Q1) I've made a mistake on my order, what should I do?
If you have made a mistake on your order please call us on 020 8953 7833 immediately so that we can try to correct the issue or email us at [email protected] with your order number and ORDER MISTAKE as the subject title.
Our admin office is open Mon to Fri 10am to 4pm, calls and emails outside of these hours may not be dealt with until the following working day.
Please take care when ordering as personalised items that have already been made are non refundable. Please note that we are not responsible for addresses that have been entered incorrectly at checkout, and ask that you check the address on your order confirmation. If you have not received one, please contact us immediately. If your order has not been dispatched we will of course amend the address, please note we do not send out replacements or issue refunds where the address has been entered incorrectly, but wait for Royal Mail/the courier to return them to us.
Q2) I need my item by a certain date, what should I do?
If you are in the UK we offer a PRIORITY SERVICE delivery option - delivery dates are shown if you click on Delivery on the item page under the product description. You will also be able to select PRIORITY SERVICE at checkout where the delivery date will also be shown.
If you are outside the UK we have an international EXPRESS delivery option which is a maximum of 6 working days delivery from ordering.
Q3) What is your refund/exchange policy?
Please vist our Delivery & Returns section here and scroll down the page to Returns & Exchanges.
Q4) How long will it take for me to receive my item?
Our workshop is open 7 days a week, but we only post Monday to Friday. Your item will be made and dispatched according to your chosen postal option. You can see details of the postal & dispatch options we offer by clicking on Delivery underneath the Product Description and again at checkout before completing the order. You can also see detaills here.
Q5) I have a problem with the item I received, what should I do?
If you have received the wrong item, something is missing or there is a spelling mistake made by us, please send us an email using the contact form with your order number and the issue. We will request photos of the issue for our records before we can proceed with any replacement and we may also request return of the item.
If there is a possibility that the item is faulty we may ask for images or for you to send the item back to us for inspection before an exchange is sent.
When you are returning items please ensure you include a note with your order number, full name and address and a brief explanation of the issue. This will avoid any delays when the item is received. If the issue is due to our error we will advise what postage level to use when returning an item if applicable.
Q6) I haven't received my item, what should I do?
Please check your order to see the postal option that you chose. First Class (standard shipping) and First Class Signed For options can take up to two weeks to arrive. Even though Royal Mail are very good sometimes items can get delayed, especially at busier times of the year. If two weeks have passed please contact us by clicking here or call us on 020 8953 7833. Please make sure you include or have handy your order number. Replacements for non received items will not be sent until two weeks have passed from the dispatch date.
Q7) My Sterling Silver item has changed/is changing colour/has developed dark or yellowish speckles or patches, why is this?
Sterling silver has a natural tendency to tarnish under certain conditions and is a normal property of sterling silver metal. Tarnish can occur when silver comes into contact with substances that start the tarnish process via a chemical reaction. A quick internet search will bring up articles on why this happens, the substances and environments that can cause this to happen and much useful information on how to help prevent this happening along with how to clean the tarnish away if it does happen. Natural silver tarnish is just a surface film that can be removed to reveal the original silver colour beneath with the use of the appropriate silver cleaning products. We recommend using silver anti-tarnish cleaning wipes which are available to purchase from us here or any well known branded product that is specifically formulated to remove silver tarnish such as 'Goddards Silver Dip'. A standard silver polish is designed to bring a shine to sterling silver so will not, in most instances, remove tarnish. Please always follow the manufacturer's instructions when using cleaning products to ensure the correct cleaning and safety procedures are adhered to.
Q8) How can I contact you?
You can contact us by clicking here or call us on 020 8953 7833 (office hours only).
Q9) Where are your items made/manufactured?
All our items are made by us to order or imported and customised by us in our UK workshop.
Q10) My item is a present for someone can I get a gift box?
All of our items come with a luxury gift box as standard and optional gift wrap is available to purchase on each item page.