Delivered with care
Every piece leaves our Bangkok workshop fully insured and signed for. Here is how delivery, cancellations and returns work.
Shipping within Thailand
International shipping
We select an available courier suited to your destination and shipment. Every international order travels fully insured for its value, and needs a signature on delivery. The cost depends on your order value, because the insurance rises with it. For orders above US$25,000 we arrange a specialist secure courier with you before dispatch.
Processing time
Every piece is inspected and packed by hand before it is sent. Please allow up to 18 to 21 days from your order to delivery, depending on your region. Custom and made-to-order pieces may need more time, which we will tell you when you order.
Tracking and insurance
- Every shipment is fully insured and needs a signature on delivery, to keep your piece secure.
- You will receive a tracking number by email as soon as your order is dispatched.
Customs duties and taxes
For orders delivered outside Thailand, import duties, taxes and customs fees charged by your country are not included in our prices or shipping. The courier usually collects them before delivery. This applies to every order shipped to the United States, which no longer has a duty-free allowance for small parcels.
Import charges depend on the destination, the jewelry's materials and customs classification, its origin and declared value, and the rules in force when it arrives. Courier clearance fees can also apply. Contact us before ordering for an estimate for your delivery address; final charges are assessed during customs clearance.
For orders delivered within Thailand, our prices include 7% VAT. Orders shipped abroad are exports, so no Thai VAT is charged.
Packaging
Every piece is packed in a Unifine Creations presentation box, so it arrives in perfect condition.
Delivery issues
If there is a problem with your delivery, or your package is lost, contact us straight away. We will work with the carrier to resolve it as quickly as possible.
Cancelling an order
You can cancel any order before it is dispatched, and we refund you in full. Use the Cancel or return an order link at the bottom of every page, or email us. Once an order has been dispatched it can no longer be cancelled; customers in the UK and the European Union can instead return it, as set out below.
Returns
- UK and European Union customers: you can return any piece within 14 days of delivery for a full refund, without giving a reason. It must be unworn and in its original condition, with its packaging and any certificate.
- Customers in all other countries: once dispatched, a piece cannot be returned for a refund unless it is faulty or not as described, or the consumer law of your country gives you a right to cancel. Exchanges are welcome, as set out below. Wherever you live, bespoke, made-to-order, engraved, resized and personalised pieces cannot be returned unless they are faulty.
How to return a piece
- Tell us within 14 days of delivery, using the Cancel or return an order link at the bottom of any page or by email.
- We send you a Return Authorisation Number and instructions for sending the piece back.
- Pack the piece securely. For your security, do not describe the contents on the outside of the package.
- Send it back within 14 days of telling us, using a tracked and insured shipping service.
Your refund
- We refund the price of the piece and the original standard delivery charge to your original payment method within 14 days of receiving the piece back, or proof that you sent it, whichever comes first.
- If a piece comes back worn, damaged or incomplete, we may reduce the refund by the loss in its value. Import duties and taxes paid to your own country's customs are not collected by us; you may be able to reclaim them from your customs authority.
Exchanges
A piece can be exchanged for another of equal or higher value within 30 days of purchase. Contact us and we will arrange it.
Return shipping costs
You pay for insured return shipping, unless the piece is faulty, not as described, or we sent the wrong item. We recommend insuring it for its full value.
Damaged or defective pieces
- Please check your piece when it arrives, and tell us as soon as possible if it is damaged, faulty or not as described.
- We will repair, replace or refund it, as the consumer law of your country provides, and cover the shipping. This policy does not affect your legal rights for faulty goods, including any legal guarantee period where you live.
Questions
For anything about shipping, cancellations, returns or exchanges, email info@unifinecreations.com.