IMPORTANT NOTICE

Due to the ongoing health crisis,
there may be delays in domestic & international deliveries

_____________________________________________


***PLEASE CHECK YOUR DELIVERY ADDRESS IS CORRECT***

It is your responsibility to provide the complete and correct delivery details. Items sent to an incorrect or incomplete address resulting in an undeliverable or lost package are are not eligible for refunds or replacements. Should a parcel be returned to us due to an incorrect address, you will be liable for both the original and replacement shipping costs. Please get in touch right away if you suspect the address you have provided is wrong!

_____________________________________________


DISPATCH & TURNAROUND

ITEMS IN STOCK
We try to ship orders out on the same working day but if it is not possible, we aim to process and dispatch all items within 1-2 working days. Please note delivery times are in addition to dispatch times.


BESPOKE / CUSTOM & MADE-TO-ORDER
Please allow up to 3 weeks in addition to delivery times detailed below for your bespoke orders to be completed. If you wish to receive your order sooner, please contact us prior to placing your order to arrange this.

_____________________________________________


SHIPPING COSTS

All shipping costs are calculated on a location and weight based charge including packaging. Costs will vary for different items and quantities . Please see individual listings for prices.

We try to price shipping costs as low as possible whilst also using a secure service which will give us both peace of mind. All items are sent by Royal Mail Recorded Delivery or other tracked services by other trusted couriers and will require your signature upon arrival to ensure a prompt and secure delivery*. If you wish to use an alternative shipping method, please contact us prior to placing your order to make the appropriate arrangements.

*Please note that face masks will be sent by standard large letter post without tracking, unless upgraded

____________________________________________


DELIVERY TIMES

***Due to the current crisis, postal services are delayed and deliveries may take longer than usual to arrive so please be patient***

Please allow an additional 12 working days for standard parcels and 7 working days for 1st class parcels. Expedited/next day deliveries are not guaranteed at this time.

UK DELIVERY:
Standard Delivery - up to 5 working days
1st Signed For delivery - 1 to 2 working days.
Special Delivery - Next working day by 1pm (we aim to dispatch your order on the same day or by the next working day depending on the time of your order)

EU DELIVERY:
Royal Mail International Signed For (tracked within the UK)- up to 15 working Days


USA & REST OF WORLD:
Royal Mail International Signed For (tracked within the UK) - up to 20 working days

Please note that international buyers are responsible for any and all duties and customs charges that may be incurred. These charges are completely out of our hands. We therefore recommend that you contact your local customs office to find out when and if import duties are due before you make a purchase.

_____________________________________________

GIFT PURCHASES

If you have marked an item as a gift, we will remove prices from any product labels before wrapping.

UK ORDERS
we will not include an invoice with the package.

INTERNATIONAL ORDERS
All invoices will be attached to your parcel and the total value of the items will be clearly shown on the customs declarations form. Please understand that we would be legally liable and could be fined for providing incorrect or misleading information in the customs declaration. We therefore cannot mark any international shipments as "gifts" or make any price adjustments in the declaration. Customers are responsible for any and all duties and customs charges that may be incurred.


_____________________________________________


GENERAL HOLIDAYS AND NOTABLE DATES

As always, international holidays and public holidays are the busiest times of the year for our in house team as well as the postal services. Please note that the majority of postal services we use do not operate during international holidays, weekends and bank holidays - our dispatch and delivery windows are based on working days only (monday-friday). We endeavour to get your orders to you before these holiday dates but cannot guarantee orders will reach you on time during these periods or in the event of collection/delivery failures or delays during transit which is out of our control. Please note that the recommended order dates detailed below are a guideline only for items that are ready to ship. Items that are 'Made to order' (check under each product description) will require additional time for production so please bare in mind that if you wish to receive your order before a specific date, we must receive these approximately 3 weeks prior to the recommended order dates. Please get in touch if you have missed this time frame - we will do our best to accommodate you!

Orders placed after the 'made to order' time frame or after the recommended order dates will be processed as normal and will be delivered after the holiday dates.

CHANGES TO YOUR ORDER

If you wish to make amendments to your order, please feel free to contact us with your enquiry. Any requests must be made before dispatch or before your order has started if it is being made to order.

_____________________________________________


BESPOKE & MADE TO ORDER

If you have seen something you like but wish to have an alternative colour or size, please contact us to make an enquiry. We also offer a completely bespoke service from design to the finished product so if you would like something unique to you, we are happy to discuss this further.

_____________________________________________


PACKAGING

We take great pride in all the products we make and want you to receive them in perfect condition. All our items are presented in a gift box, gift bag or other protective packaging with or without tissue paper depending on the individual item. Multiple items may be placed in the same gift box/gift bag. All orders will be sent with outer packaging for shipping.

____________________________________________


GIFT WRAPPING

If you are buying as a gift let us know of your requirements and we shall make the appropriate arrangements where possible. Mark your purchase as a gift and we shall remove any prices that may be on the products labelling. We are also happy to pop in a handwritten note. An additional charge may apply for any special requests.

_____________________________________________


PRODUCTION

We endeavour to source ethically produced materials from our suppliers. All our small-scale production and limited items are made in-house by Isabel Wong and her team. Our bespoke pieces are designed and made by Isabel Wong. Large scale production and specialist products are outsourced and made by carefully selected manufacturing teams in the UK

_____________________________________________


PRODUCT CARE | LABELLING

We use a vast range of materials throughout our collections so the care of every product will differ for each individual item. All our products will arrive with the relevant care instructions so it is important that you check this thoroughly before washing or treatment of the product.  As a general rule of thumb, we recommend that all our pieces are dry cleaned or specialist cleaned to ensure the product's appearance and fabric quality remains at its best for years to come. If you are unsure about the care of washable items, it is recommended that you hand wash at a low temperature and do not wring as this can cause irreversible damage. 

To prevent any colour transfer, it is always recommended to separate light and dark coloured garments, and avoid contact with light or dark coloured accessories and upholstery. Colour transfer can occur in many circumstances where there is prolonged contact or rubbing together of materials. Colour may run during washing and when in contact with water.


LEATHER CARE
We source our leathers from reputable suppliers in the UK and Italy that offer high quality and ethical products. Slight imperfections, texture and colour variations may occasionally appear in the leathers due to natural markings, scars and growth marks of the animal’s skin and tanning processes. This is entirely normal and is a typical feature of leather that enhances the beauty and identifies the uniqueness of the product. It does not affect the high quality of the leather.

Taking good care of leather will ensure it a prolonged lifetime. Leather is a natural material and evolves over time. In the course of time some leathers will change in colour or develop a beautiful patina: this is fair wear and tear, which gives each product a unique and genuine style.

We highly recommend you use a leather cleaner on all leather products to ensure their longevity, quality and suppleness. Using a neutral waterproofing leather spray is advised before first time use to keep your goods dry, clean and stain free. If the leather is wet because of rain, please let it dry naturally. Nevertheless, you are highly advised to avoid contact with water, grease, perfumes and make-up to prevent stains. Avoid prolonged contact with sun, heat and liquid/oily substances, at the risk of permanent and irreversible damages. Without any care, leather can be damaged prematurely (fading, stains). Also avoid contact with any raw textiles and materials which may transfer colour pigments and make the leather get dirty. Please take care with bright and light colours, which are more delicate. Take care with your clothing: don't wear dark or coloured clothes with light coloured leather and vice versa. Leather products should also be kept away from dust, which can have a bad effect on leather: we recommend to keep these items stored in a dust bag or protective cover, in a well-ventilated, clean and dry place. Dirt must be removed very quickly, so as not to remove the natural protection of leather which would cause permanent damage.

Do not wash, tumble dry or iron as this will cause the leather to shrink. Always use a specialist cleaning service when necessary or if you are uncertain.



JEWELLERY CARE

Our jewellery is typically made from plated metals and therefore to preserve the original appearance, we recommend you treat the product with care - avoid direct contact with sunlight, water, perfume, hairspray, soaps and lotions as this could harm the metals, reduce the lifetime of the plating as well as cause discolouration. Gently polish with a soft cloth to maintain the original lustrous finish - do not overwork the polishing on plated metals as this may cause the plating to wear off and fade. Do not use any abrasive cleaners or solutions as these may strip the plating. Our leather jewellery requires particular care and attention as the treatments of leather and metals are different. You must cover and protect the metal at all times when using leather cleaning products and vice versa. Store jewellery in the original packaging or a protective breathable soft pouch in a dry and acid free environment. Store separately from other jewellery to avoid scratching.