FAQ

FAQ

Shipping & Delivery

Where do you ship?

We currently ship worldwide.

How long does delivery take?

Orders are usually processed within 1–2 business days from Monday to Friday.

After your order has been processed, the estimated transit time is approximately 5–10 business days from Monday to Friday.

The total estimated delivery time is approximately 7–12 business days.

Please note that delivery times are estimates and may vary depending on the destination country, local postal or courier services, customs procedures, public holidays, or other external delays.

What is your order cut-off time?

Our order cut-off time is 12:00 PM local warehouse time.

Orders placed after the cut-off time may be processed on the next business day.

How much does shipping cost?

Shipping costs are displayed at checkout before you complete your order.

Free shipping may apply for selected destinations or promotional campaigns.

Will I receive tracking information?

Yes. Once your order has been shipped, you will receive a shipping confirmation email with tracking information, where available.

My tracking has not updated. What should I do?

Tracking updates may take some time to appear after your order has been shipped.

If your package has exceeded the maximum estimated delivery time, please allow an additional 2 business days and check your tracking information again.

If your package has still not arrived after this period, please contact us at support@nancyandwren.co.uk and include your order number.

Orders

Will I receive an order confirmation?

Yes. After placing your order, you will receive an order confirmation by email.

If you do not receive an order confirmation, please check your spam or junk folder. If you still cannot find it, please contact us at support@nancyandwren.co.uk.

Can I change or cancel my order?

If you wish to change or cancel your order, please contact us as soon as possible at support@nancyandwren.co.uk.

Cancellations are only possible if the order has not yet been shipped.

If your order has already been dispatched, please follow the return process after delivery.

I entered the wrong shipping address. What should I do?

Please contact us as soon as possible at support@nancyandwren.co.uk.

We will do our best to update your shipping details before the order is shipped. However, we cannot guarantee changes once an order has already been processed or dispatched.

Customers are responsible for providing accurate and complete shipping information.

Returns & Refunds

What is your return policy?

You may return your item within 30 days of delivery, provided that the item is:

  • Unused and unworn

  • Undamaged

  • In resellable condition

  • Returned in its original packaging with all tags and labels attached

Returns submitted after the 30-day return period may not be accepted unless required by applicable law.

How do I start a return?

To start a return, please email us at support@nancyandwren.co.uk.

Please include:

  • Your order number

  • A brief description of the reason for the return

We will then send you return instructions and the correct return address.

Please do not send your return to our office address unless we specifically instruct you to do so.

Do I have to pay for return shipping?

Customers are responsible for return shipping costs, unless the item is defective, damaged, incorrect, or otherwise required by applicable law.

We recommend using a reliable shipping service with tracking.

Do you charge a restocking fee?

No. We do not charge a restocking fee.

How long does it take to receive a refund?

Once we have received and inspected your returned item, we will notify you whether your refund has been approved.

If approved, your refund will be processed within 7 business days to the original payment method.

Please note that banks and payment providers may require additional processing time, which is beyond our control.

Can I exchange an item?

Yes. Exchanges are possible within the 30-day return window, subject to availability.

To request an exchange, please contact us at support@nancyandwren.co.uk and include:

  • Your order number

  • The item you would like in exchange

Exchange items must be unused, unworn, undamaged, and returned in their original packaging with tags attached.

Are personalized or final sale items returnable?

Personalized, custom-made, or final sale items may not be eligible for return unless they are defective or otherwise required by law.

Damaged, Defective, Lost or Incorrect Items

What should I do if my item arrives damaged, defective, or incorrect?

Please contact us as soon as possible at support@nancyandwren.co.uk.

Include:

  • Your order number

  • Clear photos of the item and the issue

  • A brief description of the problem

After reviewing your case, we will, where appropriate, arrange a replacement at no additional cost or issue a full refund.

What happens if my package is lost?

If the shipping carrier confirms that your package has been lost, we will offer either a replacement or a full refund.

Please contact us at support@nancyandwren.co.uk and include your order number.

Payments

Which payment methods do you accept?

We currently accept the following payment methods:

  • Shop Pay

  • Shop Pay Installments

  • Visa

  • Mastercard

  • American Express

  • Diners Club

  • Discover

  • Apple Pay

  • Google Pay

Available payment methods may vary depending on your location, device, browser, and checkout eligibility.

Is my payment secure?

Yes. All payments are processed securely through Shopify Payments and trusted third-party payment providers.

Estelle & Ruby does not store your full credit card details on its own servers.

When will I be charged?

Payment is charged when your order is placed successfully.

Once your payment has been confirmed, you will receive an order confirmation by email.

Which currency do you use?

All prices on our website are displayed in USD ($), unless stated otherwise at checkout.

Your order will be charged in the currency shown at checkout before you complete your purchase.

Customs, Duties & Taxes

Do I have to pay customs, duties, or import taxes?

For international shipments, customs duties, import taxes, VAT, sales tax, or handling fees may apply depending on the destination country.

These charges are not included in the product price or shipping cost and are the responsibility of the customer unless otherwise stated at checkout.

Estelle & Ruby does not act as the importer of record outside the United States.

We are not responsible for delays, additional charges, or refusals caused by customs authorities.

Product Information

Will the product look exactly like the photos?

We do our best to display our products as accurately as possible.

However, slight variations may occur due to screen settings, lighting, manufacturing variations, or product updates.

How should I take care of my jewelry?

To keep your jewelry in good condition, we recommend avoiding direct contact with water, perfume, lotions, chemicals, and excessive moisture.

Store your jewelry in a dry place when not in use.

Contact

How can I contact customer support?

You can contact us by email at:

support@nancyandwren.co.uk

Customer service hours:
Monday to Friday, 09:00 – 17:00 business days

We aim to respond within 1–2 business days.