Frequently Asked Questions

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.

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.

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.

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.

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.

See our Delivery page.

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

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.

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. 

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.

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. 

If something is missing from your order, please contact us with 7 days of receipt of your shipment, and we will be happy to help.

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.

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.

We will accept returns of items that have not been worn or damaged up to 28 days after receiving your item.

We do not accept returns of earrings for hygiene reasons (unless faulty), bespoke items, personalised/engraved items or wedding rings.

Returns Cost

• Returns are free for UK customers.
• If you are outside the UK, you will need to post your item back to us at your own cost.

Please email to arrange your return: customercare@wildfawnjewellery.com

Jewellery Sets or Offers:
Jewellery sets must be returned as a set: individual items within the set cannot be returned separately. Jewellery sets which feature earrings cannot be returned. Jewellery sets that have been personalised with engraving cannot be returned.

If you return an item from a multibuy offer (eg. buy one, get 25% off), you will be charged full price for the item you keep.  

As we make all of our jewellery to order to minimise waste, we only offer exchanges on selected items, please contact us if you'd like to exchange an item: customercare@wildfawnjewellery.com

We will only accept exchanges on eligible items that are undamaged and unworn.

Please note we do not offer exchanges on personalised items, bespoke jewellery or earrings, or jewellery sets.

Due to hygiene reasons, we unfortunately do not accept returns on earrings (unless they are faulty).

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

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

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.

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.

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.

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. 

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.

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.  

You can read more about the recycled sterling silver we use here.

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.

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