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Shipping Policy

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Thank you for supporting a small, independent jewellery brand. Every piece from Shelen Rie is handmade to order, so please read the information below before placing your order.

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1. Made-to-Order Production Time

All pieces are individually handmade once you place your order — nothing is mass-produced or held in bulk stock. Please allow 3–4 weeks for your piece to be made before it is dispatched.

If you need a piece by a specific date (for a gift or event), please contact us at [insert business email address] before ordering and we will let you know if this is possible.

During busier periods (such as the run-up to Christmas or Valentine's Day), production times may be slightly longer — any changes will be noted on the Site.

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2. Dispatch & Delivery Times

Once your piece is made, it will be dispatched via Royal Mail tracked.

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UK:

  • Standard delivery:  2–3 working days after dispatch

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EU:

  • Standard delivery: 5–10 working days after dispatch

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Canada, US & Rest of World:

  • Standard delivery:  7–14 working days after dispatch

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Please note these are estimates for delivery after your piece has been made — total time from order to delivery is typically production time (3–4 weeks) + delivery time.

You will receive a confirmation email with tracking information once your order has been dispatched.

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3. International Orders, Customs & Duties

We ship internationally, including to the EU and Canada.

  • EU orders: Shelen Rie is IOSS registered, which means VAT is collected at checkout for eligible orders under €150, so you should not be charged additional VAT on arrival. Orders above this threshold may be subject to import VAT and/or customs charges, which are the responsibility of the customer.

  • Canada & Rest of World: Your order may be subject to import duties, taxes, or customs fees imposed by your country. These charges are not included in the order total and are the customer's responsibility. Charges vary by country and we're unable to predict the exact amount.

  • Customs delays are occasionally outside of our control and Royal Mail/courier processing times may extend beyond our standard estimates.

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4. Order Tracking

All orders are sent with tracking. You'll receive a tracking link by email as soon as your order is dispatched. Please allow 24 hours for tracking information to update after dispatch.

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5. Lost or Delayed Parcels

If your order hasn't arrived within the expected delivery window, please check your tracking link first. If there's no update or it appears lost, contact us at [insert business email address] and we'll investigate with the courier and find a resolution.

We are not responsible for delays caused by customs processing, courier disruptions, or incorrect address details provided at checkout — please double check your delivery address before placing your order.

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6. Address Changes

If you need to change your delivery address after placing an order, please contact us as soon as possible at [insert business email address]. We can only guarantee a change if your piece has not yet been dispatched.

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7. Packaging

Every piece is carefully packaged by hand to arrive safely and ready to gift.

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8. Questions

If you have any questions about your order or shipping, please get in touch at hello@shelenrie.com — we're happy to help.

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