Frequently Asked Questions
We hope we manage to answer any questions you may have. If not, please send an email to firstname.lastname@example.org or a message via our contact page. Or you can call us on 0870 609 3448
THE ORDERING PROCESS
Yes! If you see a bracelet you like, for instance, but it is not available in a particular gemstone, email us. We will produce the style in your choice's gemstone. There are several types of gemstones related to birth signs, so you might want to include a different one that we have pre-chosen. We are more than happy to accommodate your request if it is possible to do so. Send an email to email@example.com or send a message via our contact page.
Yes! This feature is located on each product page. We charge £2.95 for this service which includes a personal message of up to 250 characters.
Yes! We are more than happy to change your order for you if it is possible to do so. However, this can only be accommodated if your order has not yet been dispatched. Please bear in mind we aim to dispatch your order as quickly as possible so please do try to contact us as soon as you can.
We understand you may wish to cancel your order, so we will do all we can to help. It might be you have changed your mind and contact us straight away, or it's simply no longer appropriate to send as a gift. Since we aim to dispatch orders as soon as possible, it might not be possible to cancel an order if we have already dispatched it and provided tracking. However, you still have the option to return your item for a full refund, provided it has not been personalised.
Your order is significant to us, and we work hard to ensure that you receive it as soon as possible.
If you order before 2pm on a Monday through Friday, your item will be dispatched the same day. All orders are dispatched via Royal Mail 1st Class Recorded Delivery, so they should arrive safely with you within 1-3 business days. Please note that this may be slightly longer during busy periods, such as seasonal events like Christmas or Black Friday.
If you need your order in a hurry, we offer a Next Day service at an additional cost. We will dispatch via Royal Mail Special Delivery for you, which means that if you order on a Friday before 2pm, you can receive your order on a Saturday.
For international orders, please see our delivery page for when you can expect to receive your order.
No, you don't need to create an account to place an order with us. You can just fill in the details on the checkout page. However, the benefits of registering when you make your order allow you to save your details, so shopping with us in the future is faster and easier. You can also edit your order if you have made a mistake and track your order's status, and we'll send you exclusive offers every now and then, too. Your details are safe with us, and we don't pass them on to any third party marketers.
THE DELIVERY PROCESS
As soon as you have made an order, you will receive an email confirming all your details. Please check all details carefully and ensure the correct delivery address is displayed. If an error has been made, we can change this for you before dispatch. In the event, your parcel has already been dispatched, you will need to track your delivery. If the parcel has been refused at the delivery point, we can resend it for you at your request. This will incur an additional delivery charge.
Yes! As soon as your order has been dispatched, we will send you an email notification, including your parcel tracking number. All orders are dispatched using Royal Mail tracked service. You will also have the ability to login to our website to access your tracking information at any time.
Your parcel will be delivered by Royal Mail 24 (1st class) or Royal Mail 48 (2nd class). If you're not at home when the postman calls, your parcel will be taken to your local sorting office and stored there. The postman will leave a 'while you were out card' in your postbox with detailed instructions on how/where to collect your parcel.
If you've chosen Next Day Delivery or Guaranteed Saturday Delivery, we will use Royal Mail Special Delivery Service. Again, Royal Mail will leave a card with detailed instructions on how/where to collect your parcel.
In the unlikely event, your order does not arrive as expected, please send an email, so we are aware as soon as possible. Please send your email to firstname.lastname@example.org or send a message via our contact page. We will ask you to check your delivery details to ensure an input error has not been made.
Occasionally orders may take a little longer to arrive – especially during peak seasons such as Christmas or Mother's Day. We ask all customers to allow up to 10 business days before contacting us to inquire about an item's whereabouts.
We know how important it is for your gift to be in perfect condition when it arrives and we’ll do our best to try and solve the problem for you straight away. As we’re an online shop and don’t have a store you can go to, the quickest and easiest way for us to help with a broken/damaged item is to see a photograph of it. We will request you send an image to us which might save having to return the item.
If you change your mind because the item you have received is no longer appropriate, for whatever reason, you are entitled to return it to us for a refund. Please bear in mind however, you are responsible for the return shipping charges. The item(s) must be untouched and in a resaleable condition. A full refund, excluding original shipping costs, will be provided. Unfortunately we are not able to refund earrings due to hygiene reasons.
THE RETURNS PROCESS
Yes! If you simply don't like like the item you have purchased we as a retailer are under no obligation to provide a refund. However, we are always more than happy to help. Depending on the reason/circumstances it should be possible. With the exception of earrings which cannot be returned due to hygiene reasons, we will do our best to accommodate your request.
Don’t worry, you should still be able to claim the discount. As long as your discount code is still valid, we’ll happily refund the difference for you. Please contact us so we can check whether your discount code is still valid.
We understand it can be frustrating not to hear back. Rest assured your email is significant to us. We answer all emails throughout the working day, Monday to Friday, usually within a couple of hours. Make sure you have checked your email junk folder - it's so easy to forget! Sometimes emails from us are automatically filed in your junk folder, so it's worth checking there. We'll also check whether an input error has been made on your order details.
We personalise our jewellery in-house so that we can dispatch your gift quicker for you. Generally, if we receive your order before 12 noon, we will do our best to send it to you the same day. Please contact us if you are in a hurry to receive your item, and we may be able to prioritise your order for you.
You can view our full returns address on our contact page. However, please email us prior to returning your item so we can confirm whether it is necessary to return the item and advise the best way to resolve your isse.