Frequently Asked Questions
What is the returns and refund policy?
We hope that you will be delighted with your order. However, if within 28 days of purchase you change your mind, we will be happy to offer you a full refund credited to the card used in the original sales transaction. Please note that goods should be returned in perfect condition, and in their original, undamaged packaging along with your completed returns note.
Please send an email to our returns team at firstname.lastname@example.org and we will be happy to arrange the return for you.
When will the payment be taken?
Payment will be taken from your credit or debit card as soon as you have placed your order. We also ensure that we adheer to The Payment Card Industry Data Security Standard (PCI DSS) guide. This is a set of security standards designed to ensure that ALL companies that accept, process, store or transmit credit card information maintain a secure environment.
What address details do you need for delivery?
We require you to complete the following fields for your delivery address in the checkout process:
• Building / Villa Name or Number
• Street Name
• Post/Zip Code (if applicable)
Please provide accurate address details to avoid any unnecessary delivery delays.
How can I choose the currency I pay in?
You are able to pay on the website in British Pounds only. Orders placed outside the UK will have their accounts debited in the Home Currency. Please note a bank transaction fee my apply.
Is my personal information kept private?
We will treat all your Personal Information as confidential (although we reserve the right to disclose it in the circumstances set out below). We will keep it on a secure server and we will fully comply with the UK Data Protection Act of 1998. We confirm that any Personal Information which you provide to us (or which is available on public registers) and any User Information from which we can identify you, is held in accordance with the registration we have with the Data Commissioner's Office.
We use your information only for the following purposes:
• Processing your orders, including despatch, payment and returns;
• To prevent or detect fraud or abuses of our website;
• To enable third parties to carry out technical, logistical or other functions on our behalf;
• For statistical or survey purposes to personalise and improve this website and its services to you;
• To administer this website;
• If you consent, to notify you of products or special offers that may be of interest to you.
You agree that if we are requested by the police or any other regulatory or government authority investigating suspected illegal activities to provide your Personal Information and/or user Information, we are entitled to do so.
We have implemented internet security technology to ensure that it is safe for you to shop with us. We use Internet standard encryption technology to scramble your Personal Data when you transmit it to us. This process is known as SSL (secure sockets layer) and we are constantly updating our technology to provide you with the maximum practicable level of security. Additionally we do not hold any of your credit card details anywhere on our website. They are simply passed securely to our payments processor for authorisation by your bank. If you choose to store your card details for future payments, these are held by our payment processor, WorldPay, not us.
How long does delivery take and how much does it cost?
We offer the following delivery services:
FREE WORLDWIDE SHIPPING
UK - Next working day
USA and Canada Standard Delivery – 7 working days
Europe – 5 working days
Rest of World – 7 to 14 working days
All orders are sent on a Delivery Duties Paid Service, so no additional customs or taxes will be charged on delivery.
For a full list of countries we deliver to please see below.
Do you deliver to my country?
We ship to the following countries: Argentina, Aruba, Australia, Austria, The Bahamas, Barbados, Belgium, Bulgaria, British Virgin Islands, Canada, Cayman Islands, Cannel Islands, Curacao, Denmark, Dominica, Estonia, Finland, France, Gibraltar, Germany, Guam, Hong Kong, Hungry, Iceland, Republic of Ireland, Italy, Japan, Jordan, Republic of Korea, Luxembourg, Macau, Malta, Martinique, Monaco, Morocco, Netherlands, Norway, Panama, Portugal, Puerto Rico, Romania, Singapore, Slovak Republic, Spain, St. Kits & Nevis, St. Vincent, St. Barthelemy, St. Martin, Sweden, Switzerland, Thailand, Trinidad & Tobago, Turks and Caicos, United Kingdom, US Virgin Islands, USA, Venezuela
You will be able to track the progress of your order from the link provided in your order despatch email, or by logging into My Account.
Can I change or amend my order once it has been placed?
We generally process and prepare your order for dispatch immediately, so you may not be able to make any amendments or cancel your order as it may already have been dispatched. In this instance, you would have to return your order once you've received it, in accordance with our Returns Policy.
Under the Distance Selling Regulations, if you buy online, your consumer rights entitle you to a full refund if you request one in writing within 7 working days of receipt subject to the item being returned in perfect unused condition. to arrange a return please email our returns team at email@example.com
Do you offer a repairs service?
It should be rembered that many factors can influence the wear and tear of jewellery. Therefore you should make sure that your jewellery is properly cleaned, repaired and stored. Always protect your jewellery from sharp blows, scratching, chemicals, sunlight and heat/cold to minimise these effects. Ideally, store your jewellery in a soft lined box or pouch and try to keep pieces apart, so that they don’t rub together or tangle up. It is also recommended that you visit a jeweller once a year to have your jewellery cleaned professionally. This will keep them looking their best.
What size ring do I need?
All our rings come in standard UK sizes L and O. If you need a size out of this range, please choose an alternative size from the dropdown menu on the product page of the ring you have selected. To find out what size you need, please refer to our ring sizing guide or visit your local jewellers, where you can usually have your ring size measured.
For non-standard sizes please allow 6-8 weeks for delivery.
Can I shop without creating an account?
Yes, when you have placed the goods into your bag and started the checkout process, you can select Guest Checkout. This means we will only collect the minimum amount of details from you to process your order and you will not be required to create an account.
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