Delivery & Returns
We aim to process and send your order as soon as we can, this will depend on stock levels. Often orders are shipped the same day but many styles can take up to 7 days to complete. Bespoke orders take up to 4 weeks to complete. If you require your order the next day or for a specific day, please check with us before ordering your item and we will let you know what we can do.
All our orders are shipped from the UK and handled by DHL. Once the order has been shipped, we will send you an email to let you know when your order was dispatched, including tracking number so you can track your parcel. International delivery times vary, UK and Europe is 1 working day from date of dispatch, the rest of the world is generally 2-3 working days from dispatch. Outside EU countries DHL will clear your parcel through customs and you will pay your duties directly to DHL after the delivery.
VAT & IMPORT CHARGES
Customs or import duties are charged once the parcel reaches its destination country, these charges must be paid by the recipient of the parcel. DHL will handle your order through custom and charge you for import VAT and and admin fee after your delivery. Custom policies and import taxes vary from country to country, are out of our control, and we unfortunately cannot predict what these charges will be. Please contact your local customs office to find out more about these charges.
After January 1st 2021, please be aware that all orders shipped to the EU with value over £135 will be subject to added VAT and duties.
RETURNS & EXCHANGE
We hope that you will love your piece of Marte Frisnes Jewellery! If for some reason you are not entirely satisfied with your purchase we are happy to offer you a return or exchange.
To request a return please contact us by email within 14 days of receiving your order. Please refer to the order number, and we will e-mail you a returns form which you must print and include in with your return parcel. The returned item needs to be undamaged and unworn and in its original packaging, either box or MFJ dust bag. If an exchange is required please let us know which item you want to as your exchange. We need to receive the order within 14 days of you notifying us of your request. Failing this, unless special agreements have been made, will fail your right to refund or exchange. The refund will be made to the card used for your purchase, will exclude shipping costs and can take up to 10 days to be cleared in your account.
Please note that earrings are excluded from our return policy due to hygiene reasons. Bespoke or Special Orders are also non-exchangeable and non refundable.
Please note that only jewellery that was been bought through martefrisnes.com can be returned or exchanged. We are not able to accept items purchased from other retailers or special events.
It is the customers responsibility to cover the cost of the return and ensure that the item is back with us in due time. We recommend that items are returned to us via a recorded delivery service to ensure that they are protected and insured during transit.
With your receipt, we will within 6 months of purchase offer repairs free of charge if your item has been broken through normal wear and tear. After this period of time there may be a charge depending on the breakage and the extent of the repair.