Customer Care

Our Policies

Shipping & Delivery

At Defoe & Mitchells, we understand that the delivery of your jewellery is as important as the piece itself. Every order is handled with the utmost care and discretion, ensuring that your purchase arrives safely and in perfect condition.

United Kingdom

Standard Delivery (3–5 business days): Complimentary on all orders. Fully insured and tracked via Royal Mail Special Delivery.

Express Delivery (Next business day): Available for orders placed before 1PM GMT. A nominal charge of £15 applies. Fully insured and tracked.

Europe

Standard International (5–7 business days): Complimentary on all orders over £500. A charge of £25 applies to orders below this threshold. Fully insured and tracked.

Express International (2–3 business days): Available at a charge of £45. Fully insured and tracked.

Rest of World

Standard International (7–14 business days): Complimentary on all orders over £1,000. A charge of £35 applies to orders below this threshold. Fully insured and tracked.

Express International (3–5 business days): Available at a charge of £65. Fully insured and tracked.

Important Notes

  • All deliveries require a signature upon receipt.
  • International orders may be subject to local customs duties and taxes, which are the responsibility of the recipient.
  • Bespoke commissions are delivered within the timeframe agreed at the time of order confirmation.
  • All pieces are dispatched in our signature Defoe & Mitchells presentation packaging.

Care Instructions

Fine jewellery, properly cared for, will retain its beauty for generations. The following guidelines will help you maintain your Defoe & Mitchells pieces in the finest possible condition.

General Care

  • Remove your jewellery before swimming, bathing, or engaging in physical exercise.
  • Avoid contact with perfume, hairspray, cosmetics, and household cleaning products, as these can damage both metals and gemstones.
  • Put your jewellery on after applying cosmetics and perfume, not before.
  • Remove rings when working with your hands to avoid scratching or bending.
  • Store each piece separately in its own pouch or compartment to prevent scratching.

Cleaning at Home

For most pieces, gentle cleaning with a soft, lint-free cloth after each wear is sufficient to maintain their lustre. For a more thorough clean:

  • Prepare a solution of warm water and a small amount of mild, phosphate-free washing-up liquid.
  • Gently clean the piece using a very soft brush — a baby's toothbrush is ideal.
  • Rinse thoroughly in clean, warm water.
  • Dry gently with a soft, lint-free cloth and allow to air-dry completely before storing.
  • Do not use ultrasonic cleaners unless specifically advised by our team, as these can damage certain gemstones and settings.

Professional Servicing

We recommend that all Defoe & Mitchells pieces are professionally serviced every two to three years. Our servicing includes a thorough cleaning, a full inspection of all settings and clasps, and any necessary restoration work. Please contact us to arrange a service appointment.

Returns & Exchanges

We want you to be completely delighted with your Defoe & Mitchells purchase. If for any reason you are not entirely satisfied, we offer the following returns and exchange policy.

Returns

Unworn pieces in their original condition and packaging may be returned within 14 days of receipt for a full refund of the purchase price, excluding delivery charges. To initiate a return, please contact our client services team within 14 days of receiving your order.

  • All returns must be accompanied by the original certificate of authenticity and packaging.
  • Pieces must be unworn and in their original condition.
  • Returns are shipped at the customer's expense and must be fully insured for the full value of the piece.
  • Refunds are processed within 5–7 business days of receipt of the returned piece.

Exchanges

We are happy to exchange pieces within 28 days of receipt, subject to availability. Please contact our client services team to discuss your requirements.

Bespoke Commissions

Please note that bespoke commissioned pieces are created specifically for you and cannot be returned or exchanged unless they are found to be defective. In the event of a defect, we will repair or replace the piece at no charge.

Faulty Items

In the unlikely event that you receive a faulty piece, please contact us immediately. We will arrange collection at our expense and either repair or replace the piece, or provide a full refund, as you prefer.

Contact Us

To initiate a return or exchange, or if you have any questions about our policy, please contact our client services team at info@defoemitchells.com or call us on +44 (0)20 7000 0000.