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IMPORTANT FAQS (as of Jan 2023)

  • The shop has now reopened since closing for Christmas and New Year

  • Postage times are slower due to family bereavement and work commitments (still aiming to post once a week)

  • If a parcel is needed for a certain date please message us before purchase and I will see what I can do to make this happen 

  • Royal Mail is still experiencing delays due to postage strikes (this will effect postage times)

  • Royal Mail has also experienced a cyberattack (as of Jan 16th) meaning we are UNABLE TO POST OUTSIDE OF THE UK FOR NOW.

  • Any orders placed outside of UK will be posted once we receive an update from Royal Mail following the issues they have been facing (either withhold from ordering or place an order at your own discretion and as always, feel free to message us for more info!)

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SHIPPING & DELIVERY

UK

  • Options for postage are given to you at check out.

  • ALL PARCELS ARE POSTED FIRST CLASS (price is £2)

  • Options are: First class large letter, First class signed for, Tracked and signed for postage and Special Delivery (Provided by Royal Mail) 

  • Processing time usually 2-7 days from day of purchase (not including weekends or bank holidays), you will receive an email once your order is posted (check your spam folder if not received after 7 days)

  • Your item is NOT tracked if you do not purchase tracked postage 

  • If you require your item to be tracked, or worry it will go missing please select a shipping option that states 'TRACKED'

  • It is unlikely to happen but items may go missing if they are NOT tracked and we therefore do not know the parcels whereabouts once it has left our hands.

  • On the unlikely chance your item does go missing, please contact us (see our 'GET IN TOUCH' paragraph for info)

International

  • Options for postage are given to you at check out.

  • Options currently are: Tracked and signed for

  • Currently only offering tracked and signed postage to ensure your item arrives with you safely and securely 

  • You can access your tracking details on our site once your item has been posted or you will receive an email with the tracking number (we use Royal Mail so this will be the site to use to track your parcel)

  • Please get in touch if you cannot find your tracking number or have any questions

  • Usually takes 2-4 business weeks (not weekends) we post International orders on Fridays

  • On the unlikely chance your item does go missing, please contact us (see our contact us page for info)

  • NEW INFO FOR EU CUSTOMERS: With new EU 2021 VAT rules, some parcels may arrive and require you to pay extra fees to cover tax. This is not necessarily going to be the case but may occur

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RETURNS

  • For hygiene reasons (especially under Covid-19 guidelines) we do not accept returns once an item has reached you it is now yours and not our responsibility.

  • If an item is broken or you are not 100% pleased with your item, see our refunds policy!

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TRACKING YOUR ORDER

If you have requested your order is tracked then we will send you your tracking number once your item is dispatched! You will be able to track it once it has been picked up for delivery, so please be patient if you cannot track it straight away!

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CANCELLING POLICY

When buying an item you agree that: a) you are responsible for reading the full item listing before making a commitment to buy it b) you enter into a legally binding contract to buy an item and you complete the check-out payment process.

The prices we charge are displayed and we reserve the right to change our prices at any time and to correct pricing errors that may inadvertently occur.

If you need to cancel an order please get in touch with us and a refund will be issued to you. Please be advised that you may only cancel within 24 hours of purchasing otherwise your order will be in the process of being made and packaged.

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REFUNDS POLICY

  • If an item arrives damaged or you are not 100% satisfied with your product, you are entitled to a refund (we will determine whether this is partial or full once we have discussed the situation) 

  • Please contact us via fluffjewellery@outlook.com or by using the helpline in the bottom right-hand corner, and we'll get back to you asap!

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Ownership of intellectual property, copyrights and logos

  • All logos and icons were designed by either me or @ghead_tra and we own the rights to them

  • Charms are laser cut by a small business whose details we do not disclose but they own the rights to designs

  • When purchasing our products you agree to not sell, license, rent, modify, distribute, copy, reproduce, transmit, publicly display, publicly perform, publish, adapt, edit or create derivative works thereof.

  • We make a lot of fan art or 'inspired' designs but do not own the rights to them and are in no way affiliated with such. 

  • We recognise and agree that uploading any content (including, but not limited to designs, images, videos, fonts, logos, illustrations, artworks, photographs, text and literary works) through any means to the website. You can confirm that you own all relevant rights or received the appropriate license to upload/transfer/send the content. You agree that the uploaded/transferred content may be publicly displayed on the website.

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Right to suspend or cancel user account

  • We may permanently or temporarily terminate or suspend your access to our site without notice or liability for any reason if you violate any of our terms and conditions.

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PRIVACY POLICY

  • Your data is not shared to any other companies or organisations! We only ask for the basics: your email, full name and birthday if you want to subscribe to our mailing list, to stay up to date with news, new products and discount codes.

  • You also have the right to opt-out or exit the community at any time. In doing so your profile will not be publicly visible. In doing so, you will no longer be able to use the community features or gain access to our mailing list and any potential discounts/perks that may be offered.

  • Fluff is owned by me (Hannah) 

  • All your information is safe and secure with Fluff!

  • FluffJewellery.com is Powered by WIX, who keeps your payment details safe!

  • We also offer Paypal as a safe and secure way of making your payments

  • In order to use our website you must be 18 years of age

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GET IN TOUCH!

  • If you need to contact us, you can do so by either:

  • Email: fluffjewellery@outlook.com

  • Our helpline is situated in the bottom right hand corner of your screen, we will respond to you within 48 hours (unless it is a busy holiday period, then waiting times may be longer)

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GENERAL INFO & WORK ETHOS! 

  • Metals are stainless steel or silver or gold silver plated unless stated otherwise

  • Everything is sourced locally in the UK

  • Acrylic charms made locally from small family run laser cutting companies

  • Packaging is 100% sustainable (card board boxes, paper packaging tape, hand written addresses and paper labels, ink stamps, shredded recyclable tissue paper, recycled and recyclable backing cards/thank you/business cards and stickers, recycled and recyclable mailing bags for international or large orders to keep packages safe)

  • All free gifts are vegan or sustainably made

  • Caring for your Fluff:

  • Avoid wearing them to bed, in the shower, swimming or whilst doing heavy exercise

  • Hang them up and away from other jewellery items, for them to stay in the best condition possible and to prevent discolouration or breakage

  • Don't bend or place in pockets or bags to avoid damage

  • Clean and care for your pieces, with a polishing or gentle cloth to keep them looking good as new!

FAQ

FAQS

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