FAQS

How do I track my order?  Once your order has been processed and shipped, you will receive an email with tracking information. Couriers for UK deliveries will be either Royal Mail or Evri.

 

 

Where do you ship to? We ship WORLDWIDE! 

 

 

How much is delivery? Delivery is always FREE, with no minimum order quantity!

 

 

How long will my order take?

 

 

Processing Time: The amount of time it takes for an order to be picked, packed, and prepared for shipment. This typically takes 1-7 working days.

 

 

Delivery Time: The amount of time it takes for an order to deliver once shipped.  UK & USA customer deliveries take between 5-15 working days, the vast majority on the shorter end of the scale. For other destinations, delivery time is between 10-25 working days.

 

 

While nearly all items arrive quickly and without issue, there may be rare instances out of our control where delays occur and for this reason, we cannot guarantee shipping times.

 

 

Where does Thorne & Rae source their jewellery from? We carefully select our collection from manufacturers & suppliers located in the Far East (HK, Thailand, China, South Korea) who ship the product directly to you from a fulfilment centre. 

 

 

I haven't received all my items. Please note that some items do ship separately at no additional cost to you, so please don't be alarmed if your order arrives in separate packages and at different times. This is because we ship from various global suppliers and can also be due to weight restrictions. 

 

 

How do I contact you? Please email us at info@thorneandrae.co.uk and we will always respond within 2 working days.

 

 

Can I cancel my order? Unfortunately, we cannot amend or cancel your order once it has been placed. Please be sure to double check your order before completing your purchase. You can of course return your item to us once you have received it if no longer required.

 

 

Do you have a care guide? Please see the ‘Jewellery Care’ page for more information.

 

 

What is your return/refund policy? Please see our Refunds & Returns page for more information.

 

 

Can I pay in my own currency? All our prices displayed on our website are in GBP (Great British Pounds). If your credit card is based in another currency, your order total will be calculated in accordance with the daily exchange rate of the date your card issuer processes the transaction.

 

 

What about import/customs duties? As with all international goods, on some occasions international deliveries may be subject to import duties and taxes, which are set by your country's local customs office.  All applicable duties, fees and any additional charges are outside of our control, and you will be responsible for these payments. Refunds will not be given on packages that are refused or delayed due to unpaid taxes or duties. If you'd like to know more, please contact your local customs office.