We start preparing orders as soon as we receive them so there is a very short
window to make amendments. As all our pieces are handmade to order, once
production has begun it’s no longer possible to amend or cancel it. The best
thing to do if you have made a mistake with your order or changed your mind
about colour/plating choices is to email or call us immediately, and if we have
not begun working on your order yet we can hopefully make the changes you would
like. It just depends on the piece and our workload.

Unfortunately we cannot change the delivery addresses on orders once they have been placed as its registered on the system and the postal fee has been calculated according to the delivery address.

We are always on a quest to reduce our environmental footprint, and to keep our packaging as minimal as possible without compromising the protection and quality of our pieces. Almost all our pieces are placed in cotton pouches which customers can use to store their pieces in when not in use (or use them for other items). The cotton pouches are wrapped in branded tissue paper and sent in recycled padded envelopes to keep the items protected en route.

Yes we do. Our gift wrap includes our usual branded cotton pouch wrapped in branded
tissue paper, with additional cotton cord ribbon and a mini branded gift tag attached. You can add this on the cart page where it says ‘Want it gift wrapped?’ Click the + icon there it will open the tab for you to add this and add a short message for your gift tag if you wish. You can also leave the message section blank if the order is being delivered to you and you prefer to write your personal note yourself.

We accept most major credit cards, Paypal, Apple pay, Google pay, and Shop pay.

Yes you can order e-gift cards for a special person in your life so they can choose
the item they like, You can order these HERE

On the checkout page underneath the order summary and above the total amount
payable, there is a box to apply a discount code or e-gift card code. If you insert your code and click on the ‘Apply’ button it should deduct the discount from the amount payable.

All our jewellery pieces are handmade to order according to each customers chosen
specifications on their order form, in our studio in London, UK. This way we can ensure the quality of each piece is perfect before being sent out to you.

We try our best to source as much as we can within the UK but as quality is paramount to us, we also source jewellery components from the best suppliers for each, mainly from Europe. We use a wide and colourful variety of charms and beads made from an array of materials ranging from glass, resin, semi-precious gemstones, freshwater pearls, porcelain, ceramic, wood, brass and stainless steel. Each product page should have the details of the components for that product listed.

Additionally, Our popular and widely used Czech glass beads are pressed glass beads, not coated so their colour will never peel or fade. They are long lasting and very
high quality.

Yes we do. You can view this HERE

If you would like one of our necklaces in a different size to the size available on the product page, this is usually possible. Please contact us with the style name of the necklace you would like and the length that you would like it in and we can advise if its possible.

The best way to care for most of our jewellery pieces is to follow the instructions
noted on the care cards enclosed with the piece you purchase. Generally, to
keep them looking gorgeous and fresh, keep them away from perfume and body
oils, humidity and water. Any pieces that are plated brass will tarnish due to
these elements.

The best way to store them is in their cotton pouches, in a cool dry room away from
direct sunlight.

As all our pieces are handmade to order, we can usually make your chosen piece in
a non-standard size or if you wish to change a certain element in the piece this should be possible too. It really just depends on the piece.

Please note that all bespoke pieces made are non-exchangeable and non-refundable.

Our plated components in our jewellery pieces such as charms and findings are
mainly plated brass and stainless steel. There are traces of nickel in both
brass and stainless steel, but is structured to prevent it from leaching,
making it suitable for most people with metal allergies. If you do experience a
reaction to our plated jewellery pieces, please get in touch immediately.

We pack every order in our studio. Each piece is checked over to ensure its
perfect before being placed in a branded cotton pouch, or if it’s a smaller string bracelet, it will be on a branded card, sealed in cellophane wrap. These are then wrapped in branded tissue paper, sealed with a branded sticker and sent in a protective recycled padded envelope.

We aim to keep the delivery charges as minimal as possible. We have various
options for UK delivery. Our standard UK delivery is via Royal Mail 2nd
class signed for delivery, or you can choose “Special Delivery” which is next
day delivery (this does not include production time so please factor 1-2 days
production time for your piece(s) to be made first.

We currently offer free UK delivery for orders over £99.

Delivery to international destinations is via ‘Royal Mail’ tracked delivery. The costs
for these vary according to the destination country. You can view this
information in more detail HERE

Standard Royal Mail 2nd class delivery usually takes 2-3 working days but is not guaranteed.

Delivery to destinations in Europe usually takes 4-5 working days and for worldwide
usually 5-8 working days. These are all dependent on the local postal service in each country so cannot be guaranteed.

Please also note that these delivery schedules do not include weekends and public holidays in the UK and in your destination country.

Once your order is shipped you will receive an automated shipping confirmation email
with the tracking number of your order. You can click on the link in the email which
will transfer you to the tracking page of Royal Mail’s tracking service so you can see where it is.

We are sorry to hear this. Occasionally there are delays with deliveries which is
out of our control. If your delivery has been delayed, please use the tracking
number noted on the email notification we sent you to inform you that your
order was dispatched to enable you to locate it with Royal Mail. We cannot refund or replace lost UK based orders until 15 working days (excluding weekends and public holidays) after the dispatch date (30 working days for international orders) have passed. This is the earliest date that Royal Mail classes packages as being ‘Lost’ and will only look into it from this date onwards therefore we cannot report and/or enquire about any undelivered orders until
then.

Due to the nature of our made to order business, it can take a few days to make your order for you so unfortunately, we cannot offer same day delivery.
Some pieces take a lot of time to make and some even require setting time if components are glued and clamped. If you need a jewellery piece quickly, the best thing to do is to contact us before you place your order to check if it can be delivered by the time you need it and we can advise when you can expect to receive it, so you will know in advance if the estimated delivery date works for you.

Yes, all our orders are sent via a recorded and tracked service that requires a
signature upon delivery. If you add an office address as your delivery address, please ensure the post room in your office are made aware so it doesn’t go walkies. Once an order is confirmed as delivered by Royal Mail’s tracking system, there is nothing we can do if it hasn’t reached you in your workplace.

As signatures are required, we cannot deliver orders to PO Boxes (unless you are based in the UAE where both a PO Box number and a delivery address are both required).

We ship to most countries. There are a few countries that we cannot currently
deliver to due to conflicts in that area which means there is no shipping to that country, or there are a few that we have experienced severe complications with previous deliveries so have had to withdraw our delivery offer to that country. If you cannot see your chosen country on the country menu list at checkout, it means that unfortunately it’s not possible to deliver your order to your country. If that is the case, maybe you can order and send it to a
friend in the UK who can then send it to you privately.

Our shipping costs to most delivery addresses in Europe and ROW, excluding the USA do not cover customs and duties to your country. Please factor this in when you place your order.

Royal Mail (The UK Postal delivery service we use to ship our orders), offer a ‘Postal Delivery Duties Paid Solution’ service (PDDP) to a growing list of EU and ROW destinations, whereby duties are handled by Royal Mail and the overseas customs authority/delivery partner so that the recipient does not incur any additional cost at the doorstep. Instead, VAT and duties are calculated and collected at the point of sale and paid to the relevant tax authorities locally via Royal Mail. There are also some administrative fees* associated with the new US requirements that will apply to goods.

These PDDP duties and fees are now included in our shipping charges at checkout so there are no additional charges at the doorstep for US based customers.

* Fees subject to change in line with Royal Mail’s International Specific terms.

If a piece that you purchased from our website isn’t quite right for you, you have
14 days from the date that you receive it to return it to us. As long as it’s not a personalised piece or one that has been made bespoke for you and is non-catalogue, as these cannot be resold. You Can read our full refund policy HERE

Firstly, send us an email to let us know that you would like to return or exchange an
item, and if you can give us a little info as to why that will be even better
so we can improve the item if necessary. Just include your order number and contact details so we can log your return request, and we can then send you your Returns reference number and a Returns Form to enclose with your item when sending it back to us. Once we receive it back, we can process your refund or exchange. We can’t accept returns without this part. You can have a full read of our return’s procedure HERE

For health protection and hygiene reasons, we can only accept returns on our earrings if the packaging that they are delivered in is sealed.

In the rare event that the item(s) you ordered are delivered faulty or damaged please contact our customer services department HERE to let us know immediately so that we can arrange a repair, replacement or a refund.

Faulty items can only be accepted if the goods are delivered damaged or if there is a subsequent manufacturing fault within a period of 5 months from the date of your order.

Once we receive the item(s) returned as faulty they will be inspected by our repairs team on a case by case basis to determine the fault. We are happy to repair faulty items free of charge within a period of 5 months from the initial order date if the fault is a production fault and not due to natural fair wear and tear, accidental damage, undue care and misuse (against our care instructions noted on our website/enclosed with our jewellery pieces) including damage/discolouration/tarnishing caused by perfumes, oils, chemicals, liquids and heat exposure.

If someone has sent you a special gift from our collections but it wasn’t quite right for you, as long as it’s not a personalised or custom made piece you are welcome to exchange it for a different style or colour with the same cost value (or higher) within 14 days after delivery. Please follow the same return/exchange procedure as above and let us know the name of the person who bought the item for you when you contact us so we can check that the order date complies with our Terms and Conditions for exchanges.

This depends on the method of payment you used to pay for your order. For credit and debit cards, Refunds usually take 5-10 working days for it to show up on your statement, though this varies according to your bank or card issuer. Our website is powered by Shopify and refunds are processed immediately at this end but your bank or payment provider may take time to process it which is beyond our control.

Our warranty is 5 months from your initial order date. Most pieces will last way longer than this (for years even!) if they are looked after according to the care instructions cards enclosed with each piece.

Yes we offer a payable repairs service for most of our jewellery items needing some TLC after the free repairs period has ended. There is a charge for this service, to cover the cost of the labour for the repair and to replace any components that may be missing from the original item plus shipping costs. The fee varies according to each item so if you would like to use this service, please contact us with your order number and details of the repair needed (Please include images if possible) and we can advise on the costs involved.

Yes you can place orders without creating an account if you prefer. We will still
require an email address so that we can update you on your order.  

Don’t worry, you just need to click the ‘Sign in’ button on the log in page, and enter the email address used for your order. Shopify which is the platform that our website is on will email you a code to access your account.

If you would like to be in the know and keep up to date with our new product and
collection launches, exclusive discount offers, you can sign up to our mailing list HERE