Customer Care

Delivery

We aim to deliver your chosen items to the place and person of your choice from our London UK HQs, in perfect condition and in the shortest possible time. For ‘standard order’, the UK and overseas orders are shipped by Royal Mail for delivery. We will send you a notification once your order has been dispatched. Please note that an order from carolinawong.co.uk should be made with enough lead-time to prevent any loss or disappointment resulting from the delivery time, as we cannot be responsible for this. Delivery time is depending on which delivery option you have chosen and the location you require the order to be shipped to. If your order cannot be delivered within the timeframe specified at the time the order is placed we will notify you and try to rectify the situation as quickly as is practically possible. All new orders are deemed separate and each is treated individually.

Dispatch

Please note that the posted shipping time frame. We operate Monday to Friday and not on public holidays. Estimated delivery times are to be used as a guide only and commence from the date of dispatch, we are not responsible for any delays caused by any local customs clearance processes.

Delivery FAQs

WHICH COUNTRIES DO YOU SHIP TO? We ship worldwide, however, please see below for certain countries remarks. SHIPMENTS TO GAZA: All orders to Gaza are temporarily suspended. To ensure that you still receive your package, please select an alternative shipping address. SHIPPING DELIVERY RESTRICTIONS TO RUSSIA: Please note, we are currently unable to dispatch orders containing jewellery to Russia. In order to receive your jewellery purchases, we suggest that you arrange for your shipment to be delivered outside of the Russian Federation. DELIVERY TO BRAZIL: Purchases shipped to Brazil require a tax ID number (Cadastro de Pessoa Fisica - CPF) in order to clear customs. In order to speed up the process and avoid any possible delays, please have this information available when our shipping partner, UPS, contacts you. HOW many DUTIES AND TAXES WILL I HAVE TO PAY? Import duties and taxes are levied once the goods reach the country of destination. Any such charges levied in relation to customs clearance must be borne by you. It is accepted by you that we have no control over additional charges in relation to customs clearance. DO YOU SHIP TO MULTIPLE ADDRESSES? We are only able to deliver to one address per order. If you would like to send your purchases to multiple addresses, we suggest that you place a separate order for each destination. CAN I CHANGE OR AMEND MY ORDER ONCE IT HAS BEEN PLACED? We are unable to amend/combine orders or add pieces to an existing order once it has been placed. If you need to make any amendments, please contact customer care at hello@carolinawong.co.uk for assistance. CAN I CHANGE MY SHIPPING ADDRESS AFTER MY ORDER HAS BEEN DISPATCHED? Once your order has been dispatched, we are unable to redirect your delivery to another address. To avoid any delays receiving your order, we suggest that you provide a suitable shipping address for the specified delivery times. HOW CAN I TRACK MY ORDER? Once your order has been dispatched, you will receive an email containing the tracking number. (please note UK free delivery has no tracking available).

Online Order Refunds & Returns

Please notify us via email at hello@carolinawong.co.uk of your intentions to return the item within 24 hours of delivery and with your order number. Once you provided us with the ‘return code’, please seek to return items within 14 days of the date of your return request. Returns outside these time frames may be accepted at our discretion and depending on the circumstances may only be refunded as credit. The item is your responsibility until it reaches us. For your own protection, we recommend that you send the parcel using a delivery service that insures you for the value of the goods. The cost of returning the item to us is your responsibility. Simply return the item or items in their original condition within 14 days of receipt to a given address on the invoice. We will issue a full refund (excluding original delivery charge) on receipt, or exchange the item for a different style/colour if preferred and available. PLEASE NOTE New and unused means that there are no marks on the item or any wear on the tags. We do not sell used items and will not accept any item with any indication that it was used. In such cases, the item will be returned to the purchaser. We are not responsible for any item that is not returned in the manner set forth above. All successfully returned items will be only credited to the account used to originally purchase the items, less any taxes, import duties or shipping charges incurred. With exchanges, your new item will be shipped to you as soon as we receive your returning package and any additional payment (if required).

Unfortunately, we cannot accept returns on bespoke or made-to-order items unless the item is faulty.

Manufacturer Defects

We are happy to offer a refund or exchange for any item with manufacturing defects within 24 hours of delivery and/or upon purchase. Please contact our care team if you have any enquires: hello@carolinawong.co.uk

Custom, Duties and Sales Tax International customs duties and sales taxes are not refunded for any shipments.

Gift Returns

If you have received an item from us as a gift you can exchange it for another item of the same value or more provided you pay the cost difference and the additional shipping, taxes, import duties, and any additional charges, which may incur as a result of the exchange.

Customer Service

Contact us if you would like some help when ordering, have a query about your order or provide us with feedback on our service. Please e-mail hello@carolinawong.co.uk we will try to respond to your request as soon as possible.

Store Purchase - 22 St Christopher’s Place and/or 12-13 Avery Row

As you have given a opportunity to try on, therefore any store purchase is not eligible for refund. You can exchange for necklaces within 7 days of the same value or more provided you pay the cost difference. Earrings are not eligible for exchange or refund due to hygiene reasons.