Frequently Asked Questions
Where is my order?
If you haven’t received your order within 5 days after dispatch for UK delivery addresses and 15 working days for non-UK delivery addresses, please feel free to contact us at firstname.lastname@example.org for more information including your name and order number.
How fast are orders processed?
As a sustainable business, we make all jewellery items to order so we have minimal excess. By focusing on this type of sustainable manufacture, it means that we need a little extra time to make your order. Be sure to note the estimated shipping time at the top of our homepage.
Please note: Based on the volume and capacity, 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 long does shipping take?
This is different depending on the delivery method you have chosen at checkout. After your item has been dispatched, they should take the following amount of time;
UK 2nd class signed for – 2 working days
UK 1st class signed for – 1 working day
International Standard (if you didn’t upgrade to tracked) – Europe approx. 5 working days. Rest of world 10-15 working days
International Tracked - Europe approx. 3 working days, Rest of World 10-15 working days
Do you ship to my country?
We deliver Globally to all countries apart from Switzerland due to certain regulations. International shipping duty charges apply which are the responsibility of the customer.
How much does shipping cost?
Royal Mail Second Class Signed For — £2.50
Royal Mail First Class Signed For — £3.50
Standard International (Not Tracked) — £4.00
Special Delivery 1pm (normal dispatch time still applies) — £8.00
Tracked — £9.00
Am I able to change my order once it has been placed?
As soon as you can, just email email@example.com 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
Can I cancel my order?
Unfortunately it is not possible to cancel your order after it has been placed. Please await delivery and then return your item(s) to us in their original packaging for a full refund. (Due to hygiene reasons this excludes earrings)
There is an item missing from my order.
Please contact firstname.lastname@example.org with your order details for more information. Please note some items may be posted separately. You will be contacted beforehand if that is the case.
I have received the wrong order.
Please email email@example.com to inform us of the error, then return your incorrect item back to us in its original packaging using the return form. We will cover your postage costs.
I think my package may be lost.
If your package is showing as delivered and wasn’t, please email firstname.lastname@example.org. We are happy to look further into it for you! Once we have dispatched the goods, we will e-mail you. If you haven't received your order within specified time of delivery requested please e-mail us.
Why hasn’t my package been shipped yet?
Your order items are made-to-order, please allow more time for us to make, wrap, pack and send your order J
Do you ship to my country and how much does it cost?
We deliver Globally to all countries apart from Switzerland and Russian Federation due to certain regulations. International shipping charges apply.
Can I return my international order?
Yes (this excludes earrings) , you must get in touch with us first to let us know to expect your jewellery and return your item back to us in its original packaging using the return form on our (TBC) page.
Can I make an exchange/refund?
If for any reason you are unhappy with your item, please contact us immediately by emailing email@example.com. (This must be done within 14 days of receiving your jewellery).
We will accept items that have not been worn or damaged in anyway. Due to hygiene reasons, we cannot accept exchanges or returns for any earrings.
The buyer is responsible for cost of return shipping of the goods. Delivery costs are non-refundable. Download our returns for here (TBC)
Can I Return Earrings?
Due to hygiene reasons we do not offer refunds or exchanges on earrings unless faulty.
Can I Refund my bespoke order?
Unfortunately we cannot offer refund or exchange on bespoke items.
The item I want to purchase is out of stock, what can I do?
If the item you'd like to purchase is out of stock, please contact us at firstname.lastname@example.org so we can advise as to when the item is due to be back online.
My jewellery is faulty, what should I do?
If you think your item needs to be repaired or replaced please contact us at email@example.com with some photographs and description of the issue, we will be happy to assist.
How will my order arrive?
Your order will arrive in fully recyclable gift-ready packaging with a care card and our signature sprinkling of petals.
Do you offer gift wrapping and personalised gift notes?
If you specify in your order we will include a gift note with your personalised message.
Do you have a store I can visit?
How Can I Find About New Collections and exciting offers?
Payments & Pricing
What payment methods do you accept?
We accept all major credit and debit cards and PayPal.
Do you offer discount on multiple item purchases?
We believe our prices reflect the craftsmanship put in to each piece. If you want to request a discount on orders over £400 get in touch with. . .
Materials & Care
Where do you make your jewellery?
We make all of our jewellery, by hand, here in South East London.
What is your jewellery made of?
Our jewellery is made from recycled Sterling Silver, 9ct solid yellow Gold and Rose gold. We also use freshwater Pearls.
What is Silver made of
925 Sterling Silver is an alloy made of 92.5% pure Silver and 7.5% Copper.
What is 9ct gold?
9ct Gold contains 37.5% pure Gold mixed with 62.5% of differing metals including Silver and Copper.
Do you customise pieces?
Yes, please send enquiry with specifications to firstname.lastname@example.org .
Do you make wedding bands?
We do offer a bespoke Wedding band service. Please email email@example.com to get the conversation started.
When should I remove my jewellery?
Our pieces are made for everyday wear but are very delicate and need to be handled carefully so you can enjoy and wear them for as long as possible. For rings, gently remove when you’re applying lotions, before a strenuous workout, or any other situation where the ring may become loose and fall off. Otherwise, rings can be worn to bed, in the shower, and to swim.
Does 9ct Gold colour fade?
No, it will retain its colour forever
How should I clean my jewellery?
For a light cleaning, we recommend using a mild dish soap and warm water, or a polishing cloth.