Frequently Asked Questions

FAQ

How long does delivery take?

Estimated delivery times are:

UK: 5–8 business days
Europe: 3–10 business days
USA: 5–8 business days
Canada: 7–10 business days
Australia: 3–10 business days
Rest of world: 7–14 business days

Delivery times are estimates and may vary due to processing times, courier delays, public holidays, customs checks, or circumstances outside our control.

Do you offer returns?

Yes, where required by applicable law.

For most UK and EU online orders, customers may request a return within 14 days of delivery, unless an exception applies. Items must be unused, unworn, undamaged, and returned with original packaging, certificates, tags, pouches, boxes, or accessories where reasonably possible.

For customers outside the UK and EU, unless local law requires otherwise, we accept returns mainly for damaged, defective, or incorrect items.

Can I return an item because I changed my mind?

For UK and EU customers, change-of-mind returns may be available within the 14-day return period, unless an exception applies. Items must be unused, unworn, undamaged, and returned with original packaging where reasonably possible.

For customers outside the UK and EU, change-of-mind returns are not guaranteed unless required by local law.

Can I return earrings?

For hygiene reasons, earrings may not be returnable if they have been worn, used, unsealed, or handled in a way that makes them unsuitable for resale, unless they are damaged, defective, or incorrect.

What should I do if my item arrives damaged, defective, or incorrect?

Please contact us as soon as possible, preferably within 7 days of delivery where the issue is visible on arrival.

Please include:

Your order number
Clear photos of the item
Clear photos of the packaging, if relevant
A short description of the issue

Once reviewed, we will let you know the next steps.

Who pays for return shipping?

For change-of-mind returns, return shipping is normally the customer’s responsibility unless applicable law says otherwise.

If the item is damaged, defective, or incorrect, we will review the issue and confirm the appropriate solution.

Are original shipping costs refunded?

If you paid a separate shipping fee, the refund of shipping costs may depend on the reason for the return and the laws that apply to your order.

For refused, failed-delivery, or uncollected packages, original shipping costs and return costs may be deducted where permitted by law.

What happens if I do not collect my package?

Uncollected, refused, or failed-delivery packages are not treated as approved returns.

If a package is returned to us because it was not collected, refused, or could not be delivered, we will review the case. Additional shipping fees, return costs, or deductions may apply where permitted by law.

Can I cancel or change my order?

We begin processing orders as quickly as possible after payment is confirmed.

If your order has already entered processing or has shipped, we may not be able to cancel, change, or update it before dispatch.

If you need help, contact us as soon as possible with your order number.

Can I exchange an item or choose another size?

At the moment, we may not always be able to offer exchanges or resizing. If you need help with sizing before ordering, please contact us before placing your order.

Are your materials real?

Each product page lists the materials used for that specific item. Our pieces may include materials such as 925 sterling silver, 18K gold vermeil, gold-plated finishes, freshwater pearls, moissanite, cubic zirconia, and natural or decorative stones depending on the design.

Do your moissanite items include certificates?

Where a certificate is included, this will be clearly stated on the product page.

How should I care for my jewellery?

Store your jewellery separately in a dry place.

Avoid contact with water, perfume, lotions, sweat, cleaning products, and harsh chemicals.

After wearing, gently wipe the piece with a soft cloth before storing it.

Do you ship internationally?

Yes. We ship to several international destinations, including the UK, Europe, USA, Canada, Australia, and selected worldwide locations.

Please note that customs duties, taxes, import charges, or local handling fees may apply depending on your country. These charges are the customer’s responsibility unless stated otherwise at checkout.

How can I contact you?

You can contact us through the Contact Us page or by email.

For order questions, please include your order number and the email address used at checkout so we can help you faster.

We usually aim to respond within 24–48 hours on business days.