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Frequently Asked Questions

Orders

I've just made an order but I'd like to add something else, help!

I need to change or cancel my order, can you help me with this?

Why haven't I received an order confirmation?

Can you reserve me an item?

How will my order be packed?

I need this order by [insert date here].

Payment

My transaction was declined - why?

What forms of payment do you accept?

Where do I enter my gift voucher?

What happens if I spend more/less than the value of my gift voucher?

I've received an email requesting security information. Why do I need to provide this?

Shipping

When will my order be shipped?

I haven't received a shipping confirmation.

How long will it take for my order to arrive?

Do you ship worldwide?

How much does it cost for delivery to my country?

Who will deliver my package in my country?

My order still hasn't arrived.

My order was returned to sender.

Do you deliver to PO boxes?

What will the customs charge be for my order?

Can I add delivery instructions to my order?

Tracking

Does my parcel have tracking?

Where can I track my order?

My tracking hasn't updated for a few days.

The tracking states it is awaiting information from the carrier.

There have been no tracking updates and I have allowed extra time.

Can you give me further information / tracking?

My tracking states that delivery has been attempted. What do I do now?

Returns

I want to return/exchange an item.

How long will it take for me to receive my refund?

I'm sending my item back. What shipping service would you recommend?

I'd like to return a damaged product. How do I do this?

Has my return been approved?

I'd like to exchange my item - can you reserve me a replacement?

Can I return an item purchased on sale?

Do I have to pay for returns?

I think I've been sent an incorrect item!

Discounts

Where can I get a discount code from?

My discount code isn't working - why?

How do I use my discount code?

Are there any items I can't apply my coupon code to?

I'd like to use a discount code on an order I've just placed.

I'm checking out using Paypal, can I still use a discount code?

Do you offer student discount?

General Offer Terms & Conditions

About Our Jewellery

I don't know my ring size, help!

What are your ring trays?

Will *insert favourite item* be back in stock soon?

What is your jewellery made from?

What is 925 Sterling Silver?

How do I take care of my jewellery?

Is your silver hallmarked?

Are your stones/crystals natural?

How do I style my jewellery?

Will your jewellery make my skin green?

Other

How can I contact you?

I haven't received a response to my email.

Do you offer wholesale?

Do you work with bloggers?

Do you have an affiliate programme?

Are your products available in any physical stores?

Do you take custom orders/alterations/repairs?

Terms & Conditions

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