 

2. PRODUCTS

2.1 All pieces have been described as accurately as possible on the site. However, as each piece is handmade to order, slight variations may occur. It is these slight variations that make handmade jewellery so special. The patterns that you see in resin pieces will vary.

2.2 Metal colours may vary slightly from those seen on your screen as each browser and monitor is different.

 

3. PRIVACY

3.1 Scratch London are completely committed to protecting the privacy of our site visitors and customers. Therefore we will not disclose information about our customers to third parties except where it is part of providing a service to the customer.

3.2 Our site may contain links to and from other websites. If you follow a link to any of these websites, please note that they have their own privacy policies and we do not accept any liability for these policies.

3.3 All personal information collected through this website will be held securely in accordance with the UK’s Data Protection Act 1998. for any further queries or comments please contact us using our contact form.

 

4. PRICING

4.1 We reserve the right to change prices, conduct or cancel sales at any time without notice.

 

5. RETURNS

5.1 As all of our pieces are made to order Scratch London are unable to accept returns unless a manufacturing fault is present. We do not accept returns for change of mind.

5.2. All of our items are made with care, however if there is ever a fault that we have missed we are happy to repair or exchange your piece free of charge within a 2 week period from purchase. Any repairs after this time frame will incur a charge, unless it's clearly a design or manufacture fault. If the piece is faulty you are required to please contact us within 5 days of receiving your parcel.

5.3 Please note that wear and tear in the course of normal use is not considered a manufacturing fault. Our jewellery is hand made from precious metals that naturally oxidise and change with time. We are also unable to accept returns if in our opinion, you have not taken appropriate care of your purchased item as per our guidelines outlined in our care instructions.

5.4 If you order the wrong size you may return a piece for resizing within 3 days of receiving your order. Please note that you will be responsible for all shipping and re-shipping charges and resizing or re-making fees will apply. Please take a moment to check your size before ordering, our ring size guide will help you be sure what size you should order.

 

6. DELIVERY

6.1 All pieces are handmade to order so please allow two-three weeks for delivery at maximum.

6.2 We deliver worldwide.

 

7. PAYMENTS

7.1 Payment can be made by Visa, MasterCard, American Express, and any other methods which may be clearly advertised on the site from time to time. Payment will be debited and cleared from your account upon completion of the packing of your order by Scratch London. You confirm that the credit/debit card that is being used is yours or that you have been specifically authorised by the owner of the credit/debit card to use it. All credit/debit card holders are subject to validation checks and authorisation by the card issuer.

 

ALL SALE PURCHASES ARE FINAL

BESPOKE WORK

 

We would be delighted to take on bespoke commission work including engagement rings. Please note that upon your sign off, we will request a 50% deposit against any works. Such items are non refundable unless there is a manufacturing fault where we will endeavour to repair any such items. 

 

Where necessary we will digitally render your piece to allow you to see what this will look like before we begin manufacture. If you have requested an engagement ring, usually you will be able to try a prototype on for size. Where this is not possible, you should expect an item to be resized (usually) down. Therefore we suggest leaving any engraving required until the ring has been resized.

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