Frequently Asked Questions

Postage & Shipping

How do you ship internationally?

For international orders we ship via DHL express, a tracking link will be provided after your order is confirmed and packaged. You can have your order sent via Royal Mail international, though lead times are longer and it's harder for us to track This can sometimes arrive to your spam inbox, but if you don't receive a tracking link please get in touch.

Are items insured in transit?

Yes, items are fully insured to the point of delivery, this cost is covered by us, for everyone’s peace of mind. 

Import duty & customs

For orders outside of the UK, your items may be eligible for import taxes and / or sales tax, this depends on where you are based. These fees are the responsibility of the purchaser to research ahead of purchase. 

How will my items be packaged?

Using environmentally friendly materials is front of mind with packaging: ideally using materials both made from recycled materials that can in turn be recycled.

items will be presented in jewellery boxes or jewellery pouches and packaged with their safe arrival in mind.

Sizing & Alterations

Do you offer alterations?

Yes! Talk to us, we love making visions come true, and are proud to work with some remarkable jewellers specialising in antiques who make dreams come true.

Can rings be sized?

Where pieces can be resized it is stated in the listing, however do feel free to reach out to check! Often a resize is possible using specialist equipment - and so if your heart has to have it, we can often find a way.

What is the turnaround time on alterations?

This can be hugely variable, dependent on the type of work and time of year. We aim to have ring resizes sent out to you within a fortnight, but it's always best to check if you have a deadline in mind.

Returns

What is your returns policy?

We know that pieces don't always work out - and that is fine. You have 14 days to request a return and refund.

The exceptions to this rule are bespoke and resized (i.e. altered) items, and of course items that have been damaged since they arrived with you.

We are able to refund returned items when an item is physically returned to us in the same condition as it was sold. If sending internationally, it is essential to mark the item as returned goods to avoid any import fees. If import fees are accrued, these will be deducted from the refund total.

We strongly recommend choosing an insured, tracked and / or signed for return method as the item is not considered as returned until it is in our physical possession, and any claims for loss need to be made by the sender. Keep any ending receipts until your refund has been processed.

Who pays for return shipping?

The buyer is responsible for return shipping.

Payment

How can I pay?

We accept all major credit and debit cards. If you are having difficulty checking out your order, let us know ASAP and we will be in touch.

Do you offer layaway? 

We offer split payments directly from the website, and your item is dispatched after payment is complete.

Deposits are 40% with the remaining balance due 60 days after purchase, it is automatically withdrawn from your payment card (you will receive a courtesy email two days prior to payment. If you wish to pay the balance earlier please email us!

Miscellaneous 

Do you ship to Germany?

Yes, we are fully registered with LUCID, which is the Packaging Register of the Stiftung Zentrale Stelle Verpackungsregister (Foundation Central Agency Packaging Register – ZSVR).

Producers/distributors pay a license fee to the dual system for the collection, sorting and recycling of the packaging they introduced to the market. Our Dual System partner is Activate by Reclay.