Frequently Asked Questions

How Do I Contact You About My Order?

If you have any questions regarding your order and need to speak to someone from our team, you can email us at Simply include your order number when sending us a message. You can also call 01326 290 046 during the hours of 9am to 5pm Monday to Friday (Exc bank holidays) or by filling in the form.

My Order Is A Gift, Can You Remove Any Prices/Packing Slips?

Sure thing! If your order is a gift just leave our lovely studio team an order note as you checkout and they will ensure any packing slips are removed.

None of our packing slips divulge the prices of any products, they are used by our studio team as they fulfil your order and for us to sign off your order as it is packaged.

Can I Get Next Day Delivery?

Sometimes a girl just can’t wait, so if you’re desperately in need of your keepsake jewellery simply choose Express Fast Track Weekday Delivery during the ordering process and we’ll get your item delivered via Royal Mail special delivery by 1pm the next day, if you order before 3pm.

What Are Your Delivery Charges?

Visit our Delivery page for more information on delivery costs, times & destinations.

What Is Your Policy For Returns & Exchanges?

In the regrettable circumstance that you are not happy with your order please contact our friendly customer service team within 48 hours of receipt of your items. Our in-house team are available by phone, email or via social media from Mon-Fri between 9am-5pm and will strive to resolve any queries you may have as quickly as possible. For a detailed overview of our returns & exchanges policy, please see this page on our website.

What Payment Methods Do You Accept?

You can pay for your order online securely using any valid credit or debit card via PayPal

Is VAT Included In The Price?

VAT is charged at 20% for all orders and is included in the retail price.

Why Should I Register An Account With You?

By creating an account with us you can view your order history online, check the status of any current order you have with us, update your contact details and get EXCLUSIVE offers that we only send out to our members.

What Happens If I Forget My Login Details?

No problem! When you go to login to your account area there is a link for you to reset your password and have a new one sent out to you. If you can’t remember any details at all, then get in touch with our friendly team and they will be able to help you out.

How Do I Check The Status Of My Current Order?

To check the status of your recent order simply log into your account area by clicking the link in the navigation and head on over to the ‘Orders’ section.There you will see a list of any orders you have with us that are open. You should also be getting emails from us letting you know how things are progressing.

My Jewellery Is Tarnished, What Causes This?

The natural oils in skin as well as the body’s PH balance can vary from person to person and cause a reaction resulting in a tarnished effect to your jewellery. If this is the case, then head on over to our jewellery care page where we have some useful tips on how to fix this issue.

Why Has My Engraving Lost It's Dark Colour?

Our handwriting engravings are created with our laser engraving machine, which achieves a deep engraving onto the silver. This process leaves a temporary dark patina on the engraved area (from the lasering process), but this will fade through wear or when polished, to reveal the etched silver underneath.

How Does Delivery Work If I Have Ordered A Print Kit With My Print Product?

If you have ordered a Magic Inkless Print Kit with your engraved print product, we will always send out your print kit first using Second Class Delivery. Once you receive your kit and you have sent your prints back to us (via email), we will then be able to process your engraving, sending the final product to you using your selected delivery method.