All our items are sent in a presentation box or gift pouch, bubble wrapped and in a plain, unbranded box or padded envelope (we'd hate to spoil any surprise purchases!). We post all items using Royal Mail's services which come with tracking and insurance. For international orders, parcels can only be insured for a maximum of £250. If you require additional insurance above £250, please source your own insurance for your parcel. If you need any information from us to help you do this, please get in touch. If you purchase multiple items, we will split these into separate parcels so you receive as much insurance as possible via Royal Mail.
Once payment is received your item will be shipped within 3-5 working days to your confirmed PayPal address. Please note, we can't always post the very next day as we're based in the rolling hills of Yorkshire and our rural position means we can't always make it to the Post Office every day. If you do need an item shipping quickly, please let use know in the comments section when placing your order and we'll do all we can to get it to you as quickly as possible.
All customs and import charges are the responsibility of the buyer and we can not declare any of our items as gifts. We recommend you check your country's import laws regarding jewellery, precious metals and gemstones as these vary from country to country. Please note, at the moment due to Australia's customs laws we can not ship any of our jewellery items to Australia.
If in the event that a package is lost in transit, we will provide all shipping details to help trace the parcel but we cannot take responsibility for the item once it has been posted. If an item has been signed for as received via Royal Mail's tracking system - and has been signed for if applicable - we can't be held responsible for the whereabouts of your purchase if you have not received it and we cannot issue a refund if this happens.
For items posted to the UK - if your item doesn't arrive within 7 working days from the postage date, please let us know and we will file a claim on your behalf. All claims can only be submitted 25 days after the item was posted.
For items posted outside of the UK - if your item doesn't arrive within 25 working days from the postage date please let us know and we will file a claim on your behalf. All claims can only be submitted 25 days after the item was posted.
All items shipped outside the UK via Royal Mail can only be insured for a maximum of £250. Should a claim need to be made, please be aware that the total amount of compensation claimable if your item was over £250, is £250.
If you are not happy with your purchase, please get in touch within 14 days of receiving your parcel (this is when the parcel has been signed for on delivery) so we can arrange a return.
We can only offer a refund on the price of the item and can not refund the postage costs, pay return postage or cover any possible customs charges if the item is shipped back to us from outside the UK. The item must be returned from the country that we have posted the item to.
Please note, we can only accept returns for an item purchased from outside the UK and EU if it has arrived damaged. If this has happened, please contact us to arrange a return as soon as you receive the item and take photos of the damage to the parcel upon receipt. Please make sure you return the item with our original customs label displayed and clearly marked as a 'RETURN'. If any customs charges are incurred shipping the item back into the UK, these will need to be paid for by you, or they will be deducted from the refund total.
Items purchased by a layaway plan are non-returnable. Items also resized, modified or customised in any way by our jeweller or by you/your jeweller are not returnable.
We also do not accept returns on items where any damage has been incurred once you begin wearing the item.
We accept payment via PayPal.
To help make our pieces as accessible as possible, we also offer a layaway service so you can pay for your item in instalments. All layaway plans require a 30% deposit and the remaining amount is to be paid for over two or three months, dependant on the price of the item, in a further two or three instalments. We'll ship your item to you once you've completed your layaway plan. All items paid for via layaway aren't returnable and layaway deposits are not refundable if you decide not to go ahead with the rest of your plan. We only accept a maximum of two items per person for a layaway plan and you can only have one layaway plan running at a time. If you have further questions about our layaway plan, please get in touch.
If you are a retailer and would like to represent the Kate Gold brand with some of our products in your shop or online store, then we would love to hear from you!