Our Frequently Asked Questions
- Where is my order?
If you haven’t received your order within the proposed delivery time, please feel free to contact us at email@example.com for more information.
- Am I able to change my order once it has been placed?
It is possible to amend your order if you contact us within one hour of the order being placed. Please note, for personalised items this may not be possible. We are unable to amend orders after 1 hour of the order being placed.
- Am I able to cancel my order?
Unfortunately it is not possible to cancel your order once it has been placed. Please await delivery and then return your item(s) to us in their original packaging for a full refund.
- There is an item missing from my order
Please contact firstname.lastname@example.org for more information. Please note some items may be posted separately. You will be contacted beforehand if that is the case.
I have received the wrong order
Please email email@example.com to inform us of the error, then return your incorrect item back to us in its original packaging using the return information on our returns and refunds page.
- What payment methods do you accept?
We accept all major credit and debit cards and PayPal.
- How do I redeem the welcome discount code?
You must first sign up to our mailing list (using the form in the website footer) to receive your code. You can then apply the code to your basket at checkout.
- Which items am I able to use the welcome discount code for?
The welcome discount code is for first time customers, and applies to all collections exempt from this are sale items/fine jewellery and bespoke orders, with the possible exceptions of external collaborations. Any exclusions will be clearly identified.
- I haven’t received the welcome discount code
Please ensure you have signed up to our mailing list, and check that you haven’t previously joined the mailing list prior to now. If you have trouble joining the mailing list or receiving the code please email firstname.lastname@example.org.
- Is there a time limit on when I can use my welcome discount code?
There is no time limit for the welcome discount code, but you may only use the code once. Please note some collections may be excluded from the discount.
- I have a different promotional offer, how can I use it?
It can be applied at checkout for the purchase of all items, with the exception of sale items and fine jewellery items .
- The item I want to purchase is out of stock, what can I do?
If the item you’d like to purchase is out of stock, please contact us at email@example.com so as we can advise as to when the item is due to be back online.
If the item is available for ‘Pre-Order’ you will be able to purchase the item as normal, and it will be delivered to you on the date shown on the product page. This is usually within 2-4 weeks.
- My jewellery is faulty, what should I do?
If you think your item needs to be repaired or replaced please contact us at firstname.lastname@example.org with some photographs and we will be happy to assist.
- What is Klarna?
For more information about Klarna’s ‘Pay In 3’ payment option, click here.
For more information about Klarna’s ‘Pay Later’ payment option, click here.