T&C’s / FAQ’s
All orders are made and delivered within 5-6 weeks. Should you need to receive your order before this please get in touch as we may be able to offer a Priority Order for a small additional fee.
Can I have my order sooner than 5-6 weeks?
Please contact us with all enquires. We always do our best to fulfil your needs and turn around pieces for you. However bespoke orders with fine detail may not always be possible.
Do you ship worldwide?
Based in London, Tilly Thomas Lux is happy to ship worldwide, security and reliability are extremely important to us, therefore all orders are shipped securely and will require a signature on delivery for your piece of mind. Please note, orders to countries outside of the UK may be subject to duties and taxes as determined by customs in the destination country and the recipient is responsible for paying any taxes and duties due.
All orders are sent via next day delivery at a flat cost of £10.
All orders are sent via a trackable service at a cost of £20.
REST OF WORLD ORDERS
Dependent on territory and order, costs of shipping will be displayed during checkout and will be sent via international courier.
Each piece is designed by Tilly Thomas Lux founder, Sally Thomas, and is by definition a unique and special item. Now you have decided to embark on this beautiful journey many hours of work will go into creating your piece. Click here for an in-depth look into the process.
How long will it take to create my bespoke piece?
All Tilly Thomas Lux pieces are hand made to order with a lead time dependent on the product. You can expect and average of between 5-6 weeks.
Do I have to pay a deposit for my bespoke piece?
After your consultation a non-refundable £80 deposit is due. Once we have received this Sally will begin designing and laying out your piece on a flat surface using the exact components she will use in the final piece.
When the design is finalised 50% of the balance (minus your deposit) will be due. Please note that no further changes can be made to your design at this time without incurring additional costs. This fee is non-refundable.
When we receive the payment we will send the base elements of your piece to be soldered and put together by our model maker. It then comes back to us and one of us can model it on our head so you can see exactly how its sits etc. Once we are happy with this it will then be plated and the stones will be set.
The piece can be collected from our studio in London or we can arrange shipping for an additional fee. The remaining balance must be paid before the piece is collected or shipped.
What is your return policy?
Bespoke pieces are designed and hand made to order and are therefore non-refundable. Please note, if you have paid a deposit for a bespoke piece which has been designed for you and then do not pay the balance, your deposit will not be refunded and the piece will be listed on the website for sale.
Please note that pierced earrings including earring pendants are non-returnable for reasons of hygiene and safety, unless the item is faulty.
All other pieces from the collection can be returned if you let us know you wish to return within 14 days of receiving your order. You then have another 14 days to return the item to us. A refund will be issued if the piece is kept in perfect, unused condition in the original box. Note this will be minus the cost of postage. Tilly Thomas Lux reserves the right to reject returns and dispute individual cases.
How do I take care of my Tilly Thomas Lux pieces?
To keep your headpiece, hair comb, hair clip or hair pin shiny and beautiful please DO NOT spray with hairspray/perfume as stones will dull. Treat it delicately and keep it dry so it can be treasured for years to come. Earrings & necklaces please use a soft polishing cloth. We use high quality plating but with continuous wear tarnishing may occur. To help with this, always remove your jewellery when applying perfume, before washing and swimming.