1) Proof of posting is acquired for each parcel that we dispatch, we therefore will not accept responsibility for any items lost or delayed. However, we will do our utmost to help with any claim made after 15-20 working days from Royal Mail. Please note all jewellery items only can be claimed if you pay with special delivery. 2) We exchange any defective merchandise for the same model and no refunds will be issued. 3) We will not refund the combine postage fee if the payment has been paid through paypal.(additional fee charged from paypal) 4)SPECIAL DELIVERY orders must be placed before 11:00am. Orders after this time will be dispatched on our next delivery date.