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Support
If you have a question, you are in the right place. For anything not covered below, message us and we will guide you.
Frequently Asked Questions
Use Shop Jewellery for photographed pieces with a straightforward checkout. You'll see clear options, delivery estimates, and support throughout.
Guided Custom helps you personalise without starting from scratch. The Advanced Designer (Pencil) is the premium option for full creative control.
You submit your design, we review the details, and we confirm pricing and timelines. Nothing moves into production until you approve.
Yes. If you're creating something custom, we'll confirm details and refinements before final approval.
Yes. If you're looking for a specific item, watch, stone, or reference style, submit a request and we'll come back with availability and options.
Where available, engraving options are shown on the product page. If you're creating custom, we can include engraving during confirmation.
Use the contact section below. We aim to reply within 1–2 business days.
Delivery
Delivery times are shown clearly during browsing and at checkout. We will confirm timelines again once your order is placed or your custom details are approved.
- UK delivery: timeline displayed at checkout
- International delivery: timeline displayed at checkout
- Secure packaging
- Tracking provided where available
Exact timelines may vary by product and destination—this will be made clear before confirmation.
Returns & Adjustments
We want you to feel confident when purchasing. Our returns policy varies depending on whether your item is a stock piece or custom made.
Stock Items
Stock items are eligible for return within 30 days of delivery. Items must be in original condition, unworn, and with all original packaging and documentation.
Custom Pieces
Custom pieces are created specifically for you based on your selections and specifications. As these are made to order, they are excluded from our returns policy. We confirm every detail before creation begins to ensure you are completely satisfied with your design.
If you have any concerns about your order or need assistance, please contact us and we will do our best to help.
Care Guide
To keep jewellery looking its best:
- Store pieces separately to avoid scratches
- Avoid harsh chemicals and heavy impact
- Clean gently with a soft cloth
- If in doubt, message us and we will advise based on the piece
Custom Jewellery
Custom should feel guided, not technical. Choose Guided Custom if you want a simpler route, or use the Advanced Designer if you want full control. Either way, you will get clear next steps and a confirmation before anything is made.
Sourcing
Looking for something specific? Share what you are after (description, budget range, and any reference images) and we will come back with options.
Submit a Sourcing RequestContact
For support, sourcing, or custom enquiries, message us here.
Privacy
We only use submitted information to respond to enquiries and deliver services. Full policy wording can be added here once finalised.