FAQs

SHOPPING ONLINE

 

What countries do you ship to?

We are shipping internationally. Please note that we do not ship to Russia due to customs restrictions.

How will my parcel be delivered, and how long does delivery take?

We offer Express (1-2 days) or Standard delivery (3-5 days). To view the full delivery information, please click here. 

How do I track the status of my order?

Once your order has been shipped, we will send a shipping confirmation email to let you know. This will include a tracking link for your parcel, so you can follow its progress from us to you. 

Can I make any changes to my order now it has been placed?

Once your order has been placed, it is not possible to amend/add any items included in the order or change the recipient details or delivery address. However it may be possible to cancel the order, if you contact our customer service team within one hour of making the purchase. To view full information about our Cancellations policy, please click here

What payment options do you offer?

We accept the following debit or credit cards: VISA, Mastercard, American Express and Maestro. To find out more about the payment options, please click here.

Where do I add my discount code?

On the Shopping Bag page, you’ll see ‘Enter a promo code’ under your selected goods. You can enter the code here before proceeding to Checkout. If the code isn’t working, please check it has been spelled corrected correctly and no extra spaces or characters have been added.

 

RETURNS & REFUNDS

 

How do I make a return?

If something isn’t quite right, you can return your parcel to us within 14 days from the date you received your order. To view detailed instructions, please click here. Once your return has been received and processed, you’ll be sent a confirmation email to let you know. Please note that we do not offer an exchange service.

How long does my return and refund take?

Returns take a maximum of 14 days to reach our London warehouse and be processed for a refund. Once this has been done, you’ll receive a return confirmation email to let you know. If you haven’t received confirmation after 14 days, please contact customer service with your proof of return and a list of the items returned. Please allow 5-10 working days for refunded payments to appear in your account.

 

PRODUCT CARE

 

How do I take care for my jewellery piece?

We recommend that customers remove jewellery before going to bed or participating in physical activity. Exposure to certain harsh chemicals or environments will result in compromising the integrity of your jewellery. This includes, but is not limited to the following: perspiration, perfumes, cleaning agents, chlorine, salt water, and silver polish. To view our full Product Care page, please click here.

How should I clean my jewellery piece?

Pour a small amount of mild soap into lukewarm water and use a small, soft toothbrush to clean your jewellery. Toothbrushes are ideal for cleaning jewellery with intricate details, which can otherwise be difficult to clean. If the dirt is hard to remove, soak the jewellery in clean water. This particular cleaning method should not be used to clean jewellery with pearls. You can see our Product Care page for more details. Please click here.

How should I store my jewellery piece?

A silver-polishing cloth is a great tool to make your sterling silver jewellery shine again if the pieces have become dull. However, it will not remove scratches. Silver-polishing cloths may be purchased from your local goldsmith.

Your jewellery piece should be stored away from natural sunlight and heat, in a protective (lined) jewellery box or a tarnish-resistant pouch. It can also be stored in a plastic zip lock bag made of mylar or polyethylene. Never use polyvinyl plastic bags, such as bin liners as they contain sulphur compounds, which will make sterling silver tarnish faster. Do not store your jewellery in the bathroom. To view our full Product Care page, please click here.