How long will it take to make and dispatch my order?
If your item is already made, we aim to dispatch it within 7 days from the date of order. However, many of our items are hand-crafted to order (shown on the product page). In this case, it may be up to 6 weeks before we can dispatch your order from the studio, with shipping time to be added on top of that.
Please also allow appropriate shipping time (see below) to your delivery destination, and be aware that dispatch and delivery times are only ever estimates - very occasionally things like adverse weather, strikes, pandemics or illness just get in the way. If we ever become aware that your order is going to be delayed, we'll make every effort to contact you.
Can you send my order urgently?
If you need your jewellery to arrive in time for a special occasion, please (oh please, we really mean this) contact us before ordering, so that we can check our making schedule, and let you know if we can get your order to you in time. If it's humanly possible and you're nice when you ask, we'll always do our absolute best to help.
In the months before Christmas, Valentine’s Day and Mother's Day, as we're so busy, it’s more difficult for us to speed up individual orders, so please order in plenty of time. However, we occasionally have the capacity to fast-track a limited number of orders (a surcharge may apply during busy periods like Christmas), so please ask for details.
What happens during studio closures?
We're only human so, occasionally, when order levels get too high for our little team to manage, we close the studio for short periods, in order to catch up. We also close from time-to-time in order to rest and recharge, and to work on new designs.
When the studio is closed, a notice to this effect appears at the very top of our home page. Orders placed while we're closed are processed when we return to work, so this will of course extend the time it takes for you to receive your jewellery.
UK delivery information
We currently ship to UK mainland addresses, excluding Northern Ireland. Standard shipping to these destinations is free, but an upgrade to a tracked service is available for £5 per order address: we recommend this for your peace of mind.
We send orders out via Royal Mail. Your parcel may need to be signed for on arrival. If you're out when the postman calls, a card may be left, your order may be delivered to a neighbour (unless you've opted out of this, on the Royal Mail website), and/or you might need to collect your order from your local delivery office.
Please be patient about delivery: during this time of pandemic, and at busy times like Valentine's Day, Mother's Day and in the month leading up to Christmas, delivery services may struggle, and may take longer than you'd expect to get your parcel to you. Please allow up to 28 days from the date of dispatch for shipping.
International delivery information
At present, we're shipping within the UK mainland (excluding Northern Ireland) only. Please get in touch if you're interested in ordering for delivery to another country, so we can advise about current availability and shipping prices.
Customers are responsible for all taxes, tariffs, duties, customs charges, import fees and other costs that may be incurred or payable in respect of their orders. If ordering for delivery to a non-UK mainland address, before you order, please check you're happy with the likely amounts you may be charged in respect of these costs.
Returns & exchanges
If, for any reason, you're not completely satisfied with your Mojo & the Maker jewellery bought from this website, and you'd like to return it, please first notify us of your return, and the reason for it, by emailing hello[at]mojoandthemaker.com.
Please then return the item to us in its original, undamaged, unworn condition, and in the original packaging, securely packaged to go safely in the post, within 14 days of receipt, enclosing a copy of the order note sent out with your jewellery, and stating whether you'd like an exchange or a refund.
After notifying us of your return, and the reason for it, please return your item in the condition explained above, to:
Sarah Jane Whittaker
Mojo & the Maker
PO Box 793
TF7 9GE, UK
You will need to pay for the cost of return shipping, unless we have made a mistake or the item is faulty. If we're required to pay a fee to collect your returned item from the delivery office (for example, if you've failed to add postage to your parcel, or have added too little postage to it), this sum may be deducted from any refund or exchange value.
Please ensure that the items are safely packaged and returned to us using a tracked & insured delivery service, and include a reason for the return. Sadly, we can't be held responsible for items that are lost in transit whilst being returned to us, so we strongly recommend that you select an appropriate tracked and insured shipping service, and also retain your proof of posting receipt.
Refunds are made via the same payment method you used online. Alternatively, we are happy to offer a gift voucher in exchange within 14 days of purchase for items returned in line with our returns policy which were bought online from this website. Where shipping is refunded, only the cheapest shipping level to your delivery destination is refunded (in the UK, that means no shipping refund, as standard shipping is free to addresses within the UK mainland).
Items bought from stockists must be returned to the stockist direct, please.
Bespoke pieces and items that have been customised to your request aren't refundable, and can't be exchanged. Jewellery for pierced ears that has been sent out in a hygiene-sealed clear bag becomes non-returnable once you've broken the seal (unless the item has a manufacturing fault, or we sent the wrong item in error- very unlikely!).
We carefully inspect returns on receipt, and if we find that an item hasn't been returned to us in fully resalable condition, or is missing from the packaging when opened, or if a hygiene seal has been broken or is missing, we reserve the right to refuse a refund or to refuse an exchange on the item.
In the case of exchanges, the first exchange to a UK mainland address is sent out free of shipping, as the original order was, but repeat exchanges require additional shipping to be paid. In the case of overseas exchanges, a re-delivery charge will be made and needs to be paid before we can send out an exchange. Please contact us for details.
When returning an item from outside the UK mainland, it's your responsibility to clearly mark the parcel as a return - if you don't do this, we may be charged customs and other fees, charges and taxes - if this happens, the amount we're charged will be deducted from any refund or exchange.
Phew! Well done for reading to the end - if anything still isn't clear, please do contact us.