Shipping, Returns & Damaged Goods

Shipping

Fully made orders are shipped within 1-3 days. Where listings are marked as 'PRE ORDER' the item is currently made to order so will take a little longer to ship due to the time it takes to make it. This means it can take 2 - 7 days to despatch instead but generally I make and post them in 3 days. However if it is a new collection that has just been released or around a sale orders tend to take anywhere between 1-6 weeks to complete but for big releases it may take longer (it's best to leave 10 weeks). PRE ORDER in the listing titles will indicate this and I usually post updates on social media and on the announcement bar at the top of the website. If you need your item quickly, please email me at hello@rockthepanda.com and I will endeavour to complete it as quickly as possible.

For UK orders you can choose between Royal Mail Tracked24 (1-2 days to arrive), Tracked48 (2-3 days to arrive) or Special delivery (which should arrive next day by 1pm). International orders are shipped with Tracked shipping which can take a varying length of time depending on where you are in the world. For example orders to Australia often takes 2-6 weeks to arrive, orders to the US 1-6 weeks  and orders within Europe can take 1-3 weeks to arrive. If you would like a signed service you can request this by emailing me stating your order number.

It is advised to keep an eye on the tracking provided with your shipping order to ensure delivery runs smoothly. Occasionally orders may take longer to arrive than expected but it is asked by Royal Mail to wait 10 working days if within the UK and 25 working days for international order before deeming them lost via a claim. I would usually ask international customers to wait around 8 weeks depending on the tracking. After that time I will either resend the item or refund the customer if they would prefer.

IMPORTANT - I'm now using IOSS which is good news for customers within the EU. It means that if you are spending less than €150, the tax will be included at the checkout so you won't get a nasty surprise customs fee to pay on delivery (which would've been a fair bit higher without IOSS due to the extra handling fee). If however you're spending €150 and over then you won't be taxed at the checkout and you'll receive the tax within a customs fee on delivery. I can't prevent this unfortunately and the customer is fully responsible to pay it. You could however place two separate orders (up to €150 each) and I can ship them on different days if you want to avoid the handling fee. I can't say whether you'd benefit though as you'd be paying more postage.

I'm charging less for products and postage on here as opposed to Etsy so you'd definitely benefit from buying on here instead of Etsy.

For the rest of International customers, I don't charge taxes so if you are located outside of the UK (and the EU) please be aware that you will likely incur a custom fee on delivery. This is solely the customers responsibility to pay and unfortunately I can't prevent customers from receiving the custom fees and I can't predict how much the fee will be either. 

Additionally, if an item is being held at a postal office and you've been notified to collect it, it is your responsibility to collect it within the period of time before it is returned back to me. If I do receive your order back I have to treat it as a return, as such only the cost of the item(s) can be refunded. 

If you've placed multiple orders and wish to combine them, I can do this just send me an email with your name and order numbers within 12 hours of ordering. I will then refund the excess shipping and will combine them.

I don't do gift wrapping but I try to wrap your orders with care and I use recyclable packaging where possible. Orders are shipped in either boxes or in thick padded jiffy green envelopes both of which are recyclable. Tissue paper is used as padding and also biodegradable bubble wrap to protect pieces such as necklaces. Please recycle my outer packaging responsibly and keep your piece(s) in the boxes provided or re use them if you'd prefer to store your pieces in drawers. 

It is you the customers responsibility to provide a full and correct shipping address. If for any reason you provide the wrong shipping address and your order goes astray, I can't be held responsible for the loss as I won't be able to claim for it, so please check your address! If I see something odd looking I will contact you.

Returns

If you are unhappy with your order and wish to return it please let me know within 14 days of the the order date by sending an email stating your name and order number to hello@rockthepanda.com. Once you've received a response to your email, you have a further 14 days to return the items unworn and in the original packaging and condition to the address stated in the email (and on the parcel).

Please use a recorded service such as tracked or signed (I recommend tracked 48 online for items up to £150) when returning your order as it is your responsibility until I receive it and if the piece becomes damaged in the post it is your responsibility to claim for it. Once the item is received back in the same sellable condition you will be refunded. This can take up to 7-10 days depending which method of payment you used. Unfortunately we are unable to refund delivery charges unless the item delivered was faulty. 

Please note custom pieces are non refundable unless there is a fault and earrings aren't refundable due to hygiene reasons.

Damaged Goods

If the item you receive has been damaged in the post or you believe it to be faulty, please email me a photo of the damage ASAP at hello@rockthepanda.com stating your name and order number. I will do my best to resolve the problem by either sending a full or part replacement depending on the issue.

Unfortunately acrylic jewellery can become damaged through being dropped, knocked or entangled on things such as coats and seat belts.  Please handle the pieces carefully and keep them in the boxes provided when not worn. If I piece does become damaged and depending on how it came to be that way, it is not always my responsibility to replace free of charge, though you may contact me and I will access the situation and will help the best I can.

Packaging

All orders are packed securely in gift boxes with tissue paper and/or biodegradable bubble wrap in either a fully recyclable thick padded envelope or in a cardboard box with tissue paper padding. Please recycle or reuse any packaging.