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Personal Shopper

Call us on +44 (0) 1787 462506

Monday to Friday: 9am – 5pm

Email: This email address is being protected from spambots. You need JavaScript enabled to view it.

Our personal shopper Abi is always at hand to help with any questions you may have.

Whether it is information or advice on sizing of our items or help finding the perfect gift for a loved one, we are always more than happy to go out of our way to meet you needs.

 

Packaging

Your jewellery will be sent to you in a lovely The Branch Jewellery gift bag. Please rest assured that we always package our items securely and safely.

 

Payment Options….  

Ordering Online with us is safe and secure. 
We use PayPal (go to http://www.PayPal.com for details). PayPal doesn’t compromise your credit card information in any way. This online system is 100% secure.
We encourage you to feel comfortable using your credit or debit card to conduct commerce on our site.

 

Delivery

Standard UK Delivery:
UK delivery is free of charge.
Standard UK delivery will be with you within 2-4 working days. If you require faster delivery then please contact us to check if this is possible.

European Delivery Service:
Our European delivery service is charged at £10.95
Your delivery will be with you within 5-7 working days

International Delivery Service: (This is everywhere else outside of the UK and EU)
Our international delivery service is charged at £12.95
Your delivery will be with you within 7-10 working days
Non EU orders are exclusive of VAT (20%). This is removed from your order at the checkout
Please note that any import duty and taxes incurred for shipping to certain countries are the responsibility of the customer.

Further Delivery Information

Please be aware that all deliveries need to be signed for, so please ensure there will be someone at the delivery address. If there is no one available to sign for your delivery then the courier will leave a card with details of how to arrange a re-delivery or where to collect your package.  Please note if you are collecting your package in person you will need personal ID showing your address. 

Please note that international orders may be subject to security checks or customs processing, which can cause delays in delivery of orders.

To check on the status of an order or verify shipment, please call +44 (0) 1787 462506

Our couriers do not deliver on weekends.

Any order placed over the weekend will be not be dispatched until the next working week.

Late and Lost Deliveries

UK delivery - We cannot refund or replace lost items until 20 working days after the date of dispatch (30 days for international items) - this is when the Royal Mail classes items as being lost.


International delivery - When items are sent to another country,your parcel is often handled by more than one postal service. When we send a parcel abroad, the actual delivery of the item will be the responsibility of the postal service in the country the items are going to. Delays can often be caused by customs checks, which can sometimes take up to 1-2 weeks.


Items not received but tracked as being delivered - This frequently happens when items are delivered to places of work. In some cases, your item might have been delivered to a post room or colleague within your company and someone else will have signed for it. In these cases for a small charge, you can request a proof of delivery certificate from the Royal Mail (www.royalmail.com) by filling in a signature request form. Please note that we do not refund or replace items that are tracked as being delivered. For this reason, we always recommend that you get items delivered to your home address. 
The Branch cannot be held responsible for goods that are lost or delayed in transit.

 

Returns and Exchanges

If for any reason you are not happy with your purchase we are happy to exchange or refund items returned within 28 days of the date of delivery (this includes sales items).

Refunds will be issued within 21 days of your item being received using the same method of payment.

We cannot exchange or refund earrings (unless faulty) due to hygiene reasons

All returns need to be in its original packaging, in perfect condition and unworn.

Original delivery costs will not be refunded unless the item you are returning is damaged.

If your package arrives and an item has been damaged during shipping, please let us know within 48 hours of receiving the package by email to This email address is being protected from spambots. You need JavaScript enabled to view it. or phone +44 (0) 1787 462506.  We will check if we have a replacement item in stock and dispatch the replacement once we have received your damaged item back from you.  Your postage cost for returning the damaged item will be refunded. 

If the package you receive is badly damaged or open please do not accept the delivery and contact customer services immediately to arrange a replacement.

We do not accept any responsibility for postage costs for returned items unless items are damaged or faulty.

We do not accept any responsibility for any items that are lost, stolen or damaged in transit whilst being returned to us. We recommend you return items via an insured and reliable postal service, for example Royal Mail Special Delivery Service

All of our jewellery is guaranteed for 1 year from delivery date

Please post any returns to the address shown below using a secure method (i.e. Royal Mail Special Delivery via the Post Office)

The Branch
Goston Mount
Pottery Lane
Castle Hedingham
Essex
CO9 3EU

Please enclose all original packaging, if possible please include a copy of the order confirmation, the order number or at the very least your name so that we know who the package has been returned by. Please also include a small note informing us if you wish to exchange an item or be issued a refund.

If the item was given to you as a gift and you know it was purchased directly from our website, you do not necessarily have to tell the sender that you want to exchange it.  As long as you retain all of the original packaging and you can provide us with the sender’s name, we can exchange the item for you.  Please be aware that we cannot issue refunds to anyone other than the original purchaser.

Please be aware that we cannot exchange or refund items that were purchased elsewhere (for example one of our stockists).

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Feedback and Complaints

We always welcome feedback from our customers as it enables us to improve our service. If we should receive a complaint about any part of our service, by phone, fax, e-mail or letter, then it will be dealt with promptly.

 

Care details

All of our jewellery is made from Silver Plate or 18ct Gold Plate on metal and Rosewood. Our wood is ethically sourced and will last forever if treated right. We like to keep our pieces as natural as possible; therefore we do not treat our wood. But because of this it does need some special attention.

We advise that you do not get it wet, as this will age the wood. Heat will dry out the wood so keep it in a cool place when not wearing it, and away from sunny windows or radiators. By storing it in its protective bag, you will protect the metal from scratching.

To keep the wood smooth and shiny it can be rubbed with an oil such as Linseed, Olive or even baby oil with a soft cloth. The same care can be applied to the silver or gold.

To keep it sparkling just rub the metal with a soft cloth to polish it.

Lastly but very importantly, please do not forget that our jewellery is made from a solid piece of natural wood. Do not try to force or bend it, be careful not to drop it and your beautiful piece of jewellery will last for a very long time.

 

 

 

 

 

 

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