Shopping at Winterson
We are monitoring the evolving advice from the UK government carefully. The government's current advice is that online retail remains open for delivery to customers. We are determined to try to maintain as normal a service as possible, as we have throughout the Covid-19 situation this year, but we also wish to be operating responsibly and safely.
We wanted to share with you some of the changes that we are having to make to our normal business procedures. We will keep these changes under review and please do check with our website here for the latest information.
Is Winterson open?
Our website remains open to customers in the UK and international destinations, with some exceptions below. If there is any disruption in us being able to fulfil your order, then one of our Customer Care team will be in contact with you.
How is the current situation affecting our services?
We have stopped all travel for our team for the time being. Whilst we do not envisage any current issues, this may mean that some of our pearls may be out of stock from time to time. Please check the stock information on each product page carefully or Contact Us for any further information before placing your order.
What hygiene measures are we taking?
We have implemented a hand washing policy before and after preparing every order. All of our jewellery is also being carefully wiped with alcohol wipes prior to shipment.
Are there any changes to our UK delivery services?
We continue to use signed for and tracked Royal Mail Special Delivery services in the UK for every order of jewellery to ensure that your item is delivered securely to you and is fully insured until you receive your order.
Please note that Royal Mail have temporarily suspended their 1pm delivery guarantee during this period. Special Delivery packages will continue to be prioritised, but may be delivered by no later than 9pm. Our shipment services may also be impacted by the temporary closure of Post Office branches in central London.
To reduce the level of contact for deliveries that require a signature, Royal Mail have also implemented some changes to all of their Special Delivery services during this period. Royal Mail will knock on your door, or ring your doorbell, and leave the package on your doorstop before waiting at a safe distance while you retrieve your item. Royal Mail will sign the package for you as having been received.
If you are unable to come to the door, Royal Mail will issue a ‘Something for You’ card, advising of other ways that you, a friend or family member can arrange to get your item. These changes will ensure that your item is still delivered securely.
Are there any changes to our international delivery services?
Please note that some international deliveries may be shipped up to one day later due to temporary changes to FedEx collection services.
Shipments to some specific destinations are also being affected. We are currently not able to ship our jewellery to Australia and New Zealand due to temporary service suspensions by FedEx. Deliveries to China, Fiji, India, Indonesia, Philippines, Vietnam and some other international destinations may also be subject to delays or temporary service disruptions. Please contact us prior to ordering from the website if you would like further information.
Are there any changes to our returns sevices?
Please note that with the current situation, we unfortunately may also have more limited access to our office building. At present, we continue to process all returns within 48 hours of receipt, but if there is any temporary delay to this then one of our team will be in contact with you.
We hope these changes are not too inconvenient for you. We appreciate that this is not an easy time for many and we would like to thank all our customers and business partners for your understanding and support during these challenging circumstances.
This page was last updated 2nd November 2020.