FAQs

Where is my order?

Once you have completed your order, you’ll receive a confirmation email with your order details. Our team will then be working extremely quickly to get this order picked and packed and sent out to you. Once this has been dispatched, you’ll receive an email notifying you of this with a tracking link included. Your tracking will continue to update as your parcel makes its way to you so please be patient!

How do I track my order?

Once you have completed your order, you’ll receive a confirmation email with your order details. Our team will then be working extremely quickly to get this order picked and packed and sent out to you. Once this has been dispatched, you’ll receive an email notifying you of this with a tracking link included. Your tracking will continue to update as your parcel makes its way to you so please be patient!

If in the rare occasion your item is faulty, you can request a returns postage slip at https://www.topazluxe.com/a/returns  

How will you ship my UK order?

Shipping / ReturnsShipping:

We offer free shipping on UK Orders over £100. We ship international and is calculated at checkout.

Royal Mail Tracked 48 £4

Royal Mail Tracked 24 with Signature £4.80

Royal Mail 2nd Signed [ Not Tracked] £3.50

Standard International Tracked & Traced £9.95

Europe Tracked & Traced  £9.95

If you choose to have your goods delivered by Royal Mail 1st Class, we aim to deliver your goods within 1-2 working days.

If you choose to have your goods delivered by Royal Mail 2nd Class, we aim to deliver your goods within 3-5 working days.

Delivery is Monday to Saturday (excluding bank holidays). 

After 12pm on a Friday, Shipping will not be sent until the following Monday.

How will you ship my INTERNATIONAL order?

Europe - £9.95 - Sent We aim to deliver countries outside of the EU within 10- 15 working days. 

Please note an additional customs payment may be required on receipt. 

 United States - £9.95 

 Rest of The World - £9.95 

Can I change my delivery address after placing my order?

We know our customers want their items ASAP so as soon as your order is placed, our team is on it ensuring this is dispatched as quickly as possible! Unfortunately, this does mean that we’re not always able to change any order details once the order has been confirmed (so always double check before you click confirm!) If you need details amending or the order cancelling, please send over the order number and what exactly needs to be changed/cancelled to one of our social media channels or info@topazluxe.co.uk and we’ll try our best to sort this for you!

What is your returns policy?

All returns must be made through our returns portal either sent using a prepaid label provided by us or with a courier of your own choice. 

Returns must be returned to our returns team within 14 days of receiving delivery of your parcel in the UK and 28days for International Orders. 

Eligible returned items can be refunded via the original payment method or via store credit.

Items must be returned in its original state with all tags still attached and hygenic stitckers in place. Garments that are returned with signs of being worn or delivered to our returns team outside of the stated 14 day policy window will not be accepted. 

Returns must be received within 14 days of submitting a return, and within 28days of receiving the items. If items exceed this window your will be offered a credit only.

All Sale Items are final and will be subject to exchange or credit only. You can request this through the returns portal. Gift cards are non returnable. 

You can purchase two sizes of the same style and return one of them unworn.

Bundles purchased together with a discount are subject to exchange only and must be returned together.

Buy 1 Get 1 Free Offers are subject to exchange only as they are classed as offers / sale items.

All orders placed using a discount code which is not the welcome code are classed as sale items and are subject for returns only.

Any free gifts sent with purchase must be returned if order is returned. We will deduct the value of the gifts off the refund if these are not returned.

Will I be charged customs and import duties?

Topaz Swim will not be liable for packages refused or held by customs for delivery. We request that you contact your customs office and ask about import regulations and restrictions before placing your order. It is important for you to become familiar with Customs policies for your specific country before ordering. 

Customs regulations differ by country and not knowing their regulations can result in your order incurring high import duties, the delivery being delayed or even returned. Please check with your Customs office to see if your country permits the shipment of the products you are planning to order from us and if any additional licenses or permits are needed. 

However, if your parcel does incur customs taxes or duty it's entirely up to you (as the receiver) to cover these costs. Unfortunately, as these charges differ from country to country we are unable to directly advise you on what these might be. We recommend contacting your local customs office prior to ordering so you're not surprised by any unexpected delivery charges. 

By law, all items must be declared at their full price and we cannot alter the amount to decrease any custom fees. In the unlikely event that you wish to refuse your delivery, you may still be held responsible for the original customs fees or import duties and the cost of returning the package to us. We regret that we can only refund you the value of your order minus any fees we are charged upon return for your item. If a delivery is refused by you then, unfortunately, we cannot be held liable for any loss or damage incurred by your order during transit back to us.  

Are returns free?

Please follow link below to return/ exchange your items. Returns & Exchanges

Once your return is approved by our team we will send you a link to a pay for your return label, which is £5.28.

For international returns outside of the UK and US, we do not provide free returns labels and cannot be held responsible for any return postage costs.

Return & Exchanges Portal

If you require a different size or want to exchange what you’ve bought for another style, we are happy to offer exchanges within 14 days of purchase (UK) and 28 days (overseas). 

To proceed with an exchange, simply head over to RETURNS

We currently cannot process exchanges without generating a new sale, place a new order and we will ship this out to you straight away. The item must be returned unworn, undamaged in the original packaging with the hygienic sticker and ziplock bag. 

Any items returned do not meet a resaleable state will be returned to the customer.

How long does it take for my refund or exchange to be processed?

Refunds and exchanges are processed within 5 working days of us receiving the item(s) back at our warehouse. Weekends aren’t included in working days and we only begin this countdown when the items are in our warehouse, not when they were posted back, so please bear this in mind especially if you’re returning internationally! 

Please note, if you’ve sent your item back for an exchange, we take approximately 5 working days to process the returns and then your exchanged item will take 2-3 working days to deliver for UK orders or 3-7 working days for international orders. If you require your replacement item within two weeks of you receiving your initial product, we recommend re-ordering and sending your current item back for a refund.

Have you received my return?

We don’t contact our customers as soon as we have received your return, only when we have processed a refund/exchange so there’s no need to panic if you haven’t heard from us – we’re just working our way through our returns! If you want to see if we have received this in the meantime, we recommend checking your returns tracking number (found on your postal receipt).

My refund is incorrect

We’re so sorry to hear this and want to get this resolved for you as quickly as possible so please send over an image of your returns postage receipt to: info@topazluxe.co.uk along with the names of the items you returned and we’ll have this sorted for you!

PRE-ORDER: These are items that are not available and/or are currently sold-out from our physical/online shop.
Pre-Orders are subject to first come serve basis. Our Limited Edition Collection are likely to sell out and will not be restocked. We recommend Pre Ordering to avoid disappointment.

Please make sure you have read and understood all the conditions written here before submitting your Orders.

1. “Full payment” is required & should be made by purchasing online.

2. Cancellation of orders is not allowed once the Order has been placed nor could it be exchanged for other items until order is received. All pre-orders made are considered as sold.

3. Estimated Date of Arrival: Shipment is based on the shipping schedule of our selected courier.

4. Once the products have landed and received by our team. You will then be informed via email address. We will immediately have all your orders packed in the next 24 Hours and schedule it for shipment. In the case of lost items during shipment we shall refund in full the amount that you have paid and shall offer a discount on your next possible purchase from us.

5. Pre-orders are non-transferable. All orders made shall ship directly to the person and address specified in the order.

MATERIALS & CARE

The with lyberty collections are made with quality materials and designed to be worn, enjoyed and lived in. This care guide will help you maintain your jewellery to ensure its longevity. 

18k Gold Plated 925 Sterling Silver

These pieces are made from a base metal of 925 sterling silver and then thickly plated with 18k gold, with an extra anti-tarnish layer on for longevity. They are hypoallergenic and we never use lead, nickel or brass. They will not turn your skin green. 

18k Gold Plated Stainless Steel

A base metal of 316 stainless steel and plated with 2 microns of 18k gold. Stainless steel is water resistant and tarnish resistant. They are also hypoallergenic and we never use lead, nickel or brass. They will not turn your skin green. 

18k Gold Vermeil

Pronounced ‘ver-may’. The piece must have a base of sterling silver and must be plated with a thickness of 2.5 microns of gold. The plating process is different too - Gold Vermeil is plated with a process known as ‘electrolysis’, making the jewellery very durable. These pieces are more resistant to water and tarnishing. Hypoallergenic and we never use lead, nickel or brass

Warranty Policy:

If an item is received broken or wrong you must email in within 14 days of receiving it. You are entitled to a free replacement if this is the case.We are not liable for items broken due to not following jewellery care.

Caring and Storing

Any lotions, deodorants, perfumes, household items can seriously harm your gold plated jewels and discolour them.All stainless steel based jewellery can be worn in water with no risk of tarnishing. However, constant contact with water and liquids can reduce the lifespan of your jewellery so we advise to remove when exercising, washing your hands, showering, swimming or doing anything that involves moisture.Store your jewellery pieces individually, you can keep them in ourwith lybertyorganic cotton pouch so that they don’t rub together, scratch or tangle.Remove jewellery when sleeping. Always remember that your jewellery should be the last thing you put on and the first thing you take off when dressing.

Cleaning

After wearing, clean your jewellery carefully with a soft, non-abrasive, soft jewellery cloth. This helps maintain or bring back its shine. 

 Caring for your pearls

Wipe pearls gently with a lint free cloth and store in the protective with lyberty pouch provided. Do not immerse in water or store in air tight container. 

We use delicate materials such as gold and silver, over time jewellery can fade naturally due to multiple factors to wear and tear, exposure to moisture, chemicals and air. This is not considered a manufacturing fault.

All our pieces are finished with an anti-tarnish coating to ensure the plating stays in tip top condition for as long as possible. All styles are hypoallergenic, nickel and lead free!

SHIPPING & RETURNS

SHIPPING

Your order will be shipped out via Royal Mail from With Liberty Jewellery Directly.

Royal Mail Tracked 48 £3.60

Royal Mail Tracked 24 £4.20

Royal Mail 2nd Class Signned [ Not Tracked] £2.50

RETURNS

Time Frame

You can return any item within 14 days after receiving the order

Conditions

Items returned must be unused and in original packaging.Earrings cannot be returned if tried on due to hygiene reasons.

How to Return

Send us an e-mail info@withlyberty.com within 14 days after receiving the order stating what item/s you want to return and we will help you.Once we have provided the return address, send the package to us and we will give you a refund as soon as we receive the goods.

Refund Processing Time

We will inform you when we receive the goods and process your refund, you will then receive your money in 2-3 working days.

Exchanges

We offer FREE exchanges with standard shipping.Send us an e-mail within 14 days after receiving the order stating what item/s you want to exchange and we will help you.

Shipping 

The customer is responsible for the cost of shipping of returns (This is free for exchanges)If the item is defective, we will cover the cost of shipping.

Please ensure the goods are returned to us within 7 days of receiving the returns address, in the original packaging and condition, undamaged and unworn. You will be responsible for paying for your own shipping costs for returning your item. We highly recommend that you use a tracked and signed postal service, obtaining the proof of tracking information. We are not responsible for a return being damaged or lost in the mailing process, customs or in transit. All items that do not reach us are the customer's responsibility and a refund will not be processed.

If you are reading this due to a faulty item, then we are so sorry this has happened and we will offer a free easy return or exchange process.

All with lyberty products are quality inspected and carefully packaged prior to shipping to our customers.