Shipping policy

All pieces are made to order. Please allow approximately 4 to 6 weeks for crafting before dispatch. Every order includes a Jewellery Passport of Provenance detailing the origin and refining of the gold.

Last updated: 3rd December 2025

1. Crafting Lead Time

Each piece is made to order, with a standard lead time of approximately four weeks from the date you place your order. Certain designs that use advanced techniques or new technology may take longer; if this is the case, we will let you know as soon as possible.Bespoke commissions are quoted individually for both price and production timeline.

2. Dispatch and Transit Times

Once your jewellery has passed its final inspection, you will receive a dispatch confirmation email with a tracking link. Transit begins on the day we hand your parcel to the courier and does not include the crafting lead time above.

  • United Kingdom - Royal Mail Special Delivery. Estimated delivery within one to two working days after dispatch. Shipping charge: Free delivery.
  • Europe (EU and non‑EU) -  DHL Express or FedEx. Estimated delivery within two to three working days after dispatch. Shipping charge: £19.99 per order.
  • USA, Canada and Mexico - DHL Express or FedEx. Estimated delivery within three to five working days after dispatch. Shipping charge: £19.99 per order.
  • Rest of World - DHL Express or FedEx. Estimated delivery within three to seven working days after dispatch. Shipping charge: £19.99 per order.

Delivery times are provided by the carrier, exclude weekends and UK bank holidays, and may be extended by customs processing in your country.

3. Tracking, Insurance and Signature

Every parcel is fully insured and requires a signature on delivery. The tracking link becomes active once the courier scans the shipment. If you notice a delay or have not received your jewellery within the timeframe above, please email info@incador.com within 48 hours so we can assist.

4. Customs, Duties and Taxes

Orders shipped outside the United Kingdom may attract import duties, taxes and handling fees once the parcel reaches your country. These charges are the responsibility of the recipient. Incador has no control over such costs and cannot predict their amount. Your courier will contact you directly to arrange payment before delivery.

5. Address Accuracy

We cannot deliver to PO boxes, BFPO/APO addresses or freight‑forwarding services. Please ensure your shipping details are complete and correct; we are not liable for parcels delayed or lost due to incomplete or inaccurate addresses.

6. Lost or Damaged Parcels

All shipments are insured while in transit. If your parcel arrives damaged or is marked as delivered but cannot be located, notify us within 48 hours of the delivery scan (or expected delivery date) and include photos where applicable. We will open a claim with the carrier and keep you informed.

7. Amendments and Cancellations

Shipping fees are non‑refundable once an order has been dispatched. If you need to change your shipping address before dispatch, contact us as soon as possible; we cannot guarantee that updates can be made after the parcel has been collected.

For any questions about shipping or lead times, please email info@incador.com. We aim to respond within one business day.