Terms & Conditions
All Victoria Maloney items shipped to the United Kingdom and Northern Ireland will be sent using Royal Mail Special Delivery guaranteed next working day. For international delivery of goods under the value of £250 all Victoria Maloney orders will be dispatched using Royal Mail International Tracked & Signed service. Delivery times are estimated between 4-9 working days. For international delivery of goods over the value of £250 all Victoria Maloney orders will be dispatched using DPD Air Express fully tracked service and will arrive within 2-5 working days. Please note that all of these are insured methods of postage therefore your parcel will require a signature on arrival.
All Victoria Maloney sterling silver and gold plated items will arrive in a branded Victoria Maloney card box with a recycled paper ribbon, all fine jewellery and bespoke items will arrive in a branded Victoria Maloney wooden box. For all posted items your jewellery will arrive in a recycled brown cardboard box. For discretion and security all of our boxes are branded on the inside only, however for postal services they will require a return address and company name which is marked discreetly on the back.
Returns & Exchanges
If for any reason you are not completely satisfied with your online purchase and would like to return the item for a refund, please contact us within 7 days of receiving your item to arrange a return and refund.
*Please note that earrings are excluded from the refund policy due to hygiene reasons. We are unable to refund any earrings purchased at Victoria Maloney. Also exempt from any refund are Bespoke commissions, made to order items or jewellery altered to a customer request.
To return an item to us, please follow the below steps:
Contact us directly at firstname.lastname@example.org to request your return number and return postage address.
You have 7 days from receipt of your order to contact us to arrange a return of your purchase. The item must then be returned to us within 7 days from that point.
Please securely package your item/s in their original box along with a note containing your name, order number, returns number and the reason for your return.
On the outside of the packaging please make sure to clearly write your name and return number on the back.
Return the item to us via a secure, trackable service. If you are in the UK, we recommend Royal Mail Special Delivery insured to the value of your item.
Victoria Maloney does not accept any responsibility for return postage costs, nor for any items lost, stolen or damaged in transit. These responsibilities belong to the customer.
When returning an item from overseas, please still make sure to follow the above steps.
Victoria Maloney does not accept any responsibility for return postage costs, nor for any items lost, stolen or damaged in transit. These responsibilities belong to the customer. Therefore we strongly recommend using a secure and tracked service to return the goods to us safely.
Please take care if a customs declaration form is required, to correctly mark the goods as a ‘RETURNED ITEM’. This will ensure that no additional customs fees are incurred. In the instance that an item is incorrectly marked and a customs fee is incurred, this may be passed on to the customer. This may also delay the returns process.
If you are at all uncertain about how to correctly fill in the customs form, then please speak with the relevant customs or post department before returning the item.
If you have any queries about returning goods to us internationally then please get in touch so we may advise you.
Unfortunately we do not exchange products. However you can return an unwanted item to us for a full refund and place a new order for an alternative item.
Please also note
Returns received outside of the above stated timelines are accepted at the discretion of Victoria Maloney
Refunds will be issued within 14 days of Victoria Maloney receiving your return.
All refunds of undamaged and unworn products that have been correctly returned, will be credited to the customer via the original method of purchase.
Unwanted gifts returned outside the above stated timelines may be exchanged for a credit note voucher.
Returning Faulty Goods
In the rare event that goods are delivered faulty or damaged please contact Victoria Maloney directly so that we can arrange a replacement or a refund. If a package you receive is damaged or has been opened please contact us immediately.
Faulty items will only be accepted for return if the goods have been delivered to the customer damaged, or if a manufacturing fault occurs within 6 months after delivery. All items that are returned as faulty will be assessed by Victoria Maloney, and any damage that is deemed to be a direct result of general wear or accidental damage will not be accepted as faulty. We offer a full repairs service for such items at a small fee to cover the cost of the repair and the return postage, for more information please visit our jewellery care page or contact us directly at email@example.com
Online Order Cancellation
If you wish to cancel an order placed online at www.victoriamaloney.co.uk please email us immediately at firstname.lastname@example.org
Please note that once your order has been dispatched, we are unable to cancel it. Once you have received your order, you have 7 days to contact us to arrange a return of goods, then a further 7 days to return the item to us. In this circumstance, please follow the above return instructions.
The above does not affect your statutory rights.
Lost or Late Deliveries
If your delivery has been delayed, then please contact us and we will provide you with tracking information to enable you to locate it.
Unfortunately we are unable to refund or replace lost items until 20 working days after the date of despatch (this may be 30 days for international items) as this is when the Royal Mail classes an item as being lost.
International delivery – When items are sent to another country, your parcel is often handled by more than one postal service. When we send a parcel abroad, the actual delivery of the item will be the responsibility of the postal service in the country the items are going to. Delays can often be caused by customs checks, please note this can sometimes take 1-2 weeks.
Items not received but showing as delivered – This frequently happens when items are delivered to places of work. In some cases, your item might have been delivered to a post room or colleague within your company and someone else will have signed for it. You can check the signature and name of the person that has signed for the parcel by checking your tracking number on the Royal Mail website ‘Track and Trace’ page. Please note that we do not refund or replace items that are tracked as being delivered. Victoria Maloney cannot be held responsible for goods theatre lost or delayed in transit.
Bespoke commissions start at £500.
You can contact Victoria Maloney regarding a bespoke piece of jewellery via our ‘bespoke contact form’ or email us with a general enquiry. Once we have discussed initial ideas with you we will then put together a bespoke design package.
Once the design package and the price of your bespoke piece of jewellery has been confirmed Victoria Maloney requires a 50% deposit payment in advance of starting work. The remaining balance for your jewellery will then be due on completion of goods. Please note payment must be made prior to shipping or collection.
Repairs and Reconditioning
As with all things we love and wear regularly, over time, your jewellery might need a bit of extra care and attention.
Victoria Maloney offers a repair service on all our items, from fixing broken chains to refinishing gold plated pieces.
Please contact Victoria Maloney directly to get a quote for repairs and reconditioning.
Repairs, resizing and reconditioning of jewellery usually take between 4-6 weeks, once your item has been received we will process the order, you will then be contacted when your jewellery is ready to be dispatched.
For further information about looking after your jewellery please visit our ‘Jewellery Care’ page.
Given the handmade style of Victoria Maloney jewellery, there may be slight variations between each individual piece to the images provided on this site.