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Customer Sevice

FREQUENTLY ASKED QUESTIONS

 

What forms of payment do you accept? 

We gladly accept Visa and MasterCard card payments, or you can pay us using your PayPal account.

 

How much do you charge for postage? 

For UK buyers our standard rate is £1.95 per order.  For International buyers our standard rate is £3.45 per order  

 

When will I receive my goodies? 

We try to send out all purchases within 1 working day of an order being placed, but during busy times (such as the Christmas period) this may not always be possible, so do allow 3 working days in total. If an item is really urgent, let us know!


I live outside the UK, how long do I have to wait to receive my goodies? 

Estimated delivery times for international orders is 5-7 business days but please allow up to 21 business days for your order to arrive.

 

What happens if my goodies don't turn up? 

If your delivery has been delayed (7 days for UK and 10 days for international since despatch) please contact us and we will assist with tracking the package, where possible. Often a delivery attempt has been made but a card has not been left.  We cannot refund or replace lost items until 15 working days after the date of despatch (25 days for international items) as this is when Royal Mail considers items as being lost.


For international items, the package is handled by more than one postal service. We cannot guarantee delivery times as this is the responsibility of the destination postal service. Delays are possible due to customs clearance - this can take up to 2 weeks. We always recommend you use a secure delivery address.

 

For customers outside of the EU, please be aware that it is your responsibility to pay any import taxes/customs duties.

 

What is your refund policy? 

In the unlikely event that you are unhappy with your purchase, please let us know by email within 7 days of receipt so we can authorise a return.
All our orders are carefully checked prior to despatch.  However, we advise that customers carefully check their purchase immediately upon receipt.  If an item is discovered to be faulty or damaged on receipt, please contact us within 8 days of delivery with details of the issue.  Due to the inherently delicate nature of jewellery, claims for faulty items made outside of the 8 days timescale will be processed at our discretion only and only if the claim is made within 60 days of delivery.  Items displaying damage or defect deemed to be a result of fair wear and tear or neglect will not be regarded as faulty.


When a returns request has been approved you will be issued a returns number.  Please send the item back within 14 days of receipt. Once the item has been returned in its original, unworn condition (with packaging/tags attached if appropriate), we will issue a refund to the original payment method within 5 working days or offer an exchange if preferred/available. Please note we will not refund your original postage cost unless your order was incorrect or faulty.
Goods returned damaged or worn will be returned to you. Please note that we cannot accept returns of earrings for pierced ears for hygiene reasons.

Please note we are not responsible for postage costs or postal losses on returned goods - please ensure that you use the appropriate postal service for your item and obtain proof of posting. We recommend you use an insured and registered service.


I have a question how do I contact you? 


Email us: You can contact us using our web form, or alternatively send an email to info@loveheartsandcrosses.co.uk
 

Telephone: 0121 314 7055

 

Our address is:

 

Love Hearts and Crosses
124 Woolmore Road
Birmingham
B23 7ED
UNITED KINGDOM

 

Please note that we do not operate a retail showroom and so cannot receive visitors at this address.