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ETHICAL JEWELLERY HANDMADE IN LONDON

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Frequently Asked Questions

Dispatch & Shipping

Will I be charged customs import duties or taxes?

Deliveries to EU countries will be sent DDP (Delivery Duties Paid) so you will pay VAT/sales tax on your order at the checkout, and there will be no customs charges or taxes to pay when your order arrives in your country. Your order should arrive as normal.

Deliveries to countries outside the UK or EU may incur local sales tax upon arrival and a customs processing charge. You will be responsible for these fees.

How long does shipping take?

Orders are usually dispatched within 3 business days.

Deliveries to the UK should then take 1-2 days to arrive via Royal Mail

For international deliveries, please see our Delivery page.

What if I need something quickly?

Please email us or use the 'Chat with us' box on the website if you need a piece delivered quickly.

We may be able to arrange a faster shipping option or prioritise making your order.

Where is my order?

You will receive a shipping confirmation email when your order has been dispatched. If your order is sent using a tracked service, you will receive a tracking link in the email.

We recommend allowing up to 5-working days for UK delivery and 15-working days for non-UK delivery addresses before contacting us.

Additionally please check the delivery address is correct on your order confirmation or shipping confirmation email. If your address is incorrect please contact us at customercare@wildfawnjewellery.com including your name, order number and any additional info. 

Please note, If your shipping address is entered incorrectly at the checkout and your order is returned to us you will be responsible for additional shipping costs.

Please feel free to contact us at customercare@wildfawnjewellery.com for more information including your name and order number.

When will my order be dispatched?

As a sustainable business, we make all jewellery items to order so we have minimal waste. By focusing on this type of sustainable manufacturing, we may need a little extra time to make your order.

Please note, depending how busy our workshop is, some orders may be processed earlier than the date shown on our website. Please get in touch if you would like your jewellery by a certain date and we will let you know if it’s possible.

How much will shipping cost?

See our Delivery page.

Do you offer international shipping?

We're proud to deliver worldwide (excluding Switzerland due to local regulations).

For countries outside the UK and EU, import taxes and customs charges may apply and are the responsibility of the customer.  

See our Delivery page for more information

Do you ship to Switzerland?

Unfortunately we cannot ship to Switzerland due to the import regulations around precious metals.

We hope that in the near future we can offer a normal service to Swiss customers but in the meantime, if there is a piece you would like, please email customercare@wildfawnjewellery.com and we can make you a bespoke order.

My Order

Am I able to change my order once it has been placed?

Please email customercare@wildfawnjewellery.com as soon as possible to change an order or update your shipping information.

Please note that we are unable to cancel or update your order once it has shipped.

We may not be able to change or cancel a personalised order if production has already started. 

Can I cancel my order?

You can usually cancel your order before it has been shipped. Please email customercare@wildfawnjewellery.com with your order number.

We may not be able to change or cancel a personalised order if production has already started. 

If your order has already been shipped please contact us to arrange the return (at your own cost).

Please note due to hygiene reasons earrings cannot be returned if they have been worn.

There is a problem with the order I've received, what should I do?

Please contact customercare@wildfawnjewellery.com with your order details for more information. Please note some items may be posted separately but you will be contacted beforehand if that is the case. 

Do you offer gift wrapping and personalised gift notes?

Yes! You can add gift wrap to your order on the product page.

There is a Notes section in the checkout where you can request a personalised message/gift note to be included with your order.

We do not send printed receipts/invoices with any orders.

How is my order packaged?

Your order will arrive in fully recyclable gift-ready packaging with a care card.

If you are purchasing multiple pieces they will be wrapped and sent in the same box. If they are gifts for different people or if you want them wrapped in separate boxes please specify in the Notes section at the checkout.

Returns questions

How do I return or exchange an item?

If for any reason you are unhappy with your item, you have 14 days to request a return or exchange. Please contact us immediately by emailing customercare@wildfawnjewellery.com. We will give you instructions to return your item to us.

We will accept items that have not been worn or damaged in anyway. 

You are responsible for the cost of return shipping of the goods. We recommend using a tracked or signed for delivery service.

Can I return earrings?

We can only offer returns or exchanges on items that have not been worn or tried on in any way. Please email us if you want to return earrings: customercare@wildfawnjewellery.com

Can I get a refund on a bespoke order?

Unfortunately we cannot offer a refund or exchange on bespoke items.

Materials and care

How do I care for my jewellery?

Check out ourJewellery Carepage for tips and tricks on keeping your jewellery looking as good as new.

Where do you make your jewellery?

We make all our jewellery by hand here in our South London workshop.

We buy small constituent parts that we can't make ourselves - like chains and earring backs - from trusted suppliers based in the UK and EU.

What metal do you use?

Our jewellery is made from solid recycled sterling silver, 9ct yellow gold, white and rose gold, and 18ct gold. 

While we currently only use recycled metals, we are a registered Fairtrade Gold business. Fairtrade Gold, like SMO gold, is responsibly sourced and traceable but with additional certification from the Fairtrade Foundation.

We constantly recycle metal in house too so nothing ever goes to waste!

We never apply gold plating, vermeil, fill or use base metals.

Where are your chains from?

We buy our chains from trusted suppliers; one produces them in the UK, the other is in Italy. Both are certified by the Responsible Jewellery Council, this means their materials and working conditions comply with very high ethical standards.

Our UK supplier uses metal from post-consumer recycling, meaning this metal has come from things like phones, watches and old jewellery.

Where are your pearls from?

Our freshwater pearls come from a single farm in China with over 20 years in the industry, where farmers and factory workers alike have a high standard of working conditions. 

We have checked on working conditions and how the factory operates to prove they meet our own standards. The farm can be considered as a positive for the ecosystem because the water has to be kept very clean, respecting the natural wetland landscape. 

What gemstones do you use?

The choice between natural gemstones and lab-grown is a difficult one.

Some of our products use lab-grown gemstones because of the lower price and reliability of size and shape. We can also be completely sure no people have been harmed or exploited in making them, and they had a lower impact on the earth than if they had been traditionally mined.

The gemstones for our engagement rings are sourced from a trusted UK supplier that only works with carefully selected artisanal or small scale (ASM) mines which employ local people and demonstrate responsible and ethical business practices.

What is sterling silver?

925 silver, also called sterling silver, is an alloy made of 92.5% pure silver and 7.5% copper. It is more durable than pure silver which would be too soft for most jewellery applications.  

What is 9ct gold?

9ct gold contains 37.5% pure gold mixed with 62.5% of differing metals including silver and copper.

It is a more affordable option than 18ct or 24ct gold, which is helps us ensure our solid gold jewellery is as accessible as possible. We also think the slightly paler gold colour looks great against most skin tones.

My Data

Where can I find information about how you store and use my personal data?

Secure transactions

Transactions are handled with bank-grade security.

Simple checkout

Our secure checkout is quick and easy to use.

Get in touch

Have questions? Get in touch with us at any time.