Q1) I've made a mistake on my order, what should I do?
If you have made a mistake on your order please call us on 020 8953 7833 immediately so that we can try to correct the issue.
Our admin office is open Mon to Fri 10am to 4pm, calls and emails outside of these hours may not be dealt with until the following working day.
Please take care when ordering as personalised items that have already been made are non refundable. Please note that we are not responsible for addresses that have been entered incorrectly at checkout, and ask that you check the address on your order confirmation, if you have not received one, please contact us asap. If your order has not been dispatched we will of course amend the address, please note we do not send out replacements or issue refunds where the address has been entered incorrectly, but wait for Royal Mail to return them to us.
Q2) I need my item by a certain date, what should I do?
If you are in the UK we offer NEXT DAY & PRIORITY delivery options.
If you are outside the UK we have an EXPRESS delivery option which is a maximum of 6 working days delivery from ordering.
Q3) What is your refund/exchange policy?
You may return any non personalised or non custom made to order item within 14 days of receipt for a refund.
Postage will only be refunded at the basic level if the full order is returned. No postage is refunded if only part of the order is returned. Any upgraded postage over and above the base level offered is non refundable.
We will deduct a handling fee (£3 for silver/gold plated and £7 for solid gold) per item from exchanges or refunds, this is for sanitising the items before we are able to re stock them. This is applicable even if the item is unworn. Please note that we do not refund the gift wrapping.
The buyer is responsible for the cost of return postage. We are not responsible for returns that have not been received back by us.
Personalised items and custom made to order items are non returnable. Some of our non personalised items are custom made to order including some of our pendants, all Initials and all St Christopher Pendants with Travellers Prayer. Please contact us before purchase if you wish to clarify if any item is eligible for return.
If you require an exchange, please note this clearly inside the packet, together with your order number and your contact number. We will use this number to call you to take payment for any difference, labour (if applicable) and postage.
All items being returned must be in their original condition and packaging.
All items are inspected before refunds or exchanges are processed.
If items or the box are received back damaged we may have to deduct a further fee. If this is the case we will contact you before proceeding.
Q4) How long will it take for me to receive my item?
Our workshop is open 7 days a week, but we only post Monday to Friday. Your item will be made and dispatched according to your chosen postal option. You can see details of the postal & dispatch options we offer here.
Q5) I have a problem with the item I received, what should I do?
If you have received the wrong item, something is missing ot there is a spelling mistake made by us, please send us an email using the contact form with your order number and the issue. We will request photos of the issue for our records before we can proceed with the replacement.
If there is a possibility that the item is faulty we may ask for images or for you to send the item back to us for inspection before an exchange is sent.
When you are returning items please ensure you include a note including your order number, full name and address and a brief explanation of the issue. This will avoid any delays when the item is received. We will advise what postage level to use when returning an item if applicable.
Q6) I haven't received my item, what should I do?
Please check your order to see the postal option that you chose. First and Second Class items including First Class Signed For options can take up to two weeks to arrive. Even though Royal Mail are very good sometimes items can get delayed, especially at busier times of the year. If two weeks have passed please contact us by clicking here or call us on 020 8953 7833. Please make sure you include or have handy your order number. Replacements for non received items will not be sent until two weeks have passed from the dispatch date.
Q7) How can I contact you?
You can contact us by clicking here or call us on 020 8953 7833 (office hours only).
Q8) Where are your items made/manufactured?
All our items are made by us to order or imported and customised by us in our UK workshop.
Q9) My item is a present for someone can I get a gift box?
All of our items come with a luxury gift box as standard.