Last updated: 17 September 2026
QALB JEWELS
Shipping & Delivery Policy
Qalb Jewels Ltd (UK) · Last updated: 30 August 2026
1. Overview
Every Qalb Jewels piece is made to order and handcrafted with meticulous attention to detail. Because each piece is produced individually, timelines vary with design complexity, gemstone selection, and workshop capacity. This policy explains how we produce, dispatch, and deliver your jewellery — and what to expect at each stage.
2. Production and dispatch
All Qalb Jewels pieces are made to order. Your estimated completion date is confirmed when your order is placed — typically 6–10 weeks, depending on the design and the availability of your chosen gemstones — and we will keep you informed as your piece progresses.
Production and dispatch are separate stages: a piece is dispatched only once it has completed craftsmanship, hallmarking, final polish, and our final quality inspection. Once it passes, it is prepared for insured dispatch and you will receive a shipping confirmation email with tracking details.
3. UK delivery
– Carrier: Royal Mail Special Delivery Guaranteed.
– Delivery time: typically 1–2 working days after dispatch.
– Cost: complimentary on all UK orders.
– Every shipment is fully insured in transit and requires a signature on delivery.
– For security, we do not ship to PO boxes or parcel-forwarding addresses.
4. Collection and personal handover
Many clients prefer to receive a bespoke piece in person. You are warmly invited to collect your piece from our Birmingham studio by appointment — a moment we are always glad to share. For high-value orders, we may also contact you to arrange enhanced insured courier delivery or personal handover, subject to availability and location.
5. International delivery
– We ship worldwide, excluding destinations restricted by our insurers or by UK export controls — if in doubt, ask us before ordering.
– Carrier: FedEx or DHL Express, fully insured in transit.
– Delivery time: typically 3–7 working days after dispatch, depending on destination.
– Customs and duties: international orders are shipped on a DDU (Delivered Duty Unpaid) basis. Import duties, taxes, and clearance fees charged by your local customs authority are your responsibility, and are payable before the parcel is released to you.
– Delivery times are estimates and may be affected by customs clearance or local carrier delays.
6. Packaging
Every order travels in discreet, secure packaging that gives no indication of its contents. Your jewellery box and certificate of authenticity are enclosed within protective outer layers for safe transit.
7. Delivery and risk
Your piece remains our responsibility until it is delivered to you. The courier will require a signature from you or someone authorised to accept on your behalf; if no one is available, they will leave a notice for redelivery or local collection. Please only ask someone to sign for the parcel if you trust them to receive it — once it is signed for at your address by you or your authorised representative, delivery is complete.
If a parcel is marked as delivered but has not reached you, contact us immediately: we will pursue it with the carrier and our insurers on your behalf.
8. Delays
Production and delivery times may lengthen during peak seasons and public holidays. In the rare event of an unforeseen delay — a supply issue, or a hallmarking backlog at the Assay Office — we will tell you promptly, with a revised estimate. We cannot control courier or customs delays once a parcel has left our hands, but we will always help you chase them.
9. Split shipments
If your order includes multiple pieces, they may be dispatched separately for insurance and security reasons. You will receive tracking details for each parcel individually.
10. Lost or damaged shipments
Every shipment is insured to its full value in transit. If your parcel is lost, or arrives damaged:
1. Contact us at care@qalbjewels.com as soon as you can — prompt notice (ideally within 7 days of delivery or expected delivery) helps us act quickly with the carrier and insurer.
2. For a damaged parcel, keep all packaging materials and photograph the parcel and its contents before anything is discarded.
3. We will handle the insurance claim and, once verified, repair, replace, or recreate the piece — you will not be left carrying the loss for something that happened in transit to you.
11. Address changes
If your delivery address changes after your order enters production, email care@qalbjewels.com and we will confirm the change in writing. We cannot redirect a parcel once it has been dispatched, so please tell us before your shipping confirmation arrives.
12. Changes to this policy
We may update this policy as our courier arrangements, insurance partners, and delivery options evolve. Changes apply to orders placed after the change; the policy in force when you ordered is the one that applies to your order.
13. Your legal rights
Nothing in this policy limits your statutory rights under the Consumer Rights Act 2015 or the Consumer Contracts Regulations 2013. In particular, goods remain at our risk until they come into your physical possession or that of a person you have identified to receive them.
14. Contact
Qalb Jewels Ltd (UK)
Registered office: [Insert address]
Email: care@qalbjewels.com
www.qalbjewels.com