Customer Service

 

Please click the below sub-headings to go straight to the relevant section

 

Shipping & Delivery

Please note that the price for all delivery methods is calculated on weight of total order. To calculate the price for your order please use the "Estimate Shipping" function when checking out. If you need any help using this function please do not hesitate to contact a member fo staff on 0044 (0) 207 449 1940

UK Deliveries

Once you have placed an order with made we will do our utmost to ensure your item arrives as quickly as possible. 

We offer a choice of two services for UK addresses: 

  • Standard delivery service uses Royal Mail First Class Recorded (Signed for) Post. This service is free on orders over £50. You should receive your order within 1-3 days.

  • Guaranteed Next Day delivery service uses Royal Mail Special Delivery and will be despatched the same day for delivery the following morning for orders received before midday* (weekdays only). Where orders are placed at a weekend or on a bank holiday, they will be treated as if received the morning of the next working day. 
*Please note that all orders will require a signature on delivery unless specified directly to us, please phone us on 0207-449-1930 if you need help with this.
 
Where orders are placed at a weekend or on a bank holiday, they will be treated as if received the morning of the next working day. 

Order Value Up to £49 £50 and Over     
Postal Charge      £3.45 (Approximately) Free
Service   Royal Mail -1st Class Recorded Delivery                     

International Deliveries

Europe

Order Value Up to £99 £100 and Over
Postal Charge      £10.00 (Approximately) Free
Service   Royal Mail - Airsure/International Recorded Delivery  

Orders received before 12 noon the same day (Monday - Friday) will be despatched the same day. Where orders are placed at a weekend or on an English bank holiday, they will be treated as if received the morning of the next working day. 

*This service requires a signature to be given on receipt delivery. 

We are unable to accept orders where full address information has not been supplied. 

All prices are in pounds sterling (GBP). If paying with a non-UK credit or debit card, please check with your card issuer for conversion rates and any charges they may levy on foreign currency transactions. 

North America

Order Value Up to £200 £200 and Over
Postal Charge      £11.00 Free
Service   Royal Mail - Airsure/International Recorded Delivery  

Orders received before 12 noon the same day (Monday - Friday) will be despatched the same day. Where orders are placed at a weekend or on an English bank holiday, they will be treated as if received the morning of the next working day. 

Deliveries should take between 5-7 days from point of order to reach you. However, please allow 14 working days for any postal delays before contacting made Customer Services. 

This service requires a signature to be given on receipt delivery. 

We are unable to accept orders where full address information has not been supplied. 

All prices are in pounds sterling (GBP). If paying with a non-UK credit or debit card, please check with your card issuer for conversion rates and any charges they may levy on foreign currency transactions. 

Rest of the World

Order Value Up to £200 £200 and Over
Postal Charge      £15 Free
Service   Royal Mail - Airsure/International Recorded Delivery  

Orders received before 12 noon the same day (Monday - Friday) will be despatched the same day. Where orders are placed at a weekend or on an English bank holiday, they will be treated as if received the morning of the next working day. 

Deliveries should take between 5-7 days from point of order to reach you. However, please allow 14 working days for any postal delays before contacting made Customer Services. 

This service requires a signature to be given on receipt delivery. 

We are unable to accept orders where full address information has not been supplied. 

All prices are in pounds sterling (GBP). If paying with a non-UK credit or debit card, please check with your card issuer for conversion rates and any charges they may levy on foreign currency transactions. 

Customs Information

When ordering goods from Made for delivery outside of the European Union, you may be subject to import duties and taxes which are levied once the package reaches your country. Any additional charges for customs clearance must be borne by you; we have no control over these charges and cannot predict what they may be. Customs policies vary widely from country to country, so you should contact your local customs office for further information. Additionally, please note that when ordering from Made, you are considered the importer of record and must comply with all laws and regulations of the country in which you are receiving the goods. 

Generally, customs forms for international packages will list the value of the contents of your order by product type. For instance, orders containing Jewellery will generally be listed in a way similar to the following example: Brass Handicrafts -  £32 or Brass Necklace - £28 

Your privacy is important to us and we know that you care about how information about your order is used and shared. We would like our international customers to be aware that cross-border deliveries may be subject to opening and inspection by customs authorities. 

If the order is a gift, the package is marked "Gift" but the cost of the item is still stated on the customs form. Customs authorities require us to state the value of the gift item directly on the package. 

Privacy & Security

By using this site, you signify your assent to these terms of use. If you do not agree to these terms of use, please do not use the site. By placing an order with us you will be deemed to have read, understood and agreed to these Terms and Conditions. 

These Terms and Conditions and your use of our web site are governed by English law and you agree to submit to the non-exclusive jurisdiction of the English court. This does not affect your non-excludable statutory rights. 

A Contract between the customer and Made for the sale of our products will only exist once an order has been accepted, processed and despatched ( at which point the buyers credit/debit card will be charged for the value of the goods despatched). This does not affect the customer's statutory rights. 

Made reserve the right to cancel any order at any time providing no payment has been taken. 

Prices and availability of goods is subject to change without notice. 

Restrictions on Use of Material

This site is owned and operated by Made. No material from Made may be copied, reproduced, republished, uploaded, posted, transmitted, or distributed in any way, except that you may download one copy of the materials on any single computer for your personal, non-commercial home use only, provided you keep intact all copyright and other proprietary notices. Modification of the materials or use of the materials for any other purpose is a violation of Made copyright and other proprietary rights. For purposes of this Agreement, the use of any such material on any other Web site or networked computer environment is prohibited. 

Disclaimer 

The materials in this site are provided "as is" and without warranties of any kind either express or implied. To the fullest extent permissible pursuant to applicable law, Made disclaims all warranties, express or implied, including, but not limited to, implied warranties of merchantability and fitness for a particular purpose. Made does not warrant that the functions contained in the materials will be uninterrupted or error-free, that defects will be corrected, or that this site or the server that makes it available are free of viruses or other harmful components. Made does not warrant or make any representations regarding the use or the results of the use of the materials in this site in terms of their correctness, accuracy, reliability, or otherwise. You (and not Made) assume the entire cost of all necessary servicing, repair or correction. Applicable law may not allow the exclusion of implied warranties, so the above exclusion may not apply to you. 

Limitation of Liability 

Under no circumstances, including, but not limited to, negligence, shall Made be liable for any special or consequential damages that result from the use of, or the inability to use, the materials in this site, even if Made or an authorised representative has been advised of the possibility of such damages. Applicable law may not allow the limitation or exclusion of liability or incidental or consequential damages, so the above limitation or exclusion may not apply to you. In no event shall Made total liability to you for all damages, losses, and causes of action (whether in contract, tort (including, but not limited to, negligence) or otherwise) exceed the amount paid by you, if any, for accessing this site. 

Returns & Replacements

We hope that you are happy with all of your purchases with us. If you're not, please return the product to Made following the instructions below, and we'll exchange or refund it - no questions asked. (Please see below for products excluded from this policy).

Under the Distance Selling Regulations, if you buy online or by phone, your consumer rights entitle you to a full refund if you request one in writing within 7 working days of receipt of the goods. This does not include the cost of returning the item to us but does include the orignal postage and packing fees. There are some goods that are not included in the Distance Selling Regulations and these items have been listed below.

Condition of returns

It's important that returned items are in the same condition as recieved, so please take reasonable care of them and keep all packaging in tact. We ask that all items are returned to us within 14 days of reciept (or 7 days of notification) - any items that are returned outside of this 14 day period will no longer be eligible for a refund.

See information on Distance Selling Regulations Here.

Delivery charges

We'll refund any delivery charges you've paid, provided you return the full order within the alloted 14 day period - please ensure all proof of postage is retained until your returns have been  succesfully recieved. 

Products we're unable to cancel, refund or exchange

Unless faulty or not as described, we cannot refund or offer an exchange on:
  • Earrings

This does not affect your statutory rights.

Faulty Item

If the item you received is faulty, please contact us (enquiries@made.uk.com) quoting your order number, your name and address, details of the product and the reason for return, and whether you require a refund or a replacement. We will then advise on how to proceed with the return. You have 30 days from receipt of the faulty item to return it to us. 

I received the wrong item

If the item you received is not what you originally ordered, please contact us (enquiries@made.uk.com) quoting your order number, your name and address, details of the product and the reason for return, and whether you require a refund or a replacement. We will then advise on how to proceed with the return. 

Our returns policy does not affect your statutory rights. 

*Note: All items must be returned in its original packaging with any enclosed documentation. Jewellery care guidelines: Avoid contact with perfume, deodorant, hairspray or water. Avoid scratching your jewellery by storing in a non-abrasive box or pouch. Handle with care and do not apply any unnecessary force. 

Returns Procedure

Please email a request (enquiries@made.uk.com) for refund/exchange within 7 days of recieving your goods. There is no need to await reply, simply place a copy of your email in with your returns package as proof of notification. 

Using the address label provided please return the goods using a recorded delivery service and retain all certification of posting. For those who choose not to use the label provided the address for returned product is -: Unit B Primrose Hill Workshops, 77 King Henrys Road, London, NW3 3QU

Ordering

If you have any problems using this site please do not hesitate to contact a member of staff . Our contact email address is enquiries@made.uk.com and our contact telephone number is +44 (0)207-449-1930. Our office support opening hours are Monday-Friday, 9:30 - 5:30. If you need to contact us by phone outside of these hours please email on the above address stating your name, contact telephone number and a brief summary of your query and a member of staff will get back to you ASAP.

Payment, Pricing & Promotions

Whilst we try and ensure that all details, descriptions and prices which appear on this Website are accurate, errors may occur. If we discover an error in the price of any goods which you have ordered we will inform you of this as soon as possible and give you the option of reconfirming your order at the correct price or cancelling it. If we are unable to contact you we will treat the order as cancelled. If you cancel and you have already paid for the goods, you will receive a full refund. Where applicable, prices are inclusive of VAT. Delivery costs will be charged in addition; such additional charges are clearly displayed where applicable and included in the 'Total Cost'.

The Service may contain typographical errors or other errors or inaccuracies and may not be complete or current. We therefore reserve the right to correct any errors, inaccuracies or omissions and to change or update information at any time without prior notice. We reserve the right to refuse to fill any orders that you may place based on information on the Service that may contain errors or inaccuracies, including, without limitation, errors, inaccuracies or out-of-date information regarding pricing, shipping, payment terms, or return policies