Below are the questions we are asked most often about fine jewellery. If yours is not here, email us at [[EMAIL-ADDRESS]].
How long does delivery take?
The delivery time that applies to your order is on the Shipping policy page. That is the figure that counts; we do not state a different one here.
What does shipping cost?
Shipping costs are on the Shipping policy page and are shown again with the order total before you pay.
Can I track my order?
Yes. As soon as your parcel is handed to the carrier you receive an email with a tracking number.
Can I still change or cancel my order?
As long as the order has not been prepared for shipping, yes. Email us as soon as you can with your order number at [[EMAIL-ADDRESS]].
Can I return an item?
Yes. How to start a return and who pays the return postage is on the Refund policy page.
My item arrived damaged. What now?
Email us within a reasonable time at [[EMAIL-ADDRESS]] with your order number and a photo of the item and the packaging. We will sort it out.
Which payment methods can I use?
You will see the available payment methods at the last step of checkout. We show them only there, so that no logo ever appears for a method you cannot actually choose.
Where are you based?
Our full company details — legal entity, address and company number — are on the Company details page.
How do I reach customer service?
By email, at [[EMAIL-ADDRESS]]. We are reachable Monday to Friday from 9:00 to 17:00 and usually reply within 1-2 business days.