Shipping & Returns

Effective Date: October 21, 2026
Last Updated: October 21, 2026

Delivery, Returns & Customer Care

At VINCENT MODE LTD, we want customers to have a clear understanding of what happens after placing a jewellery order.

From preparing your purchase for dispatch to assisting with returns or exchanges, our aim is to provide straightforward information and practical customer support.

This Shipping & Returns Policy explains our delivery arrangements, order processing procedures, return conditions, refund process, and the rights available to customers.

It applies to purchases made directly through our official website:

https://vincentmode.com

PART ONE — SHIPPING INFORMATION

1. Order Preparation

Once an order has been submitted and payment has been successfully confirmed, we begin preparing it for dispatch.

Our usual order processing period is:

1–3 business days

Processing may include checking product availability, verifying order information, preparing the jewellery, and arranging suitable packaging.

Business days are Monday to Friday, excluding UK public holidays.

Orders placed on weekends or public holidays will normally begin processing on the next business day.

Processing times are separate from the estimated delivery periods shown below.

2. United Kingdom Delivery

For customers within the United Kingdom, available shipping services and charges are displayed during checkout.

Transit estimates begin after dispatch.

Express delivery is offered only where the relevant service is available for the customer’s address and order.

The final delivery charge is presented before payment confirmation.

3. International Delivery

We may deliver to selected international destinations supported by our shipping arrangements.

Estimated delivery periods are provided below for general guidance.

International delivery is available only where the destination can be selected and supported at checkout.

Actual delivery times may vary because of customs procedures, carrier operations, or local conditions.

4. Shipping Charges

Shipping charges may depend on the delivery location, selected service, parcel characteristics, and any applicable promotion.

The amount charged by VINCENT MODE LTD will be displayed during checkout before the order is completed.

We aim to provide transparent delivery information and avoid unexpected charges imposed by us after purchase.

5. Order Confirmation and Dispatch

After placing an order, customers should receive an order confirmation using the email address entered at checkout.

When an order has been dispatched, tracking information may be provided where supported by the selected delivery service.

Tracking updates may take time to appear in the carrier’s system.

If you need assistance with your order status, please contact our customer support team.

6. International Customs and Taxes

International orders may be subject to import duties, taxes, or customs handling charges.

Whether such charges apply depends on the destination country’s rules and the tax and shipping arrangements disclosed before purchase.

Where these charges are not included in the checkout total, the customer may be required to pay them to the relevant authority or carrier.

We encourage international customers to review the applicable import requirements.

7. Delivery Delays

Delivery estimates may be affected by events such as:

• Severe weather.

• Carrier disruptions.

• Customs inspections.

• Public holidays.

• High seasonal shipping volumes.

• Transport interruptions.

• Incorrect delivery information.

If we become aware of a significant delay, we will aim to notify the affected customer.

Estimated delivery times do not override statutory consumer rights or any specific delivery deadline agreed at checkout.

8. Missing or Damaged Parcels

If your order has not arrived within the expected period, or if the parcel appears damaged, please contact us at payment@vincentmode.com.

Include your order number and relevant delivery information.

We will review the situation and, where appropriate, investigate the matter with the delivery provider.

If goods are lost or damaged before the risk has lawfully passed to the customer, we will provide an appropriate remedy.

Under applicable UK consumer law, the retailer generally remains responsible for goods until they come into the physical possession of the customer or a person identified by the customer, subject to relevant exceptions.

9. Delivery Rights

For UK consumer purchases, unless another delivery period has been agreed, goods must generally be delivered without undue delay and within 30 days after the contract is formed.

Where delivery obligations are not met, customers may have rights to request delivery within an additional appropriate period or cancel the contract in circumstances provided by law.

We will respect applicable cancellation and refund rights.

PART TWO — RETURNS & EXCHANGES

10. Our 30-Day Voluntary Return Policy

We offer a voluntary return period of 30 calendar days from the date of delivery for eligible jewellery items.

If you are not satisfied with an eligible purchase, you may contact us to request a return.

For voluntary change-of-mind returns, items should generally:

• Remain unused apart from reasonable inspection.

• Be free from damage caused by misuse.

• Not have been deliberately altered.

• Include original accessories where reasonably possible.

• Be returned with proof of purchase.

• Meet any applicable product-specific return conditions disclosed before purchase.

These voluntary conditions do not remove statutory rights relating to cancellation or faulty goods.

11. How to Request a Return

To request a return, please follow these steps.

Step 1 — Contact Customer Support

Email payment@vincentmode.com with the subject line:

“Return Request – Order Number”

Please include:

• Your full name.

• Order number.

• Product name.

• Reason for the return.

• Photographs where relevant.

Step 2 — Receive Return Instructions

Our support team will review your request and provide the appropriate return address and packing instructions.

Step 3 — Prepare the Item

Pack the jewellery securely to protect it during transit.

Where available, include the original accessories and relevant order information.

Step 4 — Send the Parcel

Use an appropriate postal service and retain proof of postage.

Step 5 — Return Assessment

Once the item has arrived, we will assess its condition and confirm the applicable refund or exchange arrangements.

Customers exercising a statutory cancellation right may notify us through a clear cancellation statement without first obtaining return authorisation.

12. Earrings and Hygiene-Related Returns

Certain jewellery products may raise hygiene considerations, particularly earrings intended for pierced ears.

Where a product is supplied with a genuine hygiene seal and qualifies for the relevant statutory exception, the right to cancel may be lost if that seal is broken after delivery.

This exception does not automatically apply to every pair of earrings.

For voluntary returns, additional product-specific conditions may apply where clearly disclosed before purchase.

Faulty, damaged, or misdescribed earrings remain subject to applicable statutory consumer rights.

13. Personalised and Custom-Made Jewellery

Jewellery made to a customer’s individual specifications or clearly personalised may be excluded from statutory change-of-mind cancellation rights where the legal conditions are met.

Examples may include qualifying personalised engravings or made-to-order designs created to individual specifications.

This exception does not apply merely because an item was selected from standard size or colour options.

Customers retain legal rights if personalised goods are faulty, damaged, or not as described.

14. Exchanges

If you would prefer another available size or design, please contact our customer support team.

Exchange requests may be considered according to:

• Product availability.

• Return eligibility.

• The condition of the original item.

• Any price difference.

• Applicable shipping arrangements.

For rings and bracelets, please review our Size Guide before requesting a replacement.

If an exchange cannot be arranged, a refund may be available where applicable.

15. Faulty, Damaged or Incorrect Jewellery

If you receive an incorrect product or jewellery that is damaged, faulty, or not as described, please contact us.

Provide your order number and a description of the issue, together with photographs where available.

We will review the circumstances and provide an appropriate remedy in accordance with applicable law.

Under the UK Consumer Rights Act 2015, customers may be entitled to remedies such as repair, replacement, price reduction, or refund, depending on the circumstances.

We will cover reasonable return costs for qualifying faulty or incorrect products where legally required.

16. Refund Processing

For approved voluntary returns, we aim to process refunds within 5–10 business days after receiving and assessing the returned item.

Refunds will normally be issued to the original payment method.

Where a statutory cancellation applies, we will follow the legally required refund deadline.

For qualifying statutory cancellations involving returned goods, the refund will generally be issued within 14 days after we receive the goods or receive evidence that they have been sent back, whichever is earlier.

Banks and payment providers may require additional time to display the refunded amount.

17. Return Shipping Costs

For voluntary change-of-mind returns, customers generally pay the direct cost of return postage where this responsibility was properly disclosed before purchase and is permitted by law.

For qualifying faulty, damaged, or incorrect products, we will cover reasonable return costs where legally required.

Where an exchange is requested for personal preference, any additional delivery charge will be explained before the exchange is arranged.

18. UK Statutory Cancellation Rights

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, UK consumers generally have 14 days after receiving eligible goods to notify the retailer of their decision to cancel.

Consumers generally have a further 14 days after giving cancellation notice to return the goods.

Certain statutory exceptions may apply, including qualifying personalised goods and specific hygiene-sealed items unsealed after delivery.

Our voluntary 30-day return period is offered in addition to applicable statutory rights.

19. Original Delivery Charges

Where a qualifying statutory cancellation applies, we will refund standard outbound delivery charges as required by law.

If a customer selected a more expensive delivery option, we may limit the delivery refund to the cost of the least expensive standard delivery service offered.

For partial returns or voluntary returns, the treatment of delivery charges will depend on the circumstances, the disclosed terms, and applicable law.

20. Return Address

Please contact our customer service team to obtain the correct return address and instructions.

Our registered business address is provided for company identification and correspondence and is not necessarily our designated returns processing facility.

Customers should not automatically send return parcels to the registered address without confirming the appropriate destination.

This does not restrict the right to exercise statutory cancellation by sending a clear cancellation notice.

21. International Returns

International customers may contact us to request a return or report a problem with an order.

Return arrangements may vary depending on the destination country, shipping services, customs requirements, and applicable consumer protection laws.

Mandatory consumer rights that apply to an international purchase will be respected.

PART THREE — CUSTOMER SUPPORT

22. Contact VINCENT MODE LTD

For assistance with delivery, returns, exchanges, or refunds, please contact:

Company Name: VINCENT MODE LTD

Registered Business Address:

1 EMMAUS
CAMBRIDGE GREEN END
LANDBEACH
CAMBRIDGE
UNITED KINGDOM
CB25 9FD

Official Website: https://vincentmode.com

Customer Service Email: payment@vincentmode.com

Telephone: +44 7877178242

Customer Service Hours:

Monday – Friday: 9:00 AM – 5:00 PM (UK Time)

Saturday, Sunday & UK Public Holidays: Closed

We aim to respond to general customer enquiries within 1–2 business days.

23. Policy Updates

We may update this Shipping & Returns Policy to reflect changes in delivery services, return procedures, or applicable legal requirements.

The current version will be published on this page with an updated revision date.

Changes will not retrospectively remove statutory or contractual rights applicable to previously accepted orders.

Thank you for shopping with VINCENT MODE LTD.

We aim to provide clear delivery information and fair after-sales support so that customers can purchase jewellery with greater confidence.

VINCENT MODE — Details That Make It Yours.

© 2026 VINCENT MODE LTD. All Rights Reserved.