T&C’s / FAQ’s
DELIVERY
Delivery Times
All orders are made and delivered within 5-6 weeks. Should you need to receive your order before this please get in touch as we may be able to offer a Priority Order for a small additional fee.
Can I have my order sooner than 5-6 weeks?
Please contact us with all enquires. We always do our best to fulfil your needs and turn around pieces for you. However bespoke orders with fine detail may not always be possible.
Do you ship worldwide?
Based in London, Tilly Thomas Lux is happy to ship worldwide, security and reliability are extremely important to us, therefore all orders are shipped securely and will require a signature on delivery for your piece of mind. Please note, orders to countries outside of the UK may be subject to duties and taxes as determined by customs in the destination country and the recipient is responsible for paying any taxes and duties due.
UK ORDERS
All orders are sent via next day delivery.
EU ORDERS
All orders are sent via a trackable service.
REST OF WORLD ORDERS
Dependent on territory and order, costs of shipping will be displayed during checkout and will be sent via international courier.
Bespoke Orders
Each piece is designed by Tilly Thomas Lux founder, Sally Thomas, and is by definition a unique and special item. Now you have decided to embark on this beautiful journey many hours of work will go into creating your piece. Click here for an in-depth look into the process.
How long will it take to create my bespoke piece?
All Tilly Thomas Lux pieces are hand made to order with a lead time dependent on the product. You can expect and average of between 5-6 weeks.
Do I have to pay a deposit for my bespoke piece?
After your consultation a non-refundable £80 deposit is due. Once we have received this Sally will begin designing and laying out your piece on a flat surface using the exact components she will use in the final piece.
When the design is finalised 50% of the balance (minus your deposit) will be due. Please note that no further changes can be made to your design at this time without incurring additional costs. This fee is non-refundable.
When we receive the payment we will send the base elements of your piece to be soldered and put together by our model maker. It then comes back to us and one of us can model it on our head so you can see exactly how its sits etc. Once we are happy with this it will then be plated and the stones will be set.
The piece can be collected from our studio in London or we can arrange shipping for an additional fee. The remaining balance must be paid before the piece is collected or shipped.
Returns
What is your return policy?
Bespoke pieces are designed and hand made to order and are therefore non-refundable. Please note, if you have paid a deposit for a bespoke piece which has been designed for you and then do not pay the balance, your deposit will not be refunded and the piece will be listed on the website for sale.
Please note that pierced earrings including earring pendants are non-returnable for reasons of hygiene and safety, unless the item is faulty.
We want you to be over the moon with your purchase, but understand that from time to time you may wish to return or exchange a product. If you're not happy for any reason please contact hello@tillythomaslux.com to let us know and the reason for return.
This policy does not affect your statutory rights in accordance with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the Consumer Rights Act 2015.
You will be entitled to return a product to us and receive a refund where:
(a) we receive a Return Request within 14 calendar days from the date you receive your order, and we receive the returned product within 14 calendar days of receiving this Return Request;
(b) the returned product is unused, in its original packaging and otherwise in a condition enabling us to sell the product as new.
Please make sure your parcel is properly packaged in its original box to avoid any damage in transit back to us. Items which arrive damaged due to improper packaging will not be exchanged or refunded.
You will be responsible for paying postage costs associated with returns. Returns must be sent through a trackable delivery service, ensuring it is appropriately insured. We do not take any responsibility and cannot process a refund for items that are not received and request that you contact your delivery provider directly in these cases. Note this will be minus the cost of your orginal postage. Tilly Thomas Lux reserves the right to reject returns and dispute individual cases.
SAMPLE SALE/END OF LINE ITEMS
Where sample sale pieces have been sold, these pieces, due to their often one-off nature and limited numbers of production will be non-refundable. However we would be happy to offer an exchange or credit note. Please refer to the standard return timelines above.
OVERSEAS ORDERS & CUSTOMS FEES
Please note that if you are making a purchase from outside of The United Kingdom, you may be charged customs fees by the delivery provider once your parcel reaches your country's port of entry. These charges are not controlled by us and are at the discretion of your taxation law.
It is your responsibility as the customer to cover these charges (they may range from 10% to 30% of the purchase price).
If you decide to not pay these customs fees to release the package, the package will default and be returned to us.
CARE INFORMATION
How do I take care of my Tilly Thomas Lux pieces?
To keep your headpiece, hair comb, hair clip or hair pin shiny and beautiful please DO NOT spray with hairspray/perfume as stones will dull. Treat it delicately and keep it dry so it can be treasured for years to come. Earrings & necklaces please use a soft polishing cloth. We use high quality plating but with continuous wear tarnishing may occur. To help with this, always remove your jewellery when applying perfume, before washing and swimming.
