Carnelian sterling silver heart necklace.

Your order will be dispatched within 2 to 5 business days of receiving your order.

Made-to-order items require a longer processing time of 5 to 10 business days. If an item is made to order, this will be clearly stated in the product listing.

If your order is urgent, please contact us — we’ll do our best to send it sooner.

Each piece of jewellery is thoughtfully packaged in a branded Kaila jewellery box and a satin jewellery pouch, ready for gifting.

We use only Royal Mail tracked delivery services for all UK and international orders to ensure safe and reliable shipping.

UK Delivery Options:

• Royal Mail Tracked 48 (2-day delivery): Free

• Royal Mail Tracked 24 (1-day delivery): £3.60

• Royal Mail Signed For 2nd Class (2–3 day delivery): £3.45

• Royal Mail Signed For 1st Class (Next day delivery aim): £4.95

• Royal Mail Special Delivery Guaranteed by 1pm (Next day delivery, guaranteed by 1pm): £7.65

International Delivery:

• Royal Mail International Tracked: from £10.60
Europe: 3–5 business day
Rest of the World: 6–7 business days

🇺🇸 U.S. Customers – Taxes & Duties
Q: Will I be charged sales tax at checkout?
No. As a UK-based business, we do not collect U.S. sales tax. The price you see at checkout is the final price for your order (plus shipping).

Q: Will I be charged customs duty when my parcel arrives?
Since 29 August 2025, all goods entering the U.S. are subject to import duty.

We ship with Royal Mail’s Duties Paid (PDDP) service, which means duties are paid in advance by us.
You will not be billed again on delivery.

Q: So what do I pay in total?
Item price + shipping.
That’s it — no surprise fees when your jewellery arrives.

🌍 International Shipping Notice

• EU Deliveries: We have temporarily suspended shipments to EU countries due to new customs regulations.
  
• United States: We ship with Royal Mail’s Duties Paid (PDDP) service, so import duties are prepaid. No extra fees on delivery.
  
• Other International Destinations: Customers outside the UK and U.S. may be required to pay customs duties or import taxes upon delivery, depending on local policies.
  

We have a 14 day return policy, which means you have 14 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at info@kailajewellery.com

If your return is accepted, we will send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at info@kailajewellery.com

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, such as custom products and personalised items. Please get in touch if you have questions or concerns about your specific item.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.

To keep your Kaila Jewellery looking beautiful for years, we recommend:

• Store your pieces in a dry place, ideally in the original Kaila Jewellery box or pouch, to prevent scratches and tarnish.

• Avoid direct contact with water, perfumes, lotions, and household chemicals.

• Remove jewellery before showering, swimming, or exercising.

• To keep silver and gold-plated items shining, gently polish with a soft lint-free cloth.

• For oxidised finishes, avoid abrasive cleaning – simply wipe with a dry cloth to maintain the unique look.

• Put jewellery on last when getting ready, and take it off first when you return home.