Frequently Asked Questions

Find answers about ordering, personalisation, delivery and caring for your jewellery. If you need a hand with anything else, get in touch.

Before You Order

When will my order arrive?

Each product page shows its estimated making time or expected despatch date. Making time begins once we have everything we need, including payment, personalisation details and any prints, ashes, sizing or artwork required for your piece.

Orders confirmed before 9am, with everything supplied, begin processing that working day. Orders confirmed after 9am begin processing the next working day.

A despatch date is the date we expect to send your jewellery. Please allow time for your chosen delivery service after that. We’ll keep you updated as your order progresses and email tracking details when it leaves us. See our making-time guide for more information.

Can you help with a last-minute gift or a specific deadline?

Our In a Hurry collection includes designs we can make more quickly. If you need something by a particular date, please contact us before ordering so we can confirm what is possible.

Priority 1 – Express Creation: available on selected designs, this brings your piece forward in your maker’s schedule and typically advances completion by around three to five working days. It costs an additional 40% of the base price of your piece, excluding optional add-ons. We still need all the information and materials required before making can begin.

Standard Service – Made in Turn: your jewellery is made in its usual place in the workshop schedule, according to the estimated making time.

Please wait for us to confirm any agreed deadline in writing. Adding a date to your order notes does not guarantee it, and choosing faster postage does not shorten the making time.

Can I place an order without creating an account?

Yes, you can check out as a guest. Creating an account makes it easier to view your order history and use your saved details for future purchases.

What payment methods do you accept?

We accept major credit and debit cards, PayPal, Klarna, Shop Pay and Google Pay. The payment options available for your order will be shown at checkout.

Do you sell gift vouchers?

Yes. Our Morgan & French gift cards let the recipient choose their own jewellery or a jewellery-making workshop. Visit the gift-card page for the available options and details of how to redeem them.

What metals do you use, and is your jewellery hallmarked?

We work mainly in sterling silver and gold, with other metals and plated finishes available on selected designs. Each product page explains the materials used in that piece.

Jewellery that requires hallmarking is independently tested and hallmarked by an Assay Office to confirm its precious-metal content.

Does your jewellery contain nickel?

The sterling silver and gold alloys we use are nickel-free. Other components, such as clasps, can vary between designs. If you have a metal allergy, please contact us before ordering so we can confirm the materials in your chosen piece.

Personalisation & Sizing

How do I measure for a bracelet?

Wrap a soft tape measure or a piece of string around your wrist at the wrist bone, comfortably snug with no gaps. If using string, mark where it overlaps and measure that length against a ruler. This is your actual wrist measurement.

The options you select depend on the type of bracelet:

Leather and paracord bracelets

These bracelets aren’t adjustable, so an accurate measurement matters. Use the two dropdowns on the product page:

1. Please Select Your Wrist Measurement: choose your actual wrist measurement.
2. Please Select Your Fit Preference: choose the fit you would like from the options below.

• Close fit: sits neatly against the wrist (+1.5 cm).
• Standard fit: the everyday choice (+2 cm).
• Relaxed fit: a little more space (+2.5 cm).

We’ll add the allowance for your chosen fit. For example, if your wrist measures 18 cm and you want a Standard fit, select 18 cm in the wrist measurement dropdown and Standard in the fit dropdown. You do not need to add the allowance to the wrist measurement yourself.

If you’re unsure which fit to choose, Standard works well for most people.

Silver T-Bar bracelets

These ask for your wrist measurement only. Select your actual wrist measurement in the dropdown; there is no separate fit preference to choose.

For other bracelet styles, follow the sizing instructions and options on the individual product page.

How do I find my ring size?

We recommend having your finger measured professionally or using a proper ring sizer before ordering. We also offer ring sizers for measuring at home; contact us for help with ring sizing.

Tell us which ring you’re considering, as the width and shape of a design can affect how it fits. Accurate sizing matters, especially for designs that cannot be resized.

Do you accept bespoke commissions or changes to your designs?

Yes. If you’d like to adapt one of our designs or discuss something different, send us your ideas or photographs before ordering. We’ll explain what is possible and confirm any changes to the price or making time.

Please have requests outside the product’s listed options agreed with us first. Adding a request to “Notes to Maker” does not, on its own, confirm that we can include it.

Can I choose a different font for personalisation?

Available fonts depend on the design and how it is personalised. The product page shows the style used or offers a choice where available.

If you would like another font, please contact us before ordering so we can check whether it is suitable. If you’re unsure about a particular letter, we can help you check the font or see an alphabet where available.

Please check your wording, spelling, dates and font choice carefully before placing your order.

Can I add personalisation at a later date?

Some designs can be personalised or added to later. For example, a T-Bar necklace can be engraved after purchase, and extra charms can be added to a Story Bracelet over time.

Other designs, such as our cuff bracelets, cannot be altered once made. If you plan to add something later, please check with us before ordering so we can help you choose a suitable piece.

Can I order another piece using prints I’ve already sent you?

We aim to keep prints from previous orders for up to 12 months. Please contact us with your original order number, if you have it, before placing a new order. We’ll check whether we still have suitable prints and whether they can be used for your chosen design.

If you want to match an existing piece, please also send a clear photograph and mention any bespoke details. New prints may be needed if the originals are no longer available or are unsuitable for the new design.

Should I place separate orders for print jewellery for different people?

If different people will be sending their prints separately, we recommend placing separate orders. We need all the prints for an order before we can begin making it, and its items are made and posted together.

Separate orders allow each gift to progress independently, without waiting for another person’s prints to arrive.

Will my jewellery look exactly like the photographs or an earlier piece?

Each piece is individually handcrafted, so small variations in shape, texture and finish are part of its character. Two pieces made from the same prints or wording may not be identical.

If you’re matching something we have made before, send us a photograph and details before ordering. We’ll explain how closely we can recreate it. If you have a concern about the quality of a piece you’ve received, please contact us so we can take a look.

Delivery & Collection

How much does delivery cost?

Delivery options and charges are shown at checkout. You can also find our current services and prices on the Delivery & Returns page.

Delivery time is additional to the time needed to make your jewellery.

Do you ship overseas?

We ship to many countries worldwide, but currently do not ship to the EU because of GPSR requirements. Available destinations and delivery charges are shown at checkout.

Import duties are prepaid on orders sent to the USA. For other international destinations, local taxes or customs duties may be payable on delivery.

Can I collect my order in person?

Yes. You can collect from our Stamford shop or our design studio in Biggleswade.

Stamford shop: orders are sent to the shop every Thursday and are usually ready to collect from Friday. Orders ready for despatch by Thursday are included in that week’s shipment. Even if your jewellery is finished earlier, it will wait for the Thursday shipment. We’ll email you to let you know when your jewellery is ready to collect.

If you need it sooner, you can choose a paid delivery service at checkout and use the Stamford shop as the delivery address. Your order will then be sent as soon as it is ready. Please wait for confirmation that it has arrived before travelling to collect it.

Biggleswade studio: collection is by arrangement Monday to Thursday. Once your order is ready, arrange a collection time with us before visiting. See our collection information for current arrangements and our contact page for both addresses.

How will my jewellery be packaged?

Your jewellery comes in a Morgan & French presentation box. The outer postal packaging is unbranded apart from our return address, making it suitable for a surprise gift.

If you have any particular packaging requests, please let us know when ordering.

After You Order

I haven’t received my order confirmation. What should I do?

Your order confirmation is sent automatically to the email address used at checkout. Please check your spam or junk folder first.

If it has not arrived within 24 hours, contact us with your name, the email address used and the approximate time you ordered. We’ll check the order and help you get a copy of the confirmation.

How do I check my order’s progress or track delivery?

We’ll email you at key stages as your jewellery is made. Once it has been despatched, you’ll receive a tracking link by email.

If you need an update, contact us with your order number. Please check your spam or junk folder if you are missing an email.

Why is the date on the product page different from my order confirmation?

The estimate on a product page updates daily at 9am for new orders, based on our current workload. A later date appearing there does not, by itself, mean that your existing order has been delayed.

For your own order, refer to your confirmation and any updates we send you. If we are waiting for prints, ashes, sizing, artwork or clarification, the making time begins once we have everything needed. Contact us if you’re unsure which date applies.

Can I change or cancel my order?

Please contact us as soon as possible with your order number and the change you would like to make.

For personalised pieces or jewellery made to your specifications, changes or change-of-mind cancellations are generally no longer possible once making has begun. Some changes, such as swapping a standard chain length, may still be possible before despatch, so please ask.

Non-personalised items that are not made to your specifications have different cancellation rights; see the returns answer below. Your rights if an item is faulty or not as described are unaffected.

What should I do if my order is late?

If your order has been despatched, check the tracking link for delivery updates, attempted delivery or collection instructions. Royal Mail may not always leave a card, so the tracking information is the best place to start.

If the tracking does not explain the delay, or your expected despatch date has passed without an update, contact us with your order number and we’ll look into it.

Jewellery Care, Repairs & Returns

What is rhodium plating, and should I choose it?

Rhodium plating is a thin coating of precious metal that gives jewellery a bright finish and helps protect silver against tarnishing. It can be a useful option if you prefer a bright silver appearance with less polishing.

The coating gradually wears with use and can be reapplied when needed. How long it lasts depends on the piece, how often it is worn and how it is cared for. Please ask us if you would like help deciding whether it is suitable for your chosen design.

My silver jewellery has tarnished. What can I do?

Silver naturally tarnishes over time. This surface change does not, on its own, mean that your jewellery is faulty.

For unplated silver, use a suitable silver-polishing cloth. Plated jewellery, leather and deliberately darkened details need different care, so check the guidance for your piece before cleaning.

We also offer professional maintenance and rhodium plating for suitable designs. Visit our Jewellery Care guide or contact us for advice.

Can you alter or resize jewellery?

In many cases, yes. We can alter or resize some rings, chains and bangles, although the options depend on the design. Check the product description or contact us with a photograph and the size you need.

A resizing fee may apply. If we have made your jewellery to a different size from the one you ordered, we’ll put that right free of charge.

Can you reapply the black finish to my jewellery?

Yes. The black fill used to highlight lettering or detail can fade with wear. If your piece is under two months old, we’ll reapply it free of charge. After that, a paid maintenance service is available. Contact us to arrange it.

Can you replate gold-plated jewellery?

Yes. If the plating on your Morgan & French piece has worn within three months, we’ll replate it free of charge. After that, we offer a paid replating service. Contact us with your order details and a photograph so we can help.

Can I return an item if I change my mind?

Personalised jewellery and pieces made to your specifications cannot be returned simply because you change your mind.

For other eligible online purchases, tell us within 14 days of receiving your item that you want to cancel. You then have a further 14 days to send it back. You can inspect and try it on as you would in a shop; handling beyond this may affect the refund if it reduces the item’s value.

Please contact us for return instructions and package the item securely. Return postage is your responsibility for change-of-mind returns. This does not affect your rights if an item is faulty or not as described.

My jewellery is faulty or not as described. What should I do?

Please contact us with your order number, a description of the problem and photographs where possible. We’ll help arrange any return needed for inspection.

If the item is faulty or not as described, we’ll cover reasonable return postage and arrange the appropriate repair, replacement or refund in line with your consumer rights. Those rights also apply to personalised jewellery and continue beyond the first month.

Still need help? Contact the Morgan & French team and we’ll be happy to help.