Shipping & Returns
Each House of Yi piece is carefully prepared and packaged before beginning its journey to you. Below you’ll find information about delivery, international orders, returns and refunds.
Shipping (United Kingdom)
We offer delivery throughout the United Kingdom.
Available shipping methods, estimated delivery times and the applicable shipping charge will be displayed at checkout before you complete your purchase.
Once your order has been dispatched, you will receive a shipping confirmation with tracking information where tracking is available.
Please note that delivery estimates begin from the date your order is dispatched rather than the date your order is placed.
Order Processing
Orders are prepared and dispatched on working days, excluding weekends and UK bank holidays.
During collection launches, promotional periods and other particularly busy times, preparation may take slightly longer. If there is a significant delay affecting your order, we will contact you.
For pre-order or made-to-order pieces, the estimated dispatch timeframe will be stated on the relevant product page.
If your order contains both an in-stock and a pre-order piece, we may dispatch the order together once all pieces are available unless otherwise stated.
International Shipping
House of Yi ships to selected international destinations.
Available destinations, shipping options and delivery charges will be shown at checkout.
International delivery times are estimates and may vary due to customs processing, local postal services and circumstances outside our reasonable control.
Duties & Taxes
Orders delivered outside the United Kingdom may be subject to local import duties, VAT, taxes or customs charges.
Where duties and taxes are not expressly stated as included or prepaid at checkout, they are the responsibility of the recipient and may be collected by the local customs authority or delivery carrier before delivery.
House of Yi does not control charges imposed by overseas customs authorities.
Please check the requirements of your destination country before ordering if you are unsure.
Tracking Your Order
Where tracking is available, you will receive your tracking details by email after your order has been dispatched.
Please allow some time for tracking information to update after receiving your dispatch confirmation.
If your parcel appears to be significantly delayed, please contact us and we will assist wherever possible.
Delivery Addresses
Please check your delivery information carefully before completing your purchase.
If you notice an error after placing your order, contact us as soon as possible.
We will always try to amend an address before dispatch, but we cannot guarantee that changes can be made once an order has entered the fulfilment or shipping process.
House of Yi cannot accept responsibility for delivery problems caused by an incorrect or incomplete address supplied by the customer, except where required by law.
Returns
We hope that every House of Yi piece becomes something you keep for years to come. However, we understand that sometimes a piece may not be quite right.
If you purchase from us online and change your mind, you may notify us that you wish to cancel and return your order within 14 days of receiving it.
Once you have notified us of your decision to return your order, you must send the piece back to us within a further 14 days.
To begin a return, please contact us through the contact details provided on our Website and include:
your name;
your order number;
the piece or pieces you wish to return; and
the reason for your return, if you would like to provide one.
We will then provide you with the relevant return instructions and return address.
You do not need to provide a reason in order to exercise your statutory right to cancel an eligible online purchase.
Return Condition
We ask that returned jewellery is handled with care.
You may inspect a piece in the same way that you reasonably would when viewing jewellery in a store.
Please return pieces:
in their original condition;
with any accompanying components or accessories; and
with their original packaging.
You are responsible for taking reasonable care of a piece while it is in your possession.
If a piece has been handled beyond what is reasonably necessary to establish its nature, characteristics and functionality and this results in a reduction in its value, we may make an appropriate deduction from the refund where permitted by law.
For hygiene reasons, where pierced earrings are supplied in sealed hygienic packaging, we cannot accept a change-of-mind return once that hygiene seal has been broken or removed.
Please inspect your earrings carefully before opening any hygiene seal.
This restriction does not affect your rights if the earrings are faulty, damaged or not as described.
Return Shipping
For change-of-mind returns, we will cover the costs.
Please retain your proof of postage until your return has been completed.
If an item is faulty, damaged when it arrives or we have sent you an incorrect item, please contact us before returning it so that we can arrange or reimburse an appropriate method of return where required.
Refunds
Once your return has been received, we will inspect the piece and process the applicable refund.
For an eligible cancellation of an entire order, we will refund the full price paid for the returned goods;
Refunds will ordinarily be made to the original payment method.
Where the statutory cancellation rules apply, we will issue the refund without undue delay and no later than 14 days after we receive the returned goods, or earlier evidence that you have sent them back, as applicable.
Please note that your bank or payment provider may require additional time before the refunded amount appears in your account.
Exchanges
We do not currently offer direct online exchanges.
If you would like a different piece, finish or size, please return the eligible original item in accordance with this policy and place a new order.
This helps ensure that your preferred piece is secured while it remains available.
Faulty or Damaged Pieces
Every House of Yi piece is checked before dispatch.
If your order arrives damaged, faulty, incorrect or materially different from its description, please contact us as soon as possible with:
your order number;
a description of the issue; and
clear photographs showing the piece and, where relevant, the packaging in which it arrived.
We will work with you to resolve the issue.
Nothing in this policy limits your statutory rights. Under UK consumer law, goods must be of satisfactory quality, fit for purpose and as described. Depending on the circumstances, you may be entitled to a refund, repair or replacement if these requirements are not met.
Sale Items
Unless an item falls within one of the legal exceptions described above, purchasing an item at a reduced or promotional price does not remove your statutory rights.
Eligible sale pieces may therefore be returned in accordance with this policy.
Lost or Damaged Deliveries
If your parcel has not arrived within the expected delivery period, or arrives visibly damaged, please contact us as soon as possible.
Please keep all packaging and documentation relating to a damaged delivery until the matter has been resolved, as these may be required when making a claim with the delivery carrier.
Where the goods remain our responsibility under applicable consumer law, we will work with the relevant delivery provider to resolve the matter.
International Returns
International customers wishing to return an eligible order should contact us before sending anything back.
Unless the return relates to a faulty, damaged or incorrectly supplied piece, return postage and any associated international return costs are the responsibility of the customer.
Please clearly mark return documentation in accordance with the instructions we provide to minimise the risk of unnecessary customs charges.
Any original import duties, taxes or customs charges collected by a destination country's authorities may not be refundable by House of Yi. You may need to contact the relevant authority directly regarding any available refund.
Nothing in this policy is intended to restrict any mandatory consumer rights that apply to you in your country of residence.
Contact
If you have any questions about shipping, an existing order or making a return, please contact us using the contact details provided on houseofyi.co.uk.
We will be happy to assist.