SHIPPING POLICY

Domestic Shipping (UK)

We offer Royal Mail Tracked 48 with Signature for all UK orders.

Tracked delivery within 2-3 working days
Signature required on delivery
Tracking number provided once dispatched

International Shipping (not including USA)

All international orders are sent via Royal Mail International Tracked & Signed.

Delivery usually takes 3-7 working days, depending on the destination
Fully tracked with signature required upon delivery
Shipping times may vary slightly due to customs or local postal services

PLEASE NOTE: Customers are responsible for any customs duties or import taxes that may apply in their country.

USA Shipping

All USA orders are sent via Royal Mail International Tracked & Signed.

Delivery usually takes 5-7 working days.
Fully tracked with signature required upon delivery
Shipping times may vary slightly due to customs or local postal services

PLEASE NOTE: For our customers in the United States, new US import regulations have significantly changed the process for parcels arriving from the UK.

Mandatory PDDP service and adjusted shipping costs:

We are now required to use Royal Mail's Postal Delivered Duties Paid (PDDP) service for all US-bound parcels. The cost of this service, which includes all US import duties, taxes, and handling fees, is now integrated into our US shipping prices.

This means shipping cost to the USA is higher, however, the shipping price you see at checkout is the full, final cost for shipping and you should not face any unexpected customs fees or charges when your parcel is delivered.

RETURN & REFUNDS POLICY

Returns

Returns on eligible items are accepted within 14 days of delivery. To qualify for a return, the item must be:

Unworn and in its original condition
In its original packaging
Not a customised or personalised item

To start a return, email us at info@totemjewelleryshop.com with your name, order number, item you'd like to return and the reason. Return shipping costs are the responsibility of the customer unless the item is faulty.

Refunds

Upon receipt of a returned item, an inspection will be conducted, and notification will be sent regarding the approval or rejection of the refund. If approved, the refund will be processed within 5-7 business days to the original payment method.

Faulty or Damaged Items

For items that arrive damaged or faulty, contact must be made within 48 hours of delivery, along with photos of the issue. A repair, replacement, or full refund, including return shipping costs, will be provided.

Exemptions

Due to the nature of handmade products, the following items cannot be returned:

Personalised or custom-made jewellery (including engraved or bespoke designs)
Earrings (for hygiene reasons, unless faulty)
Sale or clearance items