SHIPPING & RETURNS.
Delivery & Shipping.
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All orders placed through our online store would be sent via Royal Mail Special Delivery for the UK and through UPS or FedEx for International.
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Due to the new GPSR Laws, effective 13 December 2024 onwards, we can no longer ship our works to countries within the EU and Northern Ireland. This is far from ideal but with the current conditions, we couldn't afford the costs involved in meeting these new regulations.
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Please kindly check if your item is in stock, or pre-order. they will be displayed on the product page on the action button (below the Quantity).
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All ready stock items would be ready for collection/shipped within 1-2 working days, while pre-orders, can take up to 4-8 weeks or longer due to the nature of the works being handmade as well as other factors such as hallmarking, stone setting, waiting list and other similar circumstances. Because of that, we advise you not to leave your pre-orders too late.
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If you are expecting a custom order please refer to the agreed delivery date. You can always contact us at hello@pusaka.co.uk for any urgent orders and we will do our best to accommodate.
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Please note that any customs or taxes incurred in the country of destination can also affect your delivery times, and are the customer's responsibility.
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Unfortunately, we won't be able to ship an order with a total value of over £4,000. Therefore, for this type of purchase, shipment will be strictly a collection only (In our UK studio).
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When applicable, an order with the total value of your items beyond £4000 will be separated into multiple parcels.
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Delivery charges are as follows:
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Collection - Free.
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UK Delivery - Free (Royal Mail Special Delivery).
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International - £60 - 90 (FedEx International).
Return & Exchange.
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Each piece that leaves our workshop is an outcome of long hours of work and attention to detail. In the unlikely event that you are not happy with your purchase, you can return the items to us within 14 days of the items being delivered and received at your address or available for collection.
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Before arranging a return or exchange please email hello@pusaka.co.uk quoting your name, address, details of the product, the reason for return and whether you require a refund or replacement.
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Providing that the goods are returned in their original condition with their original packaging and proof of purchase, we will be happy to give you either an exchange or a refund to the original payment method. Please note that any incurred sales tax or duties payable on orders outside of the UK are non-refundable.
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We reserve the right to refuse refunds for any items returned in an unsellable condition.
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The return cost will be the customer's responsibility.
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Bespoke and custom-made pieces are considered special orders that have been tailor-made to you. Because of this, these pieces can not be exchanged or returned and are non-refundable, unless they are structurally faulty. However, if you have any concerns, please contact us immediately as each piece is unique, and so are the solutions. We will try our best to help you with your inquiry.
Repair Service.
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In the unlikely event that you receive your items damaged, a free repair will be given for free as long as you notify us within 24 hours of receiving the items and the items are returned within 5 working days since you received the package.
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The return cost will be the customer's responsibility.
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One-time repair and maintenance service is available for free for bespoke/made-to-order items (this does not include broken stones or damaged filigree works which are results of customer actions such as misuse or accidents).
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Reparation service is only available for items bought from us either through our online shop, on-site or during certain fair.
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To enquire more about this, contact us at hello@pusaka.co.uk, and we could discuss further the circumstances you and your items are in.