Frequently Asked Questions

For a quick answer to your question, please see the most frequently asked questions by our customers. Simply click any of the questions from the FAQs list below and more information will appear below the question.

Frequently Asked Questions

  • How to do I place an order?

    You can either place an order online to complete an order or you can visit our outlet to view and place an order.

  • What happens once I have placed an online order?

    Once you have completed entering your payment details you will be redirected to order page confirming your order number and successful transaction. You will then receive an email confirmation of your order and purchase details. If you have ordered a made-to-order item then we will begin production immediately. If you have ordered an available stock item then we will then prepare your order and dispatch your products via the shipping options chosen during the checkout process. We will also send you the tracking number via email so you are made aware of the estimated delivery arrival.

  • Can I add or delete an item from my order?

    In most circumstances it is not possible to make changes to your order once you have placed it. If you would like to purchase additional products then you will be required to place a new order for these items. If you wish to remove an item then you will have to refer to our returns procedure.

    Please contact customer services by telephone if you would like further advice.

  • Can I change my delivery address?

    When placing your order you can add a different delivery address if you wish. However, if you have already placed your order and need to change details of the delivery address please call us for advice. Please be ready to quote your order number and order date. This can only be completed before your order has been dispatched.

  • My order has been cancelled, what should I do?

    In certain situations, your order may be cancelled if there are issues with your payment such as notification from your bank of fraudulent activities or low funds. In such situations we will cancel your order until you are able to settle any credit card payment issues. You will be notified my email or by phone in such circumstances.

  • Can I place a made-to-order if I am based outside the UK?

    Yes – you can place a made-to-order on any jewellery item on our website. If you wish to book a video call prior to placing the online order simply book an online appointment so we can ensure you are provided with all the information and answer any questions you may have.

    We do advise all customers placing made-to-order that you are 100% sure as once the order is received production will begin immediately and therefore the order cannot be cancelled and there is no exchange or refunds without exception.

    Once you have placed your online order you will receive notification by email with your order details. You will also receive delivery timescales. We will keep you updated on the progress of your order via email and through your My Account. Your order will arrive at our store first for inspection. Once our quality checks have satisfactorily completed, we will dispatch your order with Insurance and Tracking.

  • I wish to book a bridal consultation, what do I need to do?

    For all bridal consultations you will need to book an appointment.

    Appointments can take place by visiting our outlet or by video call. For customers who wish to visit our outlet, we will request that you bring your bridal garment so we can match your colour theme and style.

    For video bookings, we will request customers to have their bridal garments available to view during the video consultation to ensure we can match the design and colour themes.

  • Can you make a complete customised jewellery item or set?

    Yes we can – our designers can create a complete customised design from scratch to meet your specific needs. However, you will need to book an appointment.

    Appointments can take place by visiting our outlet or by video call.

  • How long does a made-to-order jewellery take?

    All new made-to-order are made from scratch and the average production time is 4-8 weeks for a full bridal set and 2-3 weeks for single or small set pieces. You will be notified by email on your due delivery date for both online and in-store customer orders which will include shipping date depending on your geographical location.

  • How much deposit do I have to pay for bespoke made-to-order?

    For customers placing bespoke made-to-order online you will be required to pay the full amount.

    For customers who place orders in-store – you will be required to make a 60% deposit to initiate the order and the remaining balance will be requested on day of collection from our outlet.


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