Q1)

I've made a mistake on my order, what should I do?

If you have made a mistake on your order please email us immediately at [email protected] with ORDER MISTAKE as the subject title. Include your order number, details of the mistake and desired correction. We will reply to your request to let you know if the status of the order allows us to try and correct the issue. We will aways do our best to accomodate wherever possible.

Our admin office is open Mon to Fri 10am to 4pm and we endeavour to answer all "order mistake' emails promptly on the day of receipt however 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 delivery address on your order confirmation. If you cannot locate your order confirmation, please contact us immediately. Some orders are dispatched very quickly however If your order has not been dispatched we will of course amend the address if the address is essentially the same but for a typo or exclusion of a property name/number etc. or advise on the next step if it is a completely different delivery address that is being requested. Please note, we do not send out replacements or issue refunds where the delivery address has been entered incorrectly and the item has been dispatched, but wait for Royal Mail/the courier to return the order to us and then the purchaser will be contacted.

Q2)

I need my item by a certain date, what should I do?

If the delivery address is 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 be able to select PRIORITY SERVICE at checkout where the delivery date will also be shown.

If delivery is outside the UK we offer an international EXPRESS delivery option to selected countries - if available this option will also be shown. 

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 ship Monday to Friday. Your item will be made and dispatched according to your chosen shipping 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 haven't received my item, what should I do?

Please check your order to see the shipping option that you chose. First Class (standard shipping) and First Class Signed For options have an 'estimated' delivery date based on Royal Mail's delivery aims after the order has been dispatched. These services do not guarantee the delivery date shown and can take up to two weeks to arrive. Even though Royal Mail are generally very good at meeting their delivery aim sometimes items can get delayed especially at busier times of the year. If two weeks have passed please use the CONTACT US form including your order number, name and address. Replacements for non received items will not be sent until two weeks have passed from the next working day after the dispatch date.

Q6)

I have a problem with the item I received, what should I do?

Please use the contact us form here or email [email protected]  quoting your order number and giving details of the issue. We will request photos of the issue for our records before we can proceed with any replacement due to an error on our part 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 an error on our part, we will advise what postage level to use when returning an item if applicable.

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 due to 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 tarnish along with how to clean tarnish away.  Natural silver tarnish is just a surface film that can easily be cleaned away to reveal the original silver colour beneath with the use of the appropriate silver cleaning products. We recommend using silver anti-tarnish cleaning tissues which are available to purchase from us on each sterling silver item page 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. Additional information on jewellery care and silver tarnish can be found here 

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.