SHIPPING & TAXES & RETURNS
Shipping is US$14.90 per order.
We offer free shipping on single orders over US$500.
Delivery
WHERE ARE YOU BASED?
WillieTanAtelier is based in Chengdu, China. Our jewelry is handcrafted in our studio and shipped from Chengdu.
WHEN WILL MY ORDER BE SHIPPED?
This item is handcrafted to order and production time can take 7 days.
We begin making your piece after receiving your order and ship it as soon as it is ready. Each piece is made individually in our studio, with careful attention to its form and finish.
For us, jewelry is personal. The care we put into making it is the beginning of its life with you.
DO YOU SHIP GLOBALLY?
We offer international shipping through SF International to the destinations available at checkout.
If your destination is not listed, please contact willie@willietanatelier.com before placing your order so we can check delivery availability.
HOW MUCH DOES SHIPPING COST?
Shipping is US$14.90 per order.
We offer free shipping on single orders over US$500.
HOW LONG DOES SHIPPING TAKE?
Usually it takes 6–22 business days.
Note:There can be occasional customs or delays which may affect your delivery timeframe, these unfortunately are beyond our control. Please ensure your delivery address is attended during business hours to ensure you are able to accept delivery of your package. In most cases a signature will be required on delivery to confirm that the package has been received.
WILL I RECEIVE A TRACKING NUMBER?
Yes. Once your order has been shipped, we will email you a tracking number so you can follow its journey.
WILL I NEED TO PAY CUSTOMS DUTIES OR TAXES?
Our orders are shipped from Chengdu, China. International shipments may be subject to import duties, local taxes and customs clearance fees in the destination country.
Charges payable on arrival are the recipient’s responsibility. Unless expressly collected at checkout, these charges are not included in our product prices or shipping fees. Please check your country’s import requirements before ordering.
We declare the full purchase value of the goods and provide an invoice or other customs documentation when required.
WHAT IF MY PARCEL IS LOST?
Please contact willie@willietanatelier.com with your order number.
We will investigate with SF International. If the carrier confirms that your parcel has been lost, we will arrange a replacement. This process does not limit your rights under applicable consumer law.
WHAT IF MY PARCEL IS RETURNED TO YOU?
Please check your delivery address carefully before completing your order.
If a parcel is returned because an incorrect address was provided, delivery was refused or required import charges were not paid, any applicable shipping costs will be deducted from the refund where permitted by law.
Refunds for these returned parcels are processed after the goods arrive back at our studio, unless applicable law requires otherwise.
Returns & Refunds
CAN I RETURN OR EXCHANGE MY ORDER?
Under our voluntary return policy, you may request a return or exchange within 7 days of receiving your order.
Please email willie@willietanatelier.com with your order number and let us know whether you would like a return or an exchange.
For returns under this voluntary policy, jewelry must be unworn, undamaged and returned in its original packaging. Engraved pieces and earrings are subject to the conditions below. We may decline voluntary returns that do not meet these conditions.
This policy does not limit your statutory rights. Eligible purchases in the EU and UK remain subject to the applicable 14-day right of withdrawal. Any longer mandatory return periods or additional consumer rights take precedence over our voluntary policy.
CAN I RETURN ENGRAVED JEWELRY OR EARRINGS?
We offer personalised engraving of up to five letters. Engraved pieces cannot be returned or exchanged for a change of mind.
Earrings are eligible for change-of-mind returns or exchanges only if their hygiene seal remains intact and the other applicable return conditions are met.
These exclusions do not affect your statutory rights if an item is faulty or not as described.
HOW DO I SEND A RETURN?
Please contact willie@willietanatelier.com before sending your jewelry back. We will provide the return address and instructions.
Returns are sent to our studio in Chengdu, China.
Pack your jewelry securely and use a tracked shipping service. We recommend insuring the parcel and keeping your proof of postage.
Where permitted by law, WillieTanAtelier is not responsible for loss or damage during return shipping arranged by the customer.
WHO PAYS FOR RETURN AND EXCHANGE SHIPPING?
For non-quality-related returns and exchanges, the customer pays the return shipping costs.
For exchanges, the customer also pays the shipping cost of sending the replacement piece.
If your jewelry has a confirmed fault, please contact us before returning it. Related shipping costs will be handled in accordance with applicable consumer law.
CAN I CANCEL MY ORDER?
Yes. You may cancel your order at any time before it has been shipped.
Please email willie@willietanatelier.com with your order number. We will confirm the cancellation and refund your payment to the original payment method.
Once the order has shipped, please refer to our return policy and any applicable statutory cancellation rights.
WHAT IF MY JEWELRY IS FAULTY?
Please email willie@willietanatelier.com with your order number, clear photographs and a description of the issue.
Once a manufacturing fault is confirmed, we will arrange a repair. Where applicable consumer law entitles you to a replacement or refund, those rights remain available.
Small variations in shape, texture and finish are part of handcrafted jewelry and are not, by themselves, manufacturing faults. This does not exclude genuine defects or items that do not match their description.
The 7-day voluntary return window does not limit your statutory rights concerning faulty goods.
HOW WILL MY REFUND BE PROCESSED?
We will inspect your returned jewelry and process any approved refund within 3 business days of receiving it. Refunds are issued to your original payment method.
For non-quality-related returns, the original US$14.90 shipping fee is non-refundable, except where applicable law requires otherwise.
Your bank or payment provider may need additional time for the refund to appear in your account. Any statutory right to an earlier refund remains unaffected.