Soru Jewellery

We aim to dispatch all orders within 1-3 days with express shipping, as we try to ensure you receive your orders in a timely manner while also maintaining the highest standard of health, hygiene and social distancing in line with current government guidelines.

You will receive a tracking number once your order is on the way.

Please contact us should you have any other queries at [email protected]

Whether treating yourself or someone special your Soru Jewellery order will arrive beautifully packaged; in a branded gift box and pouch. Please chose the gift wrap option at checkout if you would like your box sustainably gift wrapped.

UK Delivery:

FREE Royal Mail Special Delivery (1-2 days from dispatch) on orders over £300

£5 – Royal Mail Special Delivery (1-2 days from dispatch) 

A signature is required upon receipt. You will receive a tracking number once your order has been shipped. Any instructions on orders to leave the parcel in a safe place or with an neighbour cannot be upheld with this service.

Please ensure your postal address is correct and up to date on your order as we cannot change or amend incorrect address details once you order has been shipped. 

*Soru cannot be held responsible for any Royal Mail delays due to the current COVID pandemic

International Delivery:

FREE DHL Express delivery (1-3 days from dispatch) on all international orders over £300

For orders under £300 see prices below:

Europe 

£20 (approx €22.50) – DHL Express (1-3 days from dispatch) With guaranteed NO EXTRA VAT or TAX charges.

USA

£10 (approx $14)- DHL Express (1-3 days from dispatch)

Canada, Australia, Mexico & Iceland

£15 (approx AUD$27/ CAD$26) – DHL Express (1-3 days from dispatch)

Rest Of The World

£20 – DHL Express (1-4 days from dispatch)

Taxes and Duties are not included and may be charged upon receipt. Please check your shipping destinations regulations for duties and taxes for further information.

Orders being shipped to countries within the EU will not incur any further charges due to Brexit. We are covering the VAT tax charges at the moment in order to continue shipping efficiently to our customers. Please check back for updates as we work to offer the best long term solution.

We can not be held responsible for any shipping delays caused by the carrier or the destinations customs department.

Our shipping partner, DHL Express, offers you the flexibility to make changes to your delivery while it’s on its way to you using DHL On Demand Delivery (ODD). Whether you need to schedule a delivery for another day or remove the signature requirement, ODD makes it easy for you. If you choose this as a convenient option for you to handle your delivery, we are not responsible if the parcel is lost or stolen. 

If you’d prefer to not to sign for your delivery, you can remove the signature requirement. Please note that if you choose to remove this, Soru Jewellery and DHL cannot be held responsible for any loss or damage that may occur once your order has been delivered. This is applicable if you choose the leave with a neighbour option, deliver to a safe place and delivery to a delivery point. 

We can not guarantee shipping times, please contact us at [email protected] if you require more information.

Please note that any import duty and taxes incurred for shipping to certain countries are the responsibility of the customer.

Once your order has been shipped a tracking number will be sent to you via email.

UK public holidays and sales periods will effect dispatch dates.

All deliveries are tracked and must be signed for.

For any queries please contact us at [email protected] and we would be happy to help.

If you are not satisfied with your purchase, or simply change your mind, then you can return your item within 14 days of receiving your order by following the returns process below:

Please note we do not accept returns on earrings due to hygiene. However exceptions will be made if the earrings are unworn and we are contacted as soon as your order is received.

Any items purchased is a SAMPLE SALE from our website are non-returnable. This does not apply to items purchased in our seasonal sales or promotions, only sample sales. Customers are notified at the time of purchase that these items are non-returnable.

Please contact us at [email protected] quoting your order number for instruction on how to return your item.

The item you wish to return must be unused and in the same condition that you received it in. It must also be in the original pouch and box provided. Items that appear worn or used will not be refunded and returned to the customer.

Our policy lasts 14 days. The purchased item you wish to return must be received by us within 14 days of receiving your order.

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. A full refund of the item/s (excluding any delivery charges) will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 10 days.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are shipping an item over £50, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item. Any items that do not reach us are the responsibility of the customer.

We cannot repair damage to any items that exceed 6 months from purchase. Any damage incurred by the customer from mis-use cannot be repaired.

Tarnishing or discolouration due to chemical contact is not a fault. Please see our care instructions on how to avoid this.

All products are covered by our standard 6 month warranty to cover any manufacturing defects. Please note the warranty is void if any damage is incurred by the customer, including any damage caused by perfumes, bleaching, heat exposure and general wear and tear.

Any lost items cannot be replaced or refunded. Missing crystals are not classed as a manufacturing fault, and items with missing crystals outside the 14 day return policy but inside the 6 month warranty can be replaced free of charge, but shipping costs are the responsibility of the customer. 

International Returns: Please ensure that you state you are “returning to seller” in the reason for export field on your postage label. You must also state that the item is of no retail value, as we can not accept customs charges to receive your return. We strongly recommend using a tracked and shipped service for return as we cannot refund/exchange items that don’t reach us safely. All shipping costs are the responsibility of the customer. Please note we do NOT refund international customs taxes and sales charges. 

If returning a faulty item that is within the 14 day returns period we will cover return postage if agreed beforehand and is deemed faulty upon inspection when it has arrived to us, but we cannot pay more than £15 for return postage at any one time, if the cost for return is over £15 the customer is liable for the extra charge. 

If you would like to exchange one item for another, you must first return the original item and then place a new order. You will be refunded for the original item in accordance with our usual returns policy. 

Sales and Promotions: Sales prices are applicable from the point of announcement and advertisement. Items purchased at full RRP are not applicable to be discounted after payment has been taken. Promotional codes- only one promotional code can be used at a time. Gift cards cannot be used alongside any other promotional codes. 

Late or missing refunds: If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at [email protected]