Frequently Asked Questions

Before You Order

Planning your purchase? Here’s everything you need to know before clicking “add to basket.”

When will my order arrive?

Each product page shows an estimated making time before despatch. This countdown starts once we have everything we need to make your order (such as prints, ashes, sizing or artwork). Orders confirmed after 9am will begin processing the next working day. We’ll keep you updated and send tracking details once it’s on its way.

Do you work on my order the same day I place it?

Orders confirmed before 9am (with all required information provided) will start processing the same working day. Orders placed after 9am will begin the next working day.

Can I order last-minute gifts?

Some designs can be handcrafted in time for last-minute gifting. Our “In a Hurry” collection shows pieces we can make quickly without compromising on quality, but you’re always welcome to ask if we can meet your deadline.

Can I personalise an item at a later date?

Some designs can be personalised later, but not all. For example, a T-Bar necklace can be engraved after purchase and Story Bracelets can have extra charms added over time. Others, like cuff bracelets, can’t be altered once made. If you’re unsure, it’s always best to check with us before ordering.

Can I place an order without creating an account?

Yes – you can check out as a guest, no account needed. Creating an account simply makes it easier to track your order history and saves your details for future purchases.

Do you accept bespoke commissions or adaptations of your designs?

Yes – we do a lot of custom work. Whether you’d like to adapt one of our existing designs or create something unique, send us your ideas or photos and we’ll be happy to discuss the possibilities.

What payment methods do you accept?

We accept all major credit/debit cards, PayPal, Klarna, Shop Pay, and Google Pay.

How do I measure for a bracelet or ring?

Bracelets:
Ordering the right bracelet size is simple.

1. Use a soft measuring tape or wrap a piece of string or paper around your wrist bone — comfortably snug, no gaps or squeezing.

2. Mark where it overlaps, then measure against a ruler to find your wrist size.

3. Select your exact wrist measurement and your preferred fit — we’ll add the right length for comfort:

• Close fit: snug, with just enough room (+1.5cm)

• Standard fit: slightly looser for daily wear (+2cm) – most popular

• Relaxed fit: extra space for a casual feel (+2.5cm)

Example: If your wrist measures 18cm, select “18cm” and your fit preference — we’ll do the rest.
Our bracelets aren’t adjustable, so accurate sizing ensures the best fit. If unsure, Standard or Relaxed fits are a safe choice.

Rings:
We recommend using a professional ring sizer before ordering. We also sell ring sizers online if you’d like to measure at home.

After You Order

Already placed your order? Here’s what happens next, plus how to make changes if you need to.

I need my order by a certain date – can you fast-track it?

If you need your jewellery sooner than the stated making time, please contact us before placing your order. In some cases we can prioritise your order, but not all designs can be made faster – especially during busy gifting seasons like Christmas, Valentine’s Day, Father's Day or Mother’s Day.

Why has my expected delivery date changed?

Delivery dates on product pages update daily at 9am based on our current workload and whether we have all the information needed to start your order. If we’re waiting for prints, artwork, or other details, the countdown will begin once these are received.

Can I change or cancel my order?

If you’ve just placed your order, contact us as soon as possible. Chain lengths can usually be altered right up until despatch. However, once we’ve personalised an item, the order can’t be changed or cancelled.

Do you ship overseas?

We ship to many countries worldwide, but not to the EU or Northern Ireland due to GPSR regulations. The website will calculate the correct shipping cost at checkout for eligible destinations. Please note that international orders may be subject to local taxes and customs duties upon delivery.

How do I track my order?

You’ll receive tracking details by email when your order is despatched. You can also contact us if you need an update.

What if my order is late?

Check the Royal Mail tracking link in your despatch email. Sometimes delivery cards aren’t left, so check with your local sorting office too. Postal delays can happen, especially during peak seasons.

Can I collect in-store?

Yes – we can send your order to our Stamford, Lincolnshire store for collection. We ship to the shop every Thursday for collection Friday onwards. If your order’s expected despatch date falls on or before Thursday, it will be sent that week. Even if it’s finished earlier, it will still ship to the shop on Thursday.

If you need it sooner, you can select a delivery method at checkout and use the shop’s address – it will then be shipped straight away.

Will my order come in branded packaging?

Our jewellery is packaged in our branded boxes. If you’d like discreet postal packaging for a surprise gift, let us know at checkout – all postal packaging has our return address on it but is otherwise unbranded.

Jewellery Care & Repairs

We want your jewellery to last a lifetime – here’s how we can help keep it looking its best.

My silver jewellery has tarnished – what can I do?

Silver naturally tarnishes over time, and this isn’t considered a product fault. You can clean it at home with a silver polishing cloth, or get in touch to use our professional maintenance service. We also offer an anti-tarnish rhodium coating for extra protection – see our Jewellery Care page for details.

Can I return my item?

Personalised and made-to-order jewellery is non-refundable unless faulty. Non-personalised items can be returned within 14 days if unused and in their original packaging.

If your jewellery is faulty, we’ll provide a prepaid returns label and, once the item has been checked, we’ll issue a refund.

My jewellery is faulty – what should I do?

Email us with photos and your order number. If the fault is on our part, we’ll work to put it right, or offer a refund if you prefer. Refunds for faulty items are available within one month of receipt.

Can you alter or resize jewellery?

In many cases, yes – we can resize rings, chains or bangles. Product descriptions will state if an item can’t be resized. There may be a resizing fee unless the product wasn’t made to the size you ordered, in which case we’ll fix the fault free of charge. Email us with a photo and the size you need.

Can you reapply the black finish to my jewellery?

Yes – the black fill can fade over time. If your piece is under two months old, we’ll reapply it free of charge. After that, we offer a paid maintenance service.

Can you replate gold-plated jewellery?

Yes – if the plating has worn within three months, we’ll replate it free of charge. After that, we offer a paid re-plating service.