1) Lead times (made-to-order)

Most pieces are made to order. Typical production time is 5–10 working days for simple bands and 10–20 working days for gemstone or bespoke work. Engraving, resizing, complex settings and peak periods can extend these estimates. We’ll keep you updated if timing changes.

Need it sooner? Message info@sovushka.com before ordering and we’ll advise on rush options if feasible.

2) UK shipping

All UK orders are sent fully tracked; a signature may be required on delivery.

3) International shipping

• Duties & taxes: Import duties, VAT and brokerage fees are charged by your country and are the customer’s responsibility unless stated otherwise at checkout.
• PO Boxes: Courier services (e.g., DHL) cannot deliver to PO Boxes. Use a physical address.
• Sanctioned/limited destinations: If a carrier suspends service to a region, we’ll contact you to change service or cancel/refund before dispatch.

4) Tracking & delivery

• Tracking is emailed on dispatch. Add info@sovushka.com to your safe list.
• Tracking may show “label created” until the first scan. Please allow 24–48 hours for updates.
• Missed delivery? Use the carrier card/portal to rearrange or collect within their holding window.

5) Address changes & failed delivery

• Before dispatch: Email us immediately to request an address change. If already in production, we’ll try our best but can’t guarantee edits.
• After dispatch: We can’t reroute Royal Mail. DHL may allow a change via their portal (not guaranteed).
• Return-to-sender: If a parcel returns due to an incorrect/undeliverable address or uncollected item, we’ll reship after collecting the new shipping fee. If you prefer a refund and the item is eligible for return, we’ll deduct actual shipping costs.

6) Risk & signature

Risk passes to you upon delivery or collection by you/your agent. A signature may be required for higher-value orders. We do not ship to forwarding warehouses without prior agreement.

7) Cooling-off returns (distance sales)

For eligible non-bespoke items purchased online, you may cancel within 14 days of receipt (cooling-off period). After notifying us, you then have 14 days to return the item(s) in original condition and packaging.

• Email info@sovushka.com with your order number to start a return.
• Use a tracked service and keep proof of postage. You are responsible for return postage unless the item is faulty or we made an error.
• For UK returns we may provide a returns label on request (cost deducted from refund unless faulty).

Refunds are for product price only unless we shipped in error or the item is faulty.

8) Items excluded from return

• Bespoke / made-to-order / personalised items (including engraving or custom sizing/specs).
• Rings that have been resized to a non-standard size at your request.
• Pierced jewellery (e.g., earrings) for hygiene reasons, unless faulty.
• Items showing wear, damage, alteration, or missing original packaging/inserts.
• Gift cards.

These exclusions do not affect your statutory rights regarding faulty items.

9) How to return or exchange

1. Email info@sovushka.com with your order number and whether you want a refund or exchange.
2. We’ll confirm eligibility and provide instructions (and a returns label for UK if requested).
3. Pack securely in the original box and ship via a tracked service to the returns address we provide:
   Sovushka, 36 Rutherford Way, Bushey, WD23 1NJ, United Kingdom
4. For exchanges, we’ll invoice/credit any price difference. Exchange shipments use the same service level as the original order.

10) Refund timing

Once received and inspected, refunds are issued to the original payment method within 5–10 working days. Your bank/card issuer may take additional time to post the credit.

11) Faulty, damaged or incorrect items

If something isn’t right, contact us within 48 hours of delivery with clear photos of the item, packaging and label. We’ll repair, replace or refund as appropriate and cover return postage where we’re at fault.

Natural stones may show minor, inherent characteristics. Hand finishing can produce tiny tolerances in dimensions/weight — this is normal and not a defect.

12) Questions

Email info@sovushka.com. Postal correspondence:

Sovushka, 36 Rutherford Way, Bushey, WD23 1NJ, United Kingdom.