FAQ

Returns & Cancellations

All sales are FINAL, with NO RETURNS possible. If you wish to cancel your order, please inform us within one hour of placing it. After this period, orders will be processed. Since most of our items are made to order specifically for you, we begin processing your order immediately. 

Please review all details carefully before placing an order. Each watch listing includes specific information about its condition, size, and other important details. If an item is returned due to an error on the part of the buyer, the cost of shipping the item back will be at the buyer's expense. If we made an error with your shipment, we will cover the cost of resending it.

Delivery Responsibility:
Once an order is dispatched, we cannot control or accept responsibility for the delivery process. All orders are provided with tracking numbers. If you experience any issues with delivery, please contact your local post office directly. We will not provide refunds or replacements unless the item shows no movement in the tracking system.

For our international customers:

Shipping costs are exclusive of any import tax or customs duties which may be payable on delivery to your country. WE ARE NOT RESPONSIBLE FOR ANY ADDITIONAL FEES YOU MAY BE CHARGED

Shipping:
We are based in London, United Kingdom, and proudly offer shipping to customers worldwide. 

All orders will be shipped with a tracking number that you will receive the next day after they are shipped! Rest assured, we provide tracking information for all orders. 

We run this brand ourselves, with just the two of us managing everything, so please note that it will take 2-4 weeks for us to ship your order, in addition to the shipping time (3-7 business days depending on your country.) Kindly consider this before placing your order.

Lost or Unreceived Packages: If your package is lost or hasn't arrived, please check your tracking number first (including your spam folder). Sometimes, packages are delivered to the wrong address, potentially due to an incorrect address provided during checkout. Once the package is scanned by the shipping company, our responsibility ends. For any issues, please report them on your local post office website as they may offer a refund.

Incorrect Address Provided:

1. Before Shipping: If your package hasn’t been shipped and you haven’t received a tracking number, contact us immediately via email at midnightjewelslondon@gmail.com. Provide your order number and full name, and we’ll update your address.
2. After Receiving Tracking Number: If a tracking number has already been sent, it means a shipping label has been purchased. Contact us to arrange payment for an additional shipping fee and provide the correct address.
3. After Shipment to Incorrect Address: If the package returns us due to an incorrect address, we will wait for your updated address and send your order after the additional postage charges are paid. Please note that no refunds will be provided, as most of our watches are made-to-order specifically for you. It is important to review all information carefully before proceeding with your purchase. In the event of delivery to an incorrect address, refunds will not be issued as we consider our obligation fulfilled.

Damaged Items: All watches are meticulously packaged and inspected before shipping. If you believe the item was damaged prior to shipment, please contact us. We are not responsible for damage occurring post-shipment. We recommend filing a claim with your local shipping company for any damage incurred during shipping as they may cover the cost.

Contact & Support Guidelines

For any inquiries, please reach out to us via email at midnightjewelslondon@gmail.com or through the contact section on our website. Be sure to include your order number for quicker assistance.

Please Note:
Due to the high volume of messages we receive daily, we are unable to respond to Instagram DMs. Our response time is typically between 1-4 business days. Sending multiple emails will not expedite our reply, but rest assured we will get back to you as soon as possible.

Order Status:
All orders include tracking, which is provided once an order has been fulfilled. Once an order is shipped, the responsibility for the package lies with the postal service handling the shipment. IF YOU ENCOUNTER ANY DELIVERY ISSUES OR DELAYS, PLEASE CONTACT THE POSTAL SERVICE DIRECTLY.

Order Confirmation and Tracking:
Order confirmations are automatically sent to the email provided at checkout. If you purchased with Apple Pay, check the email associated with your Apple Pay account. Once your order has shipped, you will receive another automated email containing the tracking link. Please check your spam folder, as some email settings may direct these messages there.

Jewelry Care Tips:
To preserve the quality of your jewelry:

• Remove your jewelry before entering water.
• Allow sunscreen and perfumes to settle into your skin before putting on jewelry.
• Store jewelry in a cool, dry place when not in use.

Our handmade products are crafted using a variety of materials, which are specified in each item's description. While we strive for high quality and affordability, it's important to note that our products are not made of solid gold and, as a result, may naturally fade over time.

Color Longevity:
The duration of color preservation varies based on individual factors, including body chemistry. Some wearers may experience longer-lasting color, while others may notice changes sooner. Due to these variations, we cannot guarantee how long the color will last for each individual.

Usage Recommendations:
To extend the life of your item, we do not recommend wearing it every day, especially if you anticipate sweating or engaging in activities that may cause excess moisture. Proper care and mindful usage can help prolong the color and condition of your product.

Please Consider Before Purchasing:
We aim to offer high-quality, well-priced items compared to similar products on the market. However, please keep in mind that, as with any non-solid gold material, some degree of wear and fading over time is inevitable. The tarnishing of our watches varies based on individual physical chemistry due to the mix of materials used, which affects the longevity of each piece.

Customization Options and Product Variations Information 

Some of our watches offer extra chain adjustment options. If you would like your watch with an additional chain or specific measurements, please indicate your preferences in the notes section during checkout; otherwise, they will arrive without the chain.

Certain watches are available in multiple sizes. When you choose a smaller or larger size, the watch may be customized with features such as extra beads or fewer beads, depending on the design, so please consider this carefully.

Please note that all our watches are handcrafted, and we do not keep a large stock of each material. Consequently, certain components, like clasps or jump rings, and the brand names on the watches, may vary slightly, as we do not produce the dial part. Additionally, our gemstone watches may display different colors and patterns due to the natural variations in the gemstones.