FREQUENTLY ASKED QUESTIONS
Below you will find a number of questions we are asked on a regular basis. If you have a query, please check out the below to see if your answer is here first.
How long is delivery?
As a rule we state delivery to be anything between 3-5 working days. This does not account for weekends and bank holidays. All of our free post mail is sent via Royal Mail's 2nd class standard service.
Do you provide a tracking number?
As we send all of our free post mail 2nd class it is not tracked. There is an option at checkout to have your order sent out 1st class at a cost of £1. You can also pay £3.99 postage and have the item sent recorded. If selecting this option, we can send you a tracking number on request. The tracking number is not automatically sent unless asked for.
We have a record of all the mail we send and can generate a screenshot of 'proof of postage' upon request. This can be used for any claim you may need to make with Royal mail.
It has been over 5 days and I still haven't received my order. What can I do?
In the first instance, please check your address that we have sent the order too. This can be found on the order confirmation email we sent you or you can log in to your account on the website. If all is correct then do not worry, your order will be with you any day now. If the address is incorrect, please contact us immediately and we will do our best to help.
If after 2 weeks (10 working days) your order still has not arrived and you have checked the address you supplied us, please let us know via email, telephone, Facebook or live chat and we can dispute with Royal Mail as a lost item and resend your order for you.
(Please note we cannot treat your item as lost until after the 10 working days have passed. Please only contact us regarding this matter if it has been over 10 working days since you ordered)
What materials are in your products?
All materials are clearly marked in the product description section of each product. We use a range of different materials for our jewellery:
Sterling Silver- We have a range of Sterling Silver items on our website. This means that the item is 92.5% solid silver with the remaining 7.5% made up of other metals. Silver is a soft metal so this is done to give the piece a little more hardness.
Sterling Silver bonded alloy- By this term we mean that an item has an alloy base and is plated with a layer of Sterling Silver.
Alloy- By this term we mean that the item is made up of a combination of different base metals. This can include but not limited to; zinc, copper, stainless steel or nickel.
Where are you based?
We are based in Oldbury, West Midlands, England
Does my order come in a box?
Gift boxes can be purchased via the jewellery boxes & extras section of our website. We do not send gift boxes as standard for the primary reason that they cost too much to post for us to continue to offer free delivery. The cost of the box to purchase takes into account the postage charge and the cost price of it. We do not make any profit on gift boxes.
What packaging do you send your jewellery in?
All of our items come in their own suitably sized grip seal bag. The entire order is then place into 1 organza bag. The bags are a gift and are for presentation purposes. They are not included in the cost of our jewellery. This is why we only provide 1 per order so that we can continue to deliver competitive and affordable prices across the website. Extra bags can be purchased for £1 each in the jewellery boxes & extras section of the website.
We endeavour to package our jewellery so that it does not get damaged, but unfortunately sometimes this does occur. If you receive a damaged item please contact us via email stating the following details:
The specific item(s) damaged
Explanation / picture of damage
We will then contact you regarding the best way to proceed.
We love our jewellery and hope that you do too, but if you aren’t completely satisfied just email firstname.lastname@example.org stating the following details:
Item(s) you wish to return
Reason for return
We recommend sending the products back to us via a recorded delivery service as we cannot process refunds for products that we do not receive.
Please note: You need to inform us and return the item(s) unused within 14 days of receiving your delivery.
What are your office hours?
We try to be as available as we possibly can. As a rule, we are in the office Monday to Friday 9am-5pm. We can be contacted via email, phone, live chat or Facebook and we will always endeavour to reply as swiftly as possible.
We will always do our best to respond to all live chats but as a small family business, there may be the odd occasion where the system is not manned. If using our live chat feature and we have not responded after a few minutes, please leave your name and email address in the live chat box and we will contact you back. The live chat inbox on our end shows up very similar to a messenger inbox so we will always see the message even if you have gone offline.