Last updated: April 2026
This policy explains how we ship your DesigNA order, how long each stage takes, and what to do if something goes wrong. If you have any questions, please contact us at sales@mydesigna.co.uk.
Where we ship
DesigNA currently ships to addresses within the United Kingdom only. We do not offer international shipping at this time.
The DesigNA journey, step by step
Step 1 — Your DNA collection kit
After you place your order, we dispatch your DNA collection kit by Royal Mail Tracked 48. You should receive it within 2–3 working days of order confirmation. A tracking link will be sent to the email address on your order.
Step 2 — Returning your sample
Your kit includes a pre-paid Royal Mail Tracked 48 return envelope. Please follow the instructions enclosed, and post your sample back as soon as you are able. Production cannot begin until your sample reaches our laboratory.
Step 3 — Profiling and production
Once your sample arrives at our ISO/IEC 17025-accredited partner laboratory, your DNA is profiled and translated into your bespoke design. Your piece is then handcrafted by our jewellers. The combined profiling and production time is 7–14 working days from the date your sample is received.
Step 4 — Delivery of your finished piece
Your finished DesigNA piece is dispatched by Royal Mail Tracked 48, arriving within 2–3 working days of dispatch. You will receive a tracking link by email when your order leaves us.
Typical total timeline
From placing your order to receiving your finished piece, you should allow approximately 3 to 4 weeks in total. Timings depend on how quickly you return your sample to us.
Shipping costs
All UK shipping — outbound kit, sample return, and delivery of your finished piece — is included in the price of your order. There are no additional postage charges.
Tracking your order
You will receive up to three tracking emails during your order: one for kit dispatch, one confirming that your sample has reached the laboratory, and one when your finished piece is posted. If you have not received the expected email at any stage, please check your spam folder, then email sales@mydesigna.co.uk.
Failed or incorrect delivery
If a parcel is returned to us because the delivery address was incorrect, or because it was not collected from the Royal Mail depot within the permitted timeframe, we will contact you to arrange redelivery. A redelivery charge may apply. Please double-check your delivery address at checkout.
Lost or damaged parcels
If your parcel is marked as delivered but has not arrived, or if it arrives damaged, please contact us within 14 days of the tracked delivery date at sales@mydesigna.co.uk. We will investigate with Royal Mail and arrange a replacement or refund in line with our Refund & Returns Policy.
Contact
Double Strand Ltd (trading as DesigNA®) — sales@mydesigna.co.uk.