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Frequently Asked Questions

Where in the UK is debrisonline.co.uk currently able to deliver?

We deliver everywhere in the UK. Please click here for UK delivery options.

Can debrisonline.co.uk deliver internationally?

For international orders we use Royal Mail Airsure for jewellery and smaller items. Please click here for international delivery options.

Who will Debris use to ship my new purchase?

Royal Mail is our shipping partner for all UK deliveries. For Europe and Rest of World we use Royal Mail Airsure for jewellery and smaller items. Please click here for all delivery details.

Do I have to pay import charges if I am not in the UK?

International Customs policies vary widely from country to country, you may want to contact your local customs office for further information. Any international customs or import duties are imposed once the package reaches its destination country. Any additional charges for customs clearance must be born by the recipient. We have no control over these charges and cannot predict what they may be.

I need someone else to sign for my delivery, is that ok?

Yes, anyone at the specified delivery address can sign for your parcel.

Can you leave my parcel at an agreed hiding place, for example in the back garden?

This is an option we are looking into. But currently all deliveries must be signed for by you or another authorised person at your delivery address.

Can I return or exchange my purchase?

You can return your items to us for a refund, unworn and in original packaging, within 14 days. Click here to view our returns policy.

Can I order by telephone or order in some other way?

We can only accept payment through our web site. Ordering over the internet with Debris is the safest and most secure method of ordering and paying. It ensures your details are handled and stored safely and your card details are only handled by Barclays EPDQ secure site. Therefore we will only accept orders placed online and not by Instalments, Cheque, Email, Bank Transfer, Postal Order or over the telephone.

Can I pay using any currency?

We only operate using UK Pound Sterling (GBP).

What cards can I pay with?

We accept VISA, MASTERCARD, DELTA, SWITCH, SOLO, MAESTRO and VISA ELECTRON. We do not accept AMERICAN EXPRESS.

When will I be charged if I order something that is not in stock?

We will not sell something that is not in stock. We only display items that are currently in stock and ready to ship. It should be impossible to purchase any item that is out of stock. But in the unlikely event that a mistake is made (we are only human!) and an item appears available to purchase that should not be, we will contact you to offer an alternative or a refund along with our apologies.

When will I be charged for my new purchase?

At the final stage of purchase you will be asked to enter your postal and contact details so that we can process your order. You will also be presented with a summary of your order and offered delivery options. Once you have completed these details and chosen a shipping option, click the continue button. You will proceed to Barclays secure payment system to complete your purchase. They will contact your bank/card issuer for authorisation to take payment from your account.

Will I get any confirmation that my new purchase has been successful?

If your payment is authorised, you will be presented with a confirmation statement from Barclays EPDQ and then returned to our final statement page where a summary of your order details and payment is available for you to view and print for your records. You will also receive an e-mail within a few minutes confirming your order.

What if my payment is authorised but Debris has a query about my order or details?

If we have a query with your order or, for example, we believe your delivery address has a spelling mistake we will contact you for clarification. If for any reason we are unable to resolve the query and cannot dispatch your order, a full refund will be issued back to your card.

What if for any reason my payment is declined?

If Barclays EPDQ cannot get authorisation from your bank or card issuer you will be returned to the final statement page where you will be presented with the reason for your card being declined. You will be given the opportunity to enter different/alternative card details and continue with the purchase or terminate the transaction. (Please note some issuing banks may still reserve your funds for a period of time).

The item I ordered is now reduced. Can you refund me the difference?

Unfortunately we cannot advise you in advance of a reduced product or reimburse you the difference after you have placed an order.

I am experiencing Technical Problems! What should I do?

Please email info@debrisonline.co.uk to report this problem. Our technical team will fix it and get back to you.

I want to change or cancel my order, can I do this?

Once your order has been confirmed, it is not currently possible for you to change or cancel it prior to dispatch. Please refer to the 7 day cooling-off period for more details.

What is the 7 day Cooling-Off Period?

Under the United Kingdom's Distance Selling Regulations you have seven working days, beginning the day after you receive the item, to cancel your purchase from debrisonline.co.uk for a full refund. We will provide you with a full refund but you must return the cancelled items at your cost. If we do not receive the cancelled items we may arrange to have them collected at your cost. We cannot issue a refund until the item is returned.

There is a chance that I there may be nobody in when you deliver my parcel. What will happen to It?

Royal Mail will leave you a card informing you that delivery has been attempted. On this card will be details of a local post office where your parcel will be held for 7 days. You will need identification and the card to collect your parcel.

When will my order arrive?

We aim to deliver orders within 3 working days. All jewellery will be sent via Royal Mail special delivery and should arrive the next day, not including Saturdays. Please note that this means your order may appear as 'Order Processing' until it is shipped and could take a day or two longer at busier times of the year, such as Christmas. Please click here for all delivery details.

How do I know if my order has been shipped?

Once your order is displayed as 'Shipped' please remember to allow up to 3 working days for your order to arrive. At busier times of the year, such as Christmas, postal services can slow down, so we ask you to wait 5 working days after your order is 'Shipped' before contacting us at info@debrisonline.co.uk.

I am an international customer, when will my order arrive?

For international destinations please allow up to 14 days for delivery. Please click here to go to the delivery details page for more information.

I am still waiting for my delivery, 5 days have passed since my order was placed and confirmed, what can I do?

Please contact us at info@debrisonline.co.uk. We will immediately begin the process of verifying the status of your parcel. All we will need from you is the unique order number that was emailed to you in your order confirmation statement and your name.

I don't like my new purchase and I want to return it, what do I do?

Please click here for our returns policy . You will be able to obtain an exchange or a refund.

The Item I have received is faulty, what should I do?

If you receive an item that is faulty please accept our apologies in advance. Please email info@debrisonline.co.uk quoting your order number, your name and address, together with details of the product and the reason for return. Please state whether you require a refund or a replacement. A member of our team will contact you within 24 hours and walk you through our faulty goods process. Please understand we will need to verify the fault before any action is taken and this may include contacting the manufacturer. If the item is found to be faulty we will credit you for any postal charges you have incurred and refund or exchange the item.

I received the wrong item, what can I do?

If the item you received is not the one you ordered please accept our apologies in advance. You will be able to obtain an exchange or refund. Please click here for our returns policy. Upon receipt and verification of the product being the wrong one we will refund any postal costs you have incurred and refund or exchange the item.

How long will it take for my refund to be processed?

It is important that you notify us of any returns. Please click here for our returns policy.
Please allow 3-5 working days for your parcel to reach us.

Once we have processed your refund we will notify you by email.
Please allow a further 5-14 working days after receiving the 'refund confirmed' notification email for the funds to be credited to your account. We have no control over this time frame. It is completely dictated by your bank/card issuer. Please note that the refund will be credited to the same card with which you made your original purchase. If for any reason this is not possible, (i.e. the card has been declined or has expired) we will contact you.

Part of my order is missing what can I do?

Please accept our apologies in advance, we are only human and occasionally mistakes happen. If you have received your order and an item is missing, please email: info@debrisonline.co.uk quoting your order number and describing the missing item and we will investigate this for you.

Can I return my unwanted order to your shop in person?

Yes of course, but you must ensure you bring your receipt and the card with which you made the original purchase. We can only issue a replacement or refund if we can verify you as the purchaser.

Do I have to pay for the postage when I return my item?

If you are returning an item(s) to us for a refund or an exchange then the cost of returning the item to us is your responsibility. Please click here for our returns policy. Please note:
the item is your responsibility until it reaches us. For your own protection, we recommend that you send the parcel using a delivery service that insures you for the value of the goods. Jewellery can only be sent by Special Delivery.

Why are my delivery charges not refunded?

The delivery charges that you originally paid to have your order delivered to you are non-refundable. The postal service delivered the order and this service has to be paid for.
You will be refunded the full value of the item(s) returned less the delivery charge.


Click here for our returns policy and to obtain a returns authorisation form.