Shipping policy

Section 1: General Overview
At TGN Jewellers, we are committed to delivering luxury with care, consistency, and transparency. This Shipping Policy explains the methods, timeframes, limitations, and responsibilities associated with the shipment of goods from our studio to your doorstep. By placing an order through our website, you agree to the terms outlined below and acknowledge that shipping timelines and methods may vary depending on the nature of the order, courier service conditions, & destination.

Section 2: Order Processing Time
All orders, whether domestic or international, require a standard processing time of three to five (3–5) business days. This includes payment verification, order confirmation, quality inspection, packaging, and preparation for dispatch. Processing times may be extended during promotional periods, holidays, or in the event of technical or stock-related delays. Orders placed after 2:00 PM GMT will be processed on the following business day. Processing does not include weekends or public holidays.

Section 3: Delivery Timeframes
After processing is complete, shipping typically takes between five to ten (5–10) business days for UK and international destinations. Depending on courier logistics, customs clearance, or destination proximity, delivery may extend to a maximum of fifteen (15) business days from dispatch. We do not guarantee exact delivery dates. Delays caused by customs inspections, severe weather, strikes, or local courier disruptions are beyond our control. Orders shipped to rural or remote areas may experience longer delivery times.

Section 4: Custom and Made-to-Order Items
Custom-designed or made-to-order jewellery requires an extended lead time. These orders are generally completed within two (2) to four (4) weeks, depending on the complexity of the design, availability of gemstones, design approvals, and volume of orders in the queue. This timeline does not include processing or shipping. Once your custom item is completed, it will enter the normal dispatch and shipping timeline described above. By ordering a bespoke piece, you agree to this minimum time allowance and waive the right to refund or cancel due to standard production duration.

Section 5: Shipping Methods and Carriers
TGN Jewellers works with multiple trusted carriers, including but not limited to Royal Mail, DHL, UPS, FedEx, Evri, and DPD. The choice of courier is made at our discretion based on service reliability, destination country, value of the package, and logistical efficiency. All shipments are sent via tracked and insured services. A tracking number will be emailed once your item is dispatched. Signature may be required upon delivery. We are not responsible for packages that are undeliverable due to incorrect or incomplete address details provided by the customer at checkout.

Section 6: Shipping Costs and Duties
Shipping charges are calculated at checkout based on the order total, delivery address, and shipping method selected. TGN Jewellers may offer free shipping for certain promotions or minimum order thresholds. For international orders, customers are solely responsible for all applicable customs duties, import taxes, brokerage fees, and government charges upon arrival in their country. These are not included in the purchase or shipping cost. Refusal to pay customs fees may result in the package being returned, abandoned, or destroyed. No refunds will be issued in such cases.

Section 7: Delivery Issues and Lost Packages
Customers must report delivery issues within seventy-two (72) hours of the stated delivery date. If tracking indicates delivery but the customer claims non-receipt, a full investigation will be opened with the courier. This process may take up to fourteen (14) business days. No replacements or refunds will be processed until the courier concludes their investigation. TGN Jewellers is not liable for stolen packages confirmed as delivered to the address provided. Customers are advised to ensure secure delivery locations and sign for high-value items. If a package is returned to us as undeliverable, reshipping will be at the customer's expense.

Section 8: Pre-Orders and Delayed Items
For items marked as "pre-order" or “in production,” estimated shipping dates will be displayed on the product page or communicated via email after purchase. These are good faith estimates and not guaranteed deadlines. If a delay occurs due to sourcing constraints, manufacturing changes, or quality assurance, the customer will be updated promptly. TGN Jewellers reserves the right to adjust estimated shipping dates without prior notice. Refunds will not be granted on pre-order items unless they are delayed beyond sixty (60) calendar days from the estimated dispatch date.

Section 9: Partial Shipments
If an order contains both ready-to-ship and custom-made items, we reserve the right to dispatch all items together once the final product is complete. Customers who wish to receive part of their order earlier must contact us to request a split shipment, which may incur additional charges. We do not split international shipments unless expressly agreed upon in writing.

Section 10: Force Majeure and Carrier Delays
TGN Jewellers is not liable for shipping delays or delivery failures caused by events beyond our reasonable control, including but not limited to acts of God, pandemics, natural disasters, government restrictions, labour strikes, courier disruptions, cyber attacks, or customs seizures. In such events, timelines will be extended and orders fulfilled as soon as operational conditions allow. Customers will not be entitled to compensation or cancellation solely due to shipping delays caused by these factors.

Section 11: Address Verification and Responsibility
It is the customer’s sole responsibility to provide a complete and accurate shipping address at the time of purchase. We do not accept liability for misdelivery, loss, or damage resulting from incorrect address information. If a package is returned due to an incorrect or incomplete address, reshipment will only occur after the customer provides a valid address and pays applicable reshipping fees. If the customer fails to do so within fourteen (14) days of our request, the order may be cancelled, and a partial refund issued minus original shipping costs and restocking fees.

Section 12: Contact for Shipping Enquiries
For any questions related to your shipment status, tracking, or estimated delivery, please contact our support team at tgnjewllers@gmail.com. We aim to respond to all shipping-related enquiries within forty-eight (48) business hours. Please include your full name, order number, and the nature of your query in your message.