FAQ
Frequently Asked Questions (FAQ)
Orders & Payments
1. How do I place an order? To place an order, browse our collections and add your chosen items to the cart. Once you’re ready, head to checkout, enter your shipping and payment information, and confirm your order.
2. What payment methods do you accept? We accept a variety of payment methods, including major credit/debit cards (Visa, MasterCard, American Express), PayPal, and Apple Pay. All payments are processed securely.
3. Can I change or cancel my order after it’s been placed? If you need to make any changes or cancel your order, please contact us as soon as possible at on our "Contact Us" page. We’ll do our best to accommodate your request, but once an order has been processed, changes may not be possible.
4. Why am I having trouble uploading my photo file?
If you're experiencing difficulty uploading a photo, it may be due to a compatibility issue with Google Chrome. Some users have reported challenges when uploading files through this browser. We recommend trying an alternative browser such as Firefox, Safari, or Microsoft Edge to complete your upload. If the issue persists, please contact our team for further assistance.
Shipping & Delivery
1. How much is shipping? We offer free UK shipping on all orders over £30. Shipping costs vary depending on your location and the shipping method you select. All are orders are sent by Royal Mail and Tracked.
2. When will I receive my order? We process all our orders as soon as possible - usually in 1-2 working days. Please allow up to 5 days processing time for all engraved orders before they will be dispatched. Delivery times depend on your location and the shipping option you choose at checkout - Please see Delivery Information page for full details on expected delivery times depending on location. Once your order is shipped, you’ll receive a tracking number to monitor its progress.
3. Do you ship internationally? Yes, we offer international shipping to many countries. Please note that customs fees and import duties may apply, and delivery times may vary based on your location.
Product Information
1. What materials are your jewellery made from -
Every material we use is chosen for one reason above all else — durability. Our range includes 925 sterling silver, gold, rose gold, 316L surgical grade stainless steel, and PVD coated 316L surgical grade stainless steel. Each one is built to last.
Our pieces are made to be worn every day — through water, perfume, and the general demands of daily life. They won't rust, tarnish, or fade. No taking it off before the shower, no worrying about your moisturiser. Wear it, keep it close, and let it do what it was made to do.
Sterling silver will naturally tarnish over time — it's the nature of the metal. That's why every sterling silver order includes a free polishing cloth, so keeping it looking its best is simple.
2. Is your jewellery suitable for sensitive skin?
For our 925 sterling silver and gold and rose gold pieces, yes. We use only genuine 925 sterling silver — never base metals like nickel, brass, or copper, which are among the most common causes of skin irritation. These pieces are suitable for most people with sensitive skin.
Our 316L surgical grade stainless steel and PVD coated 316L pieces are also considered safe for most people with sensitive skin, including those who have experienced reactions to fashion or costume jewellery in the past. 316L is the same medical-grade material used in surgical instruments and implants, and carries a very low risk of irritation.
3. How do I care for my jewellery?
925 Sterling Silver Sterling silver will naturally tarnish over time — it's the nature of the metal. Keep it away from perfumes, harsh chemicals, and prolonged exposure to water. Store it somewhere dry when not being worn, and use the free polishing cloth included with your order to restore the shine whenever needed.
Gold & Rose Gold Keep your gold and rose gold pieces away from harsh chemicals, perfumes, and abrasive surfaces. Remove before swimming or bathing, and store in a dry place. A soft cloth is all you need to keep them looking their best.
316L Surgical Grade Stainless Steel Built for everyday wear. Water, sweat, and perfume won't damage it. Simply wipe clean with a soft cloth when needed — no special care required.
PVD Coated 316L Surgical Grade Stainless Steel PVD coated pieces are highly resistant to everyday wear, water, and perfume. To keep the finish looking its best for as long as possible, avoid exposure to harsh chemicals and abrasive surfaces. Wipe clean with a soft cloth.
Returns & Exchanges
1. What is your return policy? We want you to love your purchase and we take pride in our first class customer service! If for any reason you’re not satisfied, we offer returns or exchanges within 30 of receiving your order. Items must be in their original condition and packaging. Engraved and personalised items are non-returnable unless faulty.
2. How do I return or exchange an item? To initiate a return or exchange, please contact us on our "Contact Us" page with your order number and details. We’ll provide instructions on how to send the item back to us.
3. Do you offer refunds? Yes, once we receive your returned item and verify its condition, we will process a refund to your original payment method. Please note that shipping fees are non-refundable unless the return is due to a defect or error on our part.
Customer Support
1. How can I contact customer support? If you have any questions or need assistance, feel free to contact us via our "Contact Us" page and we will be in touch as soon as we can.