Delivery and presentation
Orders are sent using insured, trackable delivery services and are presented in Lark & Berry packaging. Delivery estimates begin when the piece is ready to dispatch, not necessarily on the date an order is placed.
Standard tracked worldwide delivery is complimentary when the order value after discounts is more than £400, or the equivalent shown for your market. Other delivery charges are shown before payment. Same-day or urgent London delivery is subject to availability and must be confirmed with the team.
Timing, made-to-order pieces and pre-orders
In-stock pieces are normally dispatched within the estimate shown at checkout. Made-to-order, personalised, resized and pre-order pieces have a separate production or dispatch estimate shown on the product page, in your order confirmation or confirmed personally by the team.
If we learn that we cannot meet a promised delivery date, we will contact you with a revised estimate and the options required by applicable law. For United States orders, if no shipping time is stated, the applicable federal prompt-delivery rules generally require shipment within 30 days or a delay notice giving you a choice to agree to the delay or cancel for a prompt refund.
Taxes and duties
United Kingdom prices include applicable VAT and domestic delivery does not attract import duty. We currently include import duties for deliveries to the United States and Hong Kong where your checkout or order confirmation states that duties are included.
United States state or local sales and use taxes may still be charged separately depending on the destination and applicable rules. Governments and local authorities can change duties, taxes or collection requirements without notice. If a charge is not shown as included at checkout, it may remain payable by the recipient. We are happy to clarify the expected treatment before you order, but we cannot override or accept responsibility for a tax newly imposed by a public authority.
Online returns for standard pieces
For an eligible standard online purchase, tell us within 14 days after the day you receive it if you wish to cancel. Return the piece within the following 14 days, unworn and in its original condition, with its tags, certificates and packaging. Email us before sending anything so we can provide the correct return instructions.
You are responsible for the cost and risk of return shipping unless the piece is faulty or we agree otherwise. We strongly recommend an insured, trackable service. Your refund is made to the original payment method after the return is received and inspected, within the period required by applicable law. Where UK cancellation rights apply, the refundable amount includes the least expensive standard outbound delivery option offered for the order.
Pieces created specifically for you
The pieces we identify as excluded from change-of-mind returns are created specifically for the individual customer. This includes bespoke commissions, engraving, engagement rings made to a confirmed size, metal and stone specification, and other pieces altered or produced to a customer-specific specification. Once production has begun, these pieces cannot normally be cancelled, exchanged or returned for a change of mind. Any non-refundable deposit and the work it covers will be identified before you approve the commission.
We will identify the returns classification before purchase wherever a piece is created after order. We do not treat an item as customer-specific merely because an otherwise standard product begins production after an order; any statutory cancellation right that applies to that individual order remains unaffected.
Nothing in this policy limits rights relating to faulty, misdescribed or otherwise non-conforming goods.
Piercing jewellery, sale pieces and gifts
For hygiene protection, sealed piercing jewellery cannot be returned after its protective seal has been broken, except where it is faulty or your legal rights otherwise require. Suitability and fit should be checked before opening the seal.
Sale and promotional pieces retain any statutory rights that apply. A discount does not remove rights relating to faults or an applicable online cancellation period. Gift cards are not returnable except where required by law. A refund for a gift is normally returned to the original purchaser and payment method.
Faults, damage and contacting us
If a piece arrives damaged, appears faulty or is not what you ordered, contact hello@larkandberry.com promptly with your order number and photographs where useful. We will assess the piece and provide the repair, replacement, price reduction or refund required by applicable law. Do not arrange an unauthorised repair before we have assessed the issue.
Returns should not be sent without instructions. Our UK correspondence and return address is Lark & Berry Ltd, 52a George Street, London, W1U 7EA, United Kingdom.