FAQ

I want to cancel my order / Can I cancel my order?

You can cancel your order within 2 hours. Please cancel your order by clicking 'cancel' on your order confirmation email. Alternatively, please let us know within 2 hours of placing your order.

Once your order has been sent out, your order cannot be changed or cancelled; please double check before placing your order.


If you missed the deadline but your order has not been shipped yet, please contact us through email info@osmondjewelry.com to ensure your query is prioritised and handled and received by the correct department!

 

I WANT TO CHANGE TO A DIFFERENT SIZE / COLOR / DIFFERENT PRODUCT

You can change your order within 2 hours of placing your order. Please cancel your order by clicking 'cancel' on your order confirmation email and order again.
Alternatively, send us an email (info@osmondjewelry.com) about your order change within 2 hours of placing your order.

However, this will not guarantee the changes in your order as our warehouse staff can often process and ship parcels as quickly as 3 hours. If your order has not shipped yet then we will process the change and you will get an email update.  

I ENTERED THE WRONG ADDRESS IN MY SHIPPING DETAILS, CAN I CHANGE IT?

If for whatever reason you have accidentally entered the wrong shipping address, please cancel your order by going on your confirmation email and clicking 'cancel' and order again.

Alternatively, please contact us immediately to change your details. If your item has already been shipped we cannot change or re-route your product and you will not be eligible for a refund. It is the responsibility of the customer to ensure all details are correct before purchase. We take no responsibility for orders placed at the wrong address. 

In order to help us prioritise your ticket, please make the email subject line: URGENT ORDER CHANGE [#INSERT ORDER YOUR NUMBER]  

Our team will prioritise your ticket. Please do not email us again or your ticket will be pushed back. Instead, please DM us if you do not get a reply in 10 hours.

You cannot change your address or any order details once it’s shipped.

 

You might have accidentally entered a typo in your email or used an invalid email. Please email us your Full name, Post code and another email so we can find your order and re-send you your confirmation. 

info@osmondjewelry.com