FAQs

I HAVE PLACED AN ORDER HOW DO I KNOW IT HAS BEEN RECIEVED?

You should recieve a confirmation email from us to confirm your payment for the piece and that the order is being processed by us.

WHAT PAYMENT TYPES DO YOU ACCEPT?

We currently accept most large credit and debit cards. All of which are processed under the heading Credit cards at checkout.

We accept  Visa, Mastercard, and American Express debit and credit cards.

We also accept Google Pay and Apple Pay.

WHAT IS A HALLMARK?

A hallmark is a standard applied by an assay office that provides a guarantee that the piece of jewellery is the quality of metal marked upon it. Our hallmark is a full traditional standard and a sponsors mark that are lazer engraved onto the pieces. This consists of a mark displaying who made the piece, what quality the metal is, where it has been hallmarked- in our case Edinburgh- and the date letter indicating which year it was hallmarked. Although only a couple of pieces we make require hallmarking by law, all of our pieces except pieces under 1g and the Simply Silver range are hallmarked as a sign of our quality. 

HOW WILL MY ORDER BE PACKAGED?

Your order will be packaged in our black recycled carboard packaging bearing our branding stamped in silver on the lid. All pieces are mounted inside on a recycled carboard insert which reduces the plastic waste caused by foam inserts. When delivered, the box will be inside a recyled carboard envelope that is recyclable or biodegradable. Although doing this incurs more expense for us we beleive that businesses have an obligation to ensure they run in an enviromentally sutainable fashion. Read more about our Green Policy Here.

DO MADE TO MEASURE RINGS COST ANY MORE?

In short no, however if alterations for example of the stone size or width of metal are requested this will alter the price but if you simply want a different ring size of the same ring the price will be the same as on the website. 

WHAT STYLE OF CHAIN COMES WITH YOUR PENDANT?

We use various styles including beltcher, diamond cut, figaro and rope. We pair the style with what we beleive matches best and with regards to whether you have requested a 16″ or 18″ chain, therefore the chain may differ slightly from that photographed. You can request a specific chain type through our contact us form although this may incur addtional charges ranging between £1-3 and depending on our stock can add 2-3 days on to shipping. 

CAN I REQUEST A VARIATION OF A PIECE?

We are more than happy for customers to request a vairiation, for example a different clasp, or stone, or colour. This will be quoted to you as a bespoke order so will require 10-14 days addtional time before dispatch. Prices will vary from those on the website depending on exactly what is requested. 

WHAT IF AN ITEM IS NOT DELIVERED OR IS DELIVERED BROKEN?

Our qaulity standards ensure that every piece leaves us at a high standard, however, we cannot be held personally responsible for the condition in which you receive the package, or if you do not recieve the package. In the rare event the items inside appear to be damaged or faulty please notify us within 48 hours of receiving your order, or if your order is not recieved inform us 13 days after dispatch, and we will work with you to file a claim for compensation with Royal Mail.

The claim with Royal Mail must be logged within 80 days of the date of dispatch. Read more on how to submit a report to Royal Mail for a damaged or lost good, or view their simple claims form Here.

We are sorry we are unable to offer a direct refund in these cases but as we create all our products from raw materials and our materials are sourced from a variety of places to ensure enviromental sustainability, evidencing cost price for us is a very difficult operation and even if we could, we would only recieve a fraction of the sale price versus your full refund. 

WHAT IS YOUR RETURNS POLICY?

Bespoke items cannot be returned. Earrings cannot be returned for hygiene reasons. If you are unhappy with the piece and wish to return an item for a refund, you must notify us via our contact form within 14 days of receipt of the parcel. Until the item reaches us, it remains the responsibility of the customer, we would recommend returning the item via an insured delivery channel to the value of the piece as we cannot be held responsible for returns that are lost in the post.

Items must be returned in perfect condition, unworn and inside all the original packaging. Once we receive the item, we will process a refund within 7 working days. We do not refund return postage costs. Please note your bank may have its own processing times which we cannot be responsible for.