HOW CAN I PAY FOR MY ORDER?
Transactions can be made securely online with the following:
- Visa (credit and debit cards)
- MasterCard (credit and debit cards)
- American Express
Transactions can also be made through PayPal.
IS MY PAYMENT SECURE?
Payments are processed through either Stripe or PayPal. These payment processors are certified to PCI Service Provider Level 1. This is the most stringent level of certification available. Your information will never be shared with any third party, and the information collected is solely used to contact you about your order if necessary.
DO YOU HAVE A RETURNS POLICY?
As each piece in the Lost Forest collection is a handcrafted item made to order; returns or refunds are considered on a case-by-case basis. Please contact me within 14 days of receipt if you experience a problem with your order. I do not offer refunds or exchanges after this period.
If the item you receive is defective in any way, please contact me within 14 days of receipt, and provide clear photos of the defect. The item must be returned to me via registered mail. I will then gladly mend or fix the item free of charge, however the customer will have to pay for return registered postage.
I cannot take responsibility if a customer has damaged the item during use or has had a change of heart.
It is the customers responsibility to read through the items description and shop policies before making purchase so they are fully aware of the terms and details.
All items of jewellery should be treated with care. See my FAQ page for full care instructions.
Custom items and discounted items are non-refundable.
CAN I CANCEL MY ORDER?
If you need to cancel an order, please do so within 12 hours of making the purchase in order to receive a full refund. Refunds are strictly not accepted after this time frame.
HOW IS MY ORDER SHIPPED?
I ship from the Republic of Ireland with An Post Registered Mail. Registered mail ensures the items safety during travel. Every parcel will have a unique tracking number assigned to it so that the customer can check for updates during its transit. Shipping rates are detailed below:
- Republic of Ireland: €10.00 (+ €1.50 with an additional item)
- International: €13.00 (+ €2 with an additional item)
*Countries which have a high rate of postal theft using the registered shipping option must pay for DHL courier services, as this will ensure that your package arrives safely and in a timely manner. The fee for DHL is €48 with €5 per additional item. This is a standard rate set by DHL International courier services with An Post and is non-negotiable. Your package will arrive in 2-3 working days, depending on the specifications in the individual product listings. Please make sure you have included your zip code and phone number for this shipping option.
Please note: The Republic of Ireland is not affected by the recent 'Brexit' referendum in the United Kingdom. The Republic of Ireland remains a member of the European Union.
DO I HAVE TO PAY CUSTOMS FEES?
Please remember, international orders may be subject to taxes or customs fees imposed by your home country. The customer is responsible for paying these fees.
DO I HAVE TO TRACK MY PACKAGE?
Yes, you will receive a tracking number once the item has been dispatched. Please refer to the tracking information for updates on the items location. Monitor the number with your national postal services online tracking feature. It is the customers responsibility to track their items. Please remember to provide an address where someone will be available to sign for the item on delivery.
I THINK MY PACKAGE MAY HAVE BEEN LOST...
If you suspect an item has been lost during transit, please make contact asap with the appropriate postal provider and quote the tracking number, which was provided in your dispatch email. I have no direct affiliation or means of personal contact with any postal services. If you encounter any problems during the investigation please notify me and I will be willing to assist in any way possible.
Packages can be held in customs for several weeks, so please be aware that delays can happen, particularly at busy holiday periods. I am not liable for these delays.