FAQ

All orders are shipped with full tracking. As soon as your order has been dispatched, we’ll email you the tracking details along with instructions on how to track your parcel. Please also check your junk or spam folder, as emails can sometimes be delivered there. Your order confirmation will show the “Get it by” date for each parcel.

The number of parcels in your order will be clearly shown at checkout and confirmed in your order confirmation email, along with the estimated delivery date for each parcel.

To make sure you receive your meaningful piece as quickly as possible, all orders are processed through our warehouse straight away once placed. This means we’re unfortunately unable to change or cancel an order after it has been confirmed. While we hope you’ll love your Abbott Lyon products, you can still return any eligible items once they arrive.

All orders outside UK & EU, may be subject to customs, import duties, or tax charges (at the discretion of the carrier and local laws). If this applies, the carrier will let you know by email, SMS, or directly on your tracking page with instructions on how to pay. In most cases, paying these charges in advance will release your parcel for delivery, while some carriers may also allow payment at your doorstep if it hasn’t already been settled. These charges are the customer’s responsibility, and we’re not able to cover them on your behalf.

All orders outside UK & EU, may be subject to customs, import duties, or tax charges (at the discretion of the carrier and local laws). If this applies, the carrier will let you know by email, SMS, or directly on your tracking page with instructions on how to pay. In most cases, paying these charges in advance will release your parcel for delivery, while some carriers may also allow payment at your doorstep if it hasn’t already been settled. These charges are the customer’s responsibility, and we’re not able to cover them on your behalf.

Depending on the carrier and your location, you may have the option to choose a more convenient delivery method. This could include leaving your parcel in a safe place, delivering it to a trusted neighbour, or sending it to your nearest pick-up shop.

Once your parcel has left our warehouse and entered the carrier’s network, the delivery process is fully automated to get it to you as quickly as possible. Because of this, it’s not possible to change the delivery address after dispatch. Please make sure to provide a shipping address where someone will be available to sign for and receive your order.

We want to make sure that your Abbott Lyon product is 100% perfect, however, if something isn’t quite right, then we’re here to help!

You have a full year from the delivery date to return any non-personalised pieces in your order, which means that you have plenty of time to return or exchange your items.

Our unique Personalisation Promise allows you to exchange any personalised item within 30 days of receiving your parcel. One exchange per item, per original order, is permitted and you’ll be issued with a store credit to re-order something perfect.

Items bought with a Personalisation Promise store credit aren’t eligible for a second exchange.

A few things to be aware of:
All products must be in their original condition, with all packaging intact.
We cannot accept returns on Advent Calendars.
We accept returns on earrings if they are unworn and in their original packaging. Customers are eligible to return 1 pair of earrings in a rolling 12 month period.
We cannot refund gift packaging.
Returns are processed within five working days of our warehouse receiving them. Please note, it can sometimes take a few days for the refunded money to show in your account.
We may occasionally ask for the return of faulty items (with UK postage covered by us) to inspect faults and look for ways to improve our products.

If you wish to receive a refund for any products purchased in a 2 for 1 offer, both items will need to be returned. If you would like to exchange just one of these items for an alternative product, then you only need to return the item you are exchanging.

To arrange an exchange or return please email us at email where our friendly team will be happy to help.

Please note, customers are liable for any and all taxes and fees required by local laws.

Returning your order is super easy.
1. Re-package your item(s) along with a note stating your order number, name and address.
2. Email us at tell us why you want to return your order
3. Print your postage label and stick it on your package.
4. Take it to your local post office.
Make sure you keep your proof of postage and keep an eye out for an email from our returns team where we will keep you up to date on the process of your return. For UK returns, £2.49 will be deducted from the refund amount as a return handling fee.

In the unlikely event that you receive a faulty item, or your item develops a fault, please get in touch with our friendly customer support team who will be on hand to resolve any issues;

We hope you’ll love the Abbott Lyon piece you were gifted, but we understand that sometimes, it might not be quite right for you. No worries though, we’re here to help!

You’ve got a full year from the purchase date to return your gift, so there’s plenty of time to make sure you find something you truly adore.

Simply reach out to our friendly Customer Services team at email or chat with us via the Live Chat icon (it’s really helpful if you have the original order number, but no worries if not, however we will need some details from the original order to be able to find your order and support further), and we’ll get you sorted with a credit for the value of your item. This way, you can pick out something you’ll fall in love with

And no need to rush - credits are valid for 3 months, giving you time to browse and discover your perfect piece.

Here’s what to keep in mind this Christmas:
All returns need to be in their original, gift-ready condition, with packaging intact.
Our unique Personalisation Promise allows you to exchange any personalised item within 30 days of receiving your parcel. One exchange per item, per original order, is permitted and you’ll be issued with a store credit to re-order something perfect.
We accept returns on earrings if they are unworn and in their original packaging. Customers are eligible to return 1 pair of earrings in a rolling 12 month period.
Unfortunately we can’t refund gift packaging.
Our elves at the warehouse will process your returns within five working days. Please note, it may take a bit longer for us to issue your credit.