Shipping Policy

Shipping Policy

Last updated: 7 June 2026

At Regal Gems & Jewellery, we understand that receiving your precious gemstones and jewellery safely and on time is important. This Shipping Policy explains our delivery methods, timeframes, costs, and procedures for domestic and international orders.

If you have any questions about shipping, please contact us or reach us via WhatsApp at +44 7766 101056.

1. Processing Times

All orders are processed within 1–3 business days (Monday–Friday, excluding UK bank holidays).

Processing times may vary for:

• Bespoke or custom-made items: 5–15 business days, depending on complexity and gemstone sourcing.
• Items requiring certification: Additional 2–5 business days if a new gemmological report is requested.
• High-value orders: We may require additional verification before dispatch, which could add 1–2 business days.

You will receive an email confirmation once your order has been placed, and a second email with tracking information once your order has been dispatched.

2. UK Domestic Shipping

2.1 Standard Delivery

• Service: Royal Mail Tracked 48 or comparable courier service
• Delivery time: 2–4 business days after dispatch
• Cost: £4.95 (Free on orders over £150)
• Tracking: Yes — tracking number provided via email
• Signature: Required on delivery

2.2 Express Delivery

• Service: Royal Mail Special Delivery Guaranteed by 1pm or DHL Express
• Delivery time: Next business day after dispatch (Mon–Sat)
• Cost: £9.95
• Tracking: Full tracking with delivery confirmation
• Signature: Required on delivery
• Insurance: Up to £500 included; higher-value orders insured at full value

2.3 Same-Day Delivery (London Area)

• Available for: Orders placed before 12:00 PM to selected London postcodes
• Cost: £25.00
• Conditions: Subject to availability and item location
• Contact us: Please call 020 8427 0646 or WhatsApp +44 7766 101056 to arrange

3. International Shipping

We ship to many countries worldwide. International orders are sent via tracked and insured courier services.

3.1 European Union (EU)

• Service: DHL Express or FedEx International Priority
• Delivery time: 3–7 business days after dispatch
• Cost: Calculated at checkout based on destination and order value (typically £15–£35)
• Tracking: Full end-to-end tracking
• Signature: Required on delivery
• Duties & Taxes: Customers are responsible for all import duties, VAT, and customs charges. These are not included in the shipping cost and will be collected by the courier or local customs authority.

3.2 United States & Canada

• Service: DHL Express Worldwide or FedEx International Priority
• Delivery time: 3–7 business days after dispatch
• Cost: Calculated at checkout (typically £20–£45)
• Tracking: Full end-to-end tracking
• Signature: Required on delivery
• Duties & Taxes: Customers are responsible for all import duties, taxes, and customs clearance fees.

3.3 Middle East, Asia & Rest of World

• Service: DHL Express Worldwide or FedEx International Priority
• Delivery time: 5–10 business days after dispatch
• Cost: Calculated at checkout (typically £25–£55)
• Tracking: Full end-to-end tracking
• Signature: Required on delivery
• Duties & Taxes: Customers are responsible for all import duties, taxes, and customs clearance fees.

3.4 Countries We Do Not Ship To

Due to insurance restrictions, customs regulations, or gemstone export controls, we are currently unable to ship to the following countries:

• Russia
• Belarus
• North Korea
• Iran
• Syria
• Myanmar (Burma)
• Any country under UK or international sanctions

If your country is not listed at checkout, please contact us for assistance.

4. Shipping Costs Summary

5. Packaging & Security

We take the security of your order very seriously. All items are packaged with care:

• Discreet outer packaging: No branding or indication of jewellery contents on the exterior.
• Protective inner packaging: Jewellery boxes, pouches, foam inserts, and anti-tarnish materials.
• Certificate protection: Gemmological certificates and appraisals are sealed in protective sleeves.
• Tamper-evident seals: Packages are sealed with tamper-evident tape where applicable.
• High-value orders: Items over £1,000 are shipped in crush-resistant boxes with additional padding.

6. Insurance

• All domestic shipments are fully insured up to the order value.
• International shipments are insured up to the declared value of the order.
• In the unlikely event of loss or damage in transit, we will file a claim with the courier on your behalf.
• Please retain all packaging and documentation if you need to make a claim.

7. Tracking Your Order

Once your order is dispatched, you will receive an email with:

• Courier name and service
• Tracking number
• Link to track your shipment online

You can also track your order by contacting us with your order number.

8. Delivery Issues

8.1 Failed Delivery Attempts

• If no one is available to sign for the package, the courier will leave a card with instructions for redelivery or collection from a local depot.
• Most couriers attempt delivery 2–3 times before returning the package to us.
• Additional delivery attempts may incur extra charges.

8.2 Incorrect Address

• Please ensure your delivery address is correct and complete at checkout.
• If you notice an error after placing your order, contact us immediately. We may be able to update the address if the order has not yet been dispatched.
• We are not responsible for delays or losses caused by incorrect addresses provided by the customer.

8.3 Lost or Delayed Packages

• UK orders: If your package has not arrived within 7 business days of dispatch, please contact us.
• International orders: If your package has not arrived within 14 business days of dispatch, please contact us.
• We will investigate with the courier and, if confirmed lost, offer a replacement or full refund.

8.4 Damaged Packages

• If your package arrives visibly damaged, do not open it. Take photographs and contact us immediately.
• If you discover damage after opening, take photographs of the item and packaging, and contact us within 48 hours of delivery.
• Retain all original packaging for inspection by the courier if required.

9. Customs, Duties & Taxes

9.1 International Orders

• All international orders may be subject to import duties, customs fees, and local taxes upon arrival in your country.
• These charges are determined by your country’s customs authority and are not included in the item price or shipping cost.
• You are responsible for paying these charges directly to the courier or local customs office.
• We cannot predict the exact amount of duties and taxes, as they vary by country and order value.

9.2 Customs Declarations

• We are required by law to declare the full value of the item on customs forms.
• We cannot mark items as “gifts” or declare a lower value to reduce customs charges.
• The declared value will match the invoice amount.

9.3 Refused Shipments

• If you refuse a shipment due to customs charges, the package will be returned to us.
• Once we receive the returned item, we will issue a refund for the item cost only. Shipping costs and any return shipping charges will not be refunded.

10. Order Changes & Cancellations

• If you need to change your shipping address or method, please contact us as soon as possible.
• We cannot change the shipping address once the order has been dispatched.
• If you wish to cancel your order before dispatch, we will issue a full refund.

11. In-Store Collection

If you prefer, you can collect your order from our showroom:

• Address: 136a High Street, Wealdstone, Harrow HA3 7AL, UK
• Hours: Monday–Saturday, 9:00 AM – 6:00 PM
• Arrangement: Please contact us to schedule a collection time
• Identification: Please bring a valid photo ID and your order confirmation

Collection is free of charge.

12. Special Instructions

• High-value orders (over £5,000): We may contact you to verify the order before dispatch for security purposes.
• Multiple items: Orders containing multiple items may be shipped together or separately depending on availability and security considerations.
• Weather or courier delays: During adverse weather or peak periods (e.g., Christmas), delivery times may be extended. We will notify you of any known delays.

13. Changes to This Policy

We may update this Shipping Policy from time to time. Any changes will be posted on this page with a revised “Last updated” date. Shipping costs and timeframes at the time of your order will apply.

14. Contact Us

For any questions about shipping, delivery, or tracking, please contact us:

• Phone: 020 8427 0646
• WhatsApp: +44 7766 101056
• Email: Via our Contact page
• Address: 136a High Street, Wealdstone, Harrow HA3 7AL, UK