Each piece from Of Matter is shaped and finished by hand in our London studio. We take great care in crafting, inspecting, and packaging every order to ensure it reaches you safely.
1. Shipping & Delivery
Shipping costs and delivery options are calculated individually at checkout based on each product’s specific settings, dimensions, and destination.
- Processing Time: As our jewellery pieces are handcrafted or made in limited batches, orders are typically prepared and dispatched within 2 to 5 business days. If a piece is made-to-order, specific lead times are noted on the product page.
- UK Domestic Delivery: Sent via tracked courier service (e.g., Royal Mail Tracked). Tracking details will be emailed to you upon dispatch.
- International Delivery: We ship worldwide with full tracking and signature options. International delivery times vary depending on the destination (typically 5–12 business days).
- Customs & Import Duties: Destination import charges and recipient customs formalities are normally your responsibility. See the detailed international customs section below, including prepaid-duty exceptions.
International Taxes, Duties & Customs Clearance
Orders are dispatched from the United Kingdom. Unless expressly shown as included or collected at checkout, delivery charges (including free shipping offers) do not include destination-country import VAT/GST, customs duties, or carrier customs-clearance, brokerage and handling fees. These charges are the customer’s responsibility where applicable. They are set by the destination authorities or carrier and are separate from the shipping price.
Your responsibilities as recipient: Before ordering, check local import requirements and restrictions for jewellery. Provide an accurate delivery address and contact details, respond promptly to the carrier or customs authority, supply any recipient identification, tax/import number or authorisation they lawfully require, and pay applicable charges by their deadline. Provide sensitive documents directly through the authority’s or carrier’s verified secure channels. Of Matter cannot complete recipient-only import formalities on your behalf.
Our responsibilities as sender: We provide the required accurate shipment information and customs documentation, including the goods description, value and origin. We do not under-declare values or mark commercial purchases as gifts. We remain responsible for any declaration, collection or payment obligations imposed on us by law or the selected delivery service.
Prepaid-duty destinations: Some destinations or carriers require taxes and duties to be collected or paid before dispatch rather than on delivery. Where this applies, we will explain the arrangement and disclose any additional amount for your agreement before dispatch. No additional payment will be charged without your authorisation. Please contact us before ordering if you need confirmation of the arrangement for your destination.
Customs delays and undeliverable parcels: Customs inspections and requests for information or payment can delay delivery; delivery estimates do not guarantee customs release. Failure to respond or pay may result in a parcel being held or returned. If this happens, contact us promptly so we can discuss the available options. Any return or redelivery costs will be explained and handled in accordance with applicable law; this does not create an automatic forfeiture of your order payment or remove your statutory cancellation, refund or faulty-goods rights. We remain responsible for problems caused by our own errors.
Import charges paid directly to customs or a carrier are not refunded by Of Matter. If you return an item, contact the relevant authority or carrier about any available tax or duty repayment procedure. For help with shipment documents, email [email protected].
Important: Customs Cooperation, Unpaid Charges & Destruction of Goods
You must respond to lawful customs or carrier requests and pay any applicable recipient import taxes, duties and clearance fees by the stated deadline, unless these have already been collected or included in your order. Check your email, messages and tracking updates regularly. If a request is unclear or you cannot meet a deadline, contact the carrier and [email protected] promptly.
Failure to provide required recipient information, cooperate with clearance, or pay applicable charges may lead to the parcel being delayed, returned, seized or, where local rules permit, destroyed by the relevant authority. Destruction is not the automatic outcome of every unpaid charge.
If the authority confirms that goods were destroyed solely because you failed to meet lawful recipient clearance or payment requirements, despite clear notice and a reasonable opportunity to comply, a full or partial refund may be refused only to the extent permitted by applicable law. We will review the evidence and explain any proposed deduction. Any amount retained will be limited to our reasonable, evidenced and legally recoverable net loss, after taking account of recovered goods, compensation and costs saved; it will not be a penalty or an automatic forfeiture of the full order value.
This does not apply to loss caused by our incorrect declarations, missing sender documents or other failures for which we are responsible, and does not exclude any mandatory delivery, cancellation, refund or faulty-goods rights. If a parcel is returned rather than destroyed, contact us to arrange the appropriate return, refund or redelivery process.
2. Returns & Cancellations — Statutory Rights Only
We do not offer voluntary returns or exchanges beyond your rights under applicable law. This includes additional change-of-mind, size or colour exchanges and extended return periods. Where the law gives you a cancellation, return, repair, replacement or refund right, we will honour it. Your delivery country alone does not determine whether those rights apply.
This policy applies to orders placed after its publication on 9 September 2026. It does not reduce rights or return promises applying to earlier orders. Mandatory consumer protections take priority over any conflicting wording on this website.
Statutory cancellation
For orders covered by the UK statutory cooling-off rules, you may cancel without giving a reason by notifying us within 14 days after receiving the goods, then sending them back within 14 days after notifying us. You may also cancel before delivery. Where another applicable law provides different or additional mandatory rights, those rights remain available. We do not apply the UK time limit to exclude such rights.
For a non-faulty cancellation return, you arrange and pay the direct cost of return postage to our designated UK return address, except where applicable law requires us to bear that cost. We do not provide free return labels for these returns. We recommend a tracked service and keeping proof of posting; these recommendations do not add conditions to your statutory rights.
Please handle goods with care and return supplied accessories and packaging where possible. Necessary inspection is allowed. Where legally permitted, we may deduct an evidenced reduction in value caused by handling beyond what is necessary to establish the goods’ nature, characteristics and functioning. We do not impose an automatic restocking fee or reject a statutory return solely because packaging has been opened.
Exceptions to change-of-mind cancellation
An exception may apply to genuinely personalised goods or goods made to your individual specifications. A standard design made after ordering is not automatically exempt. A health or hygiene exception applies only where goods genuinely qualify under applicable law, were supplied sealed, and the relevant seal was broken after delivery. Earrings are not automatically excluded simply because they have been dispatched. These exceptions do not remove rights concerning faulty, incorrect or misdescribed goods.
3. How to Contact Us About a Return
Email [email protected] with your order number or other proof of purchase and identify the goods concerned. For a statutory cancellation, any clear statement of your decision to cancel is sufficient; a reason or prior approval is not required. We will provide return instructions and the UK return address promptly. Waiting for our reply does not invalidate a cancellation notified on time.
4. Refunds
Refunds are made using the original payment method unless another method is expressly agreed, without refund fees. For UK statutory cancellation, we refund within 14 days of being informed, but may withhold reimbursement until we receive the goods or evidence that they have been sent back, whichever is earlier, unless we have offered to collect them. Other mandatory refund deadlines remain applicable.
Where the whole order is validly cancelled under UK statutory rules, we also refund the basic standard outbound delivery charge paid. The extra cost of an express or upgraded service need not be refunded. Any partial-order adjustment or deduction must be permitted by applicable law.
5. Faulty, Damaged, Incorrect or Misdescribed Goods
Contact [email protected] promptly with proof of purchase and, where reasonably available, photographs of the issue and packaging. This helps us assess the appropriate remedy; there is no 48-hour forfeiture deadline and photographs are not an absolute condition of your legal rights. We will provide the repair, replacement, refund or other remedy, and bear necessary return costs, as required by applicable law. A statutory replacement is not excluded by our policy against voluntary exchanges.