FAQ

To go directly to any of the specific frequently asked questions, please click on the links below:

Orders

    Personalisation

    Materials & Care

    Other

    How Long Will It Take For You To Ship My Order?

    The majority of items will be dispatched within 1 - 6 business days. The following items can sometimes take a little longer to dispatch and can take up to 2 weeks:

    If a dispatch date will likely be more than the times stated here, you will be notified via email of an estimated dispatch date.

    How Long Will It Take For My Order To Arrive?

    UK

    Orders are shipped 1st Class as standard and Royal Mail state they aim to deliver within 1 - 3 business days once an order is dispatched.

    International

    Orders are shipped via non-tracked Airmail as standard and delivery can typically take between 1 - 4 weeks once an order is dispatched, sometimes up to 6 weeks if there are postal delays.

    My Order Hasn't Arrived And It's Past The Estimated Delivery Time, What Happens Now?

    Please get in contact to notify us of your issue. The matter will be investigated and you will be contacted to inform you of any next steps. This could include waiting a little longer if there are postal delays to your area, or if the order is deemed as lost it will be either resent or fully refunded.

    I've Received My Order But It's Incorrect/Damaged, What Happens Now?

    Please take a photo of the item(s), including a photo of the packaging for damaged items, and follow the instructions as stated in the Refund Policy to notify us of your issue. Information is also provided in the Refund Policy as to the process of how incorrect orders are handled.

    My Jewellery Item Doesn't Fit, Can I Exchange It For A Different Size?

    Yes and no. Exchanging for a different size is dependent upon what the item is.

    As bracelets and necklaces are offered in a variety of sizes, you can return these items to exchange for a different size. Please follow the instructions as stated in the Refund Policy to exchange your order.

    Bangles are only available in one size, so exchanging for a different size is, unfortunately, not an option. Instead, you can return your order for a full refund.

    Can I Cancel My Order?

    Yes. Cancellations are accepted up till an order is dispatched and a full refund will be provided. Please follow the instructions as stated in the Refund Policy to cancel your order.

    I Want To Return My Order, What Happens Now?

    You can return your order in its original condition within 14 days of receipt for a full refund. Please follow the instructions as stated in the Refund Policy to return your order.

    The Checkout States There's Not Enough Stock But I Still Want To Place An Order, Can You Help Me?

    The stock quantities on items are based on the amount of charms and parts that we have in actual stock. However, we can order more parts (depending upon availability of our suppliers), so please get in contact. Please include a link to the item you are interested in purchasing, along with specifically stating any customisations you require (letter/birth month crystal etc). You will then receive an email response (normally within 24 hours) with information regarding how long it might take for us to obtain more parts to make the item you require and how to proceed with placing an order.

    What Size Should I Choose?

    Bangles & Bracelets

    Measure around your wrist just below the wrist bone (where a bracelet would normally sit on the wrist) using a tape measure or a piece of string. If measuring with string, mark how much is needed to go around your wrist and then measure that length of string with a ruler. Add between ¼" to ¾" to your wrist length and that will be the minimum size of bracelet you will need. Adding ¼" will give a snug fit, adding ½" will give a more comfortable fit and adding ¾" will give a loose fit.

    For reference, 7" (17¾cm) is a standard bracelet length for an adult female.

    Necklaces

    If you have a necklace that you like the length of how it sits on you, then measure the length of that necklace (i.e. length of chain including the length of the clasp/closure) and choose the closest size.

    Please, be aware that the necklace lengths do not include the pendant charm length, so you will need to take this into consideration when choosing a necklace length.

    If you are unsure, for instance you are buying as a gift for someone (for an average adult female neck):

    • 16" is a loose choker that fits around the base of the neck.
    • 18" sits on the collar bone.
    • 20" and 22" falls below the collar bone.

    For reference, 18" (46cm) is a standard necklace length for an adult female.

    How Do I Add Extra Charms, Letters Or Birth Month Crystals Onto The Item I Want To Order?

    Many of the items are offered with a letter and/or birth month crystal charm (please utilise the search facility to find similar items that have letters or crystals as available options). You can then select the letter and/or month from the drop-down boxes on the product listing. For those items that offer multiple birth month crystals you can select the number of crystals required from the drop-down box and enter the month(s) required in the text box on the product listing.

    However, if you wish to add extra charms that are not available on any of the product listings, then please get in contact. Please include a link to the item you are interested in purchasing, along with specifically stating which extra charms you want and which country it will need to be shipped to. You will then receive an email response (normally within 24 hours) with information regarding the price of your custom order and how to purchase.

    Are The Items Gift Wrapped?

    All items are packaged in a cardboard gift box that is made from 100% recycled card that is ready for gifting. As items are already packaged in a way suitable for gifting, we believe that extra wrapping is unnecessary and better for the environment to not offer a specific gift wrapped service.

    Is It Really Sterling Silver?

    Yes. For items that are stated as being sterling silver, the parts they are made from are genuine sterling silver. Several of the components (typically the clasp, closure tag and charm) will be marked with 925 which designates the component is made from sterling silver.

    Will My Jewellery Item Tarnish?

    Sterling silver jewellery items will tarnish with time, however, a silver polishing cloth can be used to remove the tarnish and restore the shine. Please read "How Do I Care For My Jewellery Items?" FAQ below for more information on how to care for your jewellery items.

    How Do I Care For My Jewellery Items?

    It is recommended that any jewellery should not be worn at night, not got wet e.g. not to be worn whilst swimming, showering or exercising and isn't cleaned with any chemicals.

    For sterling silver jewellery, it is recommended that the jewellery is contained in an airtight container, such as a resealable plastic bag when not in use. If the sterling silver does tarnish, a silver polish cloth can be used to remove the tarnish and restore the shine.

    Do The Charms Move Around?

    Yes, on the majority of the items the charms will move around, e.g. move along the chain of the necklace or move along the bangle etc. On items where there are multiple charms, then the charms can overlap when being worn.