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Delivery & returns

Delivery, duties and taxes

Taxes and duties are calculated according to your shipping destination. You can shop online in Sterling only. UK VAT will be applied to orders shipped to EU and UK, excluding Channel Islands.

International orders are shipped on a DDU (Delivery Duties Unpaid) basis. This means that any duties and taxes incurred in the country of destination are the responsibility of the customer. If a shipment is refused, we will do what we can to nullify the customs charges and have the shipment returned to Elizabeth Gage Limited. We cannot guarantee that customs charges can be voided for a refused shipment. In this case, we will deduct the amount from your refund.

Customs charges vary depending on the country of delivery. If you are concerned about incurring high customs charges, we recommend you ask your local customs office about their rates.

Please also note that your shipment/order cannot be classed as personal effects/personal use as your shipment is coming from Elizabeth Gage Limited as a business to yourself as a consumer. Therefore, you are responsible for import duties/taxes at your local customs office. Duty and taxes incurred in the country of destination are the responsibility of the customer. When you place your order, you agreed to our terms and conditions of purchase.

Delivery to Russia
Elizabeth Gage Limited are unable to deliver to Russia, if you are ordering a piece of jewellery from us you will be asked to provide shipping address outside of the Russian Federation.

Delivery to China
Due to customs restrictions, we require the receiver to provide a ten digit customs registration number (CR number) to Elizabeth Gage Limited which must be obtained from Chinese customs. We cannot ship orders to China without the required CR number. Please be advised that you will need to contact your local customs for the customs registration number (CR number). Your local customs will return your shipment to us if you cannot provide your personal customs registration number. In this event you still may incur duties and taxes from customs in China, which you as the customer would be solely responsible for. Your ID number is not the CR number that is required by your local customs.

The option to collect your online purchase from our showroom, allows you to make an order online and collect it directly from 5 West Halkin Street, SW1X 8JA, London.

Upon purchase your dedicated sales representative will be in touch to arrange your collection date and time.

Our showroom is open Monday – Friday 10am – 5pm.

Delays to your collection:

The majority of orders will be ready to collect by 2pm next day (Monday – Friday) but should a piece need resizing, your order might need more time before being collected. Your sales representative will advise accordingly.

How to place a collection order:

Simply shop online as usual. When you go to the online checkout, select ‘Collect from our Showroom’. Thereafter your dedicated sales representative will be in touch using the contact information you have provided.

We’ll email you when your order is ready for collection:

When your order is ready for collection, we’ll send you an email to let you know it is ready to be collected.

What to bring when you come to collect:

When you come to collect your order, please bring:

– The email we sent saying it’s ready for collection – as a print-out or on your phone, tablet or laptop.
– A bank card or some photo ID. If you paid with an American Express card, please bring it.

Someone else can collect it for you:

On the condition that you have authorised someone to collect on your behalf with an email to your sales representative. The person collecting will be required to bring the email we sent saying your order is ready for collection.

Returns policy

In order to make a return for a refund or exchange please follow the steps below:

  1. Please send us an email to sales@elizabeth-gage.com or call us on +44 20 7823 0100 within 48 hours of receiving your order.
  2. If the item is a commissioned piece it cannot be exchanged or returned due to the unique nature of it.
  3. If all agreed we will provide you with our returns instructions and will provide you with a returns authorisation code.
  4. Include your original receipt in the returned parcel and please make sure the returns authorisation code is clearly written on the receipt. Any returned items that are not accompanied by an official returns authorisation code will not be accepted.
  5. It is advisable to send returned items by registered post and keep your proof of postage certificate, as we cannot be responsible for goods lost or damaged in transit.
  6. Send your return to: Elizabeth Gage Limited, 5 West Halkin Street, London, SW1X 8JA United Kingdom

If you have any questions whatsoever please do not hesitate to contact us on +44 20 7823 0100 and we will be more than happy to help.

Elizabeth Gage Limited accepts returns and exchange requests made within 14 days from when the goods have been received by you or a third party. Returns received after the 14 day period and up to 28 days will only be accepted at the discretion of Elizabeth Gage Limited for a credit note. A credit note is valid for 1 year from the issue date. Returns received after the 28 day period will not be accepted and will be returned to you.

The products you return must be in new and unused condition with all the original packaging and invoice/receipt. We do not accept any item with any indication that it has been used. In such cases, the item will be returned to you.

If you wish to receive a refund we will re-credit the original purchaser’s credit card for the sum paid less any taxes and duties and postage charges.

Elizabeth Gage Limited are not responsible for any item that is not returned in the manner set forth above and we cannot accept responsibility for packages until we are in possession of them. Your statutory rights as a customer remain unaffected.