Frequently Asked Questions
Brexit & EU Customs
Will I be charged duty or import tax?
Orders to EU countries will be sent DDP (Delivery Duties Paid) so there will be no customs charges or taxes to pay and your order should arrive as normal.
For more information please click here.
Do you ship to Switzerland?
Unfortunately we cannot ship to Switzerland due to the importation regulations around precious metals. We are very excited to announce that in the near future, Swiss customers will be redirected to a Wild Fawn website specifically that will have jewellery ready to send that will fly through customs! If there is a piece you would like now, email email@example.com and we can make you a custom order up.
Where is my order?
After you receive a shipping confirmation email please allow 5 working days for UK delivery addresses and 15 working days for non-UK delivery addresses.
Additionally please check your address is correct on your order or shipping confirmation email - if your address is correct please allow additional time for delivery. If your address is incorrect please contact us at firstname.lastname@example.org including your name, order number and additional info. Please note: If address is entered incorrectly at checkout and your order is returned to us you are responsible for additional shipping costs.
Please feel free to contact us at email@example.com 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 – 2-3 working days
UK 1st class signed for – 1-2 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
PLEASE NOTE: There may be worldwide delays due to COVID 19 which are out of our control, we appreciate your understanding.
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 firstname.lastname@example.org 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?
You can cancel your order as long as it hasn't been shipped yet! please email email@example.com with your order number, this excludes custom orders.
If your order has already been shipped please await delivery and then return your item(s) to us in their original packaging for a refund (shipping excluded) . Please note due to hygiene reasons earrings cannot be returned.
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 the 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.
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 form 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 a 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.
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.
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
Do you offer payment plans?
We now offer payment instalment plans with Clearpay.
What payment methods do you accept?
We accept all major credit/debit cards and PayPal.
I forgot to use my discount code at checkout.
Once you have placed and order, discount codes cannot be applied to orders placed retrospectively but you can always use it next time!
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 & Ethics
Where do you make your jewellery?
We make all of our jewellery, by hand, here in South East London.
Has Wild Fawn always been an ethical brand?
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 vast 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, for now we have opted for lab-grown in most of our pieces because of the price and reliability of size and shape but more importantly the assurance no people have been harmed or exploited in making them and the lower impact on the earth they have than traditional mining. See our Above-Ground Gemstone blog post for more!
What is sterling 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 your 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.
Where can I find information about how you store and use my personal data?