Shipping and delivery

Where we deliver

We deliver to the United States and to most international destinations. If we cannot deliver to the country you give us at checkout, we tell you before anything is made and refund anything you have paid in full. We cannot deliver to places subject to US sanctions (see section 11 of our terms). If you are unsure whether we deliver to your country, contact us before you order.

Delivery cost

Delivery is complimentary and fully insured on every order, to every destination we serve.

How your order travels

Every order is sent by insured express courier, needs a signature on arrival, and travels in discreet outer packaging that does not show what is inside. When your order is dispatched, we email you the courier's name, your tracking number and the courier's estimated delivery date. You can also follow it on our track your order page.

Please give a full street address where someone can sign for the parcel. We cannot deliver to PO boxes or parcel lockers. We may not be able to change the address once a parcel has been dispatched. Couriers' delivery dates are estimates.

If the outer packaging looks opened or damaged when it arrives, please ask the courier to note this, or refuse the parcel, and contact us straight away.

When your order is dispatched

Every ring, pendant and pair of earrings is made to order by our workshop in Dubai. Each product page, our builders and the checkout show a "ready to ship" date: the date by which we expect to dispatch your order if you place it that day. For loose diamonds, the date allows for the diamond to reach us from the supplier and be checked against its grading report. The date is repeated in your order confirmation. The courier's delivery time is in addition to the dispatch date.

If there is a delay

If we cannot dispatch your order by the date we gave you, we will email you before that date with a new dispatch date and a simple way to cancel for a full refund. If the delay is more than 30 days, or we need to delay your order a second time, we will cancel it and refund you in full unless you tell us you are happy to wait. Refunds for cancelled orders are made within 7 business days.

Import duties and taxes

Your order is shipped from the United Arab Emirates.

Delivery to the United States. Our prices include insured delivery and all US import duties and customs fees, and we arrange customs clearance. You have nothing to pay on delivery. US sales tax, where it applies, is calculated for your delivery address and added at checkout, and you see it before you pay.

Delivery to other countries. Our prices include insured delivery, but not local import duties, taxes (such as VAT or GST) or customs fees. These are set by the country you are ordering to, and the courier may ask you to pay them before or on delivery. Please check your country's rules before you order, or ask us and we will help.

We declare the full price and the country of origin of every shipment accurately, and we cannot mark an order as a gift to reduce duties.

Refused or uncollected parcels. If a parcel to the United States is refused or not collected and comes back to us, we refund you in full. For other countries, we refund the price of your order, less any import duties or fees we have been charged and cannot recover. We do not deduct delivery or return shipping costs.

Origin

Pieces made in our Dubai workshop are declared as made in the United Arab Emirates, and this is shown on the invoice that travels with them. Loose diamonds are declared with their own country of origin.

Lost or damaged parcels

Every parcel is insured for its full value until it is delivered, and the risk in your order passes to you only when it is delivered. If a parcel is lost or damaged before then, tell us as soon as you can and we will replace the item or refund you in full. If tracking shows your parcel as delivered but you have not received it, tell us straight away. We will look into it with the courier, and if it was not delivered to the address you gave us, we will replace the item or refund you in full.

Gifts

You can send an order to someone else and ask us to leave the prices off the delivery note. For delivery to the United States, import duties and customs fees are included in our price, so the recipient has nothing to pay. For delivery to other countries, the recipient may be asked to pay local import duties or taxes, so please let them know.

What arrives with your order

Your piece or loose diamond, in our jewellery box, with its grading report (certificate), a cleaning cloth, our FAQ and a how-to guide on caring for your jewellery.

Questions

Email orders@lavandela.com or call or WhatsApp +44 7975 666888, 24 hours a day, 7 days a week.