Shopping at Winterson
Some of our delivery services may be affected by the ongoing situation regarding the coronavirus. We will do our best to ensure that all deliveries arrive with you safely and on time, but some disruption may occur during this period. Please do check our Coronavirus Update page or Contact Us for further information.
Extended Returns Period Over Christmas
Please note that, for purchases made on or before 7th December 2020, our returns period over Christmas is extended until 6th January 2021 for you to return or exchange a piece of jewellery with us. For purchases made on or after 8th December 2020, we offer a 30 day Returns period from the date of receipt of your order so that you can return the jewellery to us for any reason.
How may I contact you?
We can be contacted by telephone on +44 (0) 207 183 2245 or by email at firstname.lastname@example.org. Our normal hours of business are 9.30am to 5.30pm Monday to Friday, but we will endeavour to answer your query as soon as possible outside these hours. To contact our team, please Contact Us here.
Do you have any independent reviews of your jewellery?
We care strongly about the quality of our service and of our jewellery. We partner with Feefo, an independent feedback service, so that every customer of ours is able to give an independent review of Winterson. View our jewellery reviews on each product page or read our Testimonials here.
Do you have a showroom or can I see your jewellery at other stockists?
No, currently our jewellery is only offered for sale through this website and is not available to view in store. Although we are based in London, we are not able to receive visitors at our 160 Victoria Street mailing address.
Can I order from you by telephone?
We would be delighted to assist you with any questions that you may have regarding our jewellery. If occasionally we may not be able to answer your call, please leave a message and we will endeavour to answer your query as soon as possible.
Do you offer a gift wrapping service?
All our jewellery is carefully gift wrapped and shipped to you in our signature Winterson zigzag gift wrap, jewellery box and pouch.
Do you offer a bespoke service?
We stock a wide selection of pearls with which to create a bespoke necklace or piece of jewellery. Many of our jewellery designs are also able to be cast in other metals such as platinum, Fairtrade Gold or with different gemstones to those shown on our website. Certain restrictions may apply to bespoke, engraved or items that we have altered for you. Details can be found here if you would like to know more regarding our Returns Policy for Bespoke Orders.
Which credit cards do you accept?
Our website accepts Mastercard, Maestro, Visa, Visa Debit, Visa Electron and American Express. At present, we do not accept Paypal or other payment options.
Is it safe to use your website?
We do not store your credit or debit card information. All the orders on our website are processed by Sagepay, a secure online payment gateway that encrypts your card details in a secure environment, and with additional card security called Mastercard® SecureCode, Verified by Visa and American Express SafeKey®. Read more about Payment Security on our website.
When will my order be shipped and delivered?
All our orders are shipped by either Royal Mail Special Delivery in the UK or FedEx International Priority to most international destinations. UK orders received before 11am are shipped the same day for next day delivery in the UK, including on Saturday. Orders to international destinations that are received before 10am are shipped the same day and delivered approximately 2-5 working days after shipment. Full details can be found here if you would like to know more regarding our Delivery services.
How much does delivery cost?
Orders to UK destinations by Royal Mail Special Delivery are free. We charge £25 for delivery by FedEx on orders to destinations in Europe, the USA and Canada and £35 for orders to other destinations. Full details can be found here if you would like to know more regarding our Delivery services and how local VAT and sales taxes may be be charged to you.
Are your deliveries insured?
Yes, all our shipments are fully insured by us until they are signed for by you on delivery. Upon shipment, we will send you a confirmation email with details of how to track the progress of your order.
Do you remove VAT on orders shipped outside the United Kingdom?
The prices on our website include VAT at the current standard rate of 20% as we are required to charge VAT on all orders shipped to the UK. If you are sending an order to Jersey, Guernsey or the Channel Islands, please select Jersey or Guernsey in the checkout to remove VAT from your order during checkout.
If you are sending an order outside the UK, then VAT will be removed from your order during checkout. Any local import duties, customs charges, taxes or administration charges paid to couriers arising from a shipment outside of the UK should be paid directly by you as Winterson cannot be held responsible for the payment of such charges.
Do you ship to BFPO addresses in the UK and overseas?
Yes, please see our guide to shipping to BFPO addresses if you would like to know more.
How may I return my order to you?
Please contact us to request an Return Authorisation (RA) number if you would like to return your jewellery to us. For customers in the UK, returning the jewellery is free of charge using the Royal Mail Special Delivery labels included with your order. For customers outside the UK, you are responsible for any costs incurred returning your goods to us. Full details can be found here if you would like to know more regarding our Returns policy.