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Policies & FAQ

Payment

You can pay by credit or debit card at checkout, or by logging into your existing paypal account. You'll receive an email letting you know your order was received.

Shipping

UK CUSTOMERS

£5 - Royal Mail Special Delivery Guaranteed, 1-2 days

Free shipping on orders over £100

INTERNATIONAL CUSTOMERS

£10 - Royal Mail International Tracked and Signed, 3-12 days

Free shipping on orders over £200

Please note: International orders may incur import charges as per the laws of that state / country and are the customer’s responsibility. 

Despatch Times

All jewellery in the "Ready-Made" section is in stock and will ship within 5 days. All other items shown as Made-to-Order will take up to 15 days to ship. If your order contains both types I will wait and ship all items together - if you would like them shipped separately please contact me to arrange.

Despatch times are not guaranteed but if any delay occurs out of my control I will email you to keep you updated. If you are ordering for a special occasion please feel free to add a note at check out with the date required and of course I will do my best to help meet your deadline.

Tracking & Insurance

All orders over £25 are shipped with tracking and insurance. You will be sent a tracking number when your order has shipped. Please be aware that the level of tracking can depend on your country's postal system and how often they scan an item.

If your parcel does not arrive within the specified timeframe please use the tracking to determine the last known location and make an enquiry to your post office. If your item has not arrived after 30 days please contact me and I will investigate.


Materials & Hallmarking

All Toilworn jewellery is made from .925 Sterling Silver as standard and gold upon request. All jewellery is hallmarked as per UK law, the hallmark is a series of stamped impressions which look like the below image.
Toilworn Hallmarking

TRS - Maker's Mark, unique to me // Lion - Traditional symbol for Sterling Silver (optional mark) // 925 - for Sterling Silver // Anchor - Birmingham Assay Office mark // Year Date Letter - represents the year the item was made (optional mark)

Some small items make hallmarking impractical, these include stud earrings. Items will only bypass hallmarking if they are both small and come under the statutory hallmarking weight minimum.

Natural gemstones vary in colour and shape, each is unique and is chosen at the time from my stock when the piece is made. No two stones are identical.


Custom Orders

If you have a special request, for an item in gold or a particular gemstone please get in touch via the contact form. Custom items are exempt from the returns policy.

Ring Sizing

See the dedicated Ring Sizing page here.

If you order a ring and require the size change I can resize for a nominal fee. Please use the contact page to get in touch.


Returns

I have every confidence that you will be delighted with your jewels because I take immense pride in their creation and finish, but in the event that you are not entirely happy I will do everything in my power to make it right, so ask that you contact me if you have any concerns after receiving your order. You also have the right to return your items, without questions, within 14 days of receipt for a full refund, granted that they are in their original condition. Please use the contact form to request return instructions. Please do not attempt to return items without instructions. A recorded delivery method is required for returns and the return cost is the customer’s responsibility.

Cancellations

To cancel an order before it has shipped please use the contact form to request the cancellation. You will receive a confirmation email and be issued a refund within 7 working days. Custom, one-off and sale items are not eligible for cancellations or returns. Any item not eligible for return will clearly state so on its product page or custom quotation.

Care

Caring for your jewellery is easy, be gentle, do not submerge in water for long periods and remove when washing hands, or applying skin care creams or oils which could affect stones. The black patina will eventually wear away revealing a brighter silver beneath. I enjoy this process but if you would like the patina restored just get in touch.


Repairs

If your jewellery has been damaged in any way, accidentally or through wear and tear I will gladly re-finish and revive it free of charge. If a stone is missing there will be a charge to replace it but I will quote for this before going ahead. Use the contact page to get in touch and I’ll send you instructions on how to return it to me.

Policies updated 21st Mar 2017


FAQ

There's a piece my heart desires but I would like a different stone, is this possible?

Totally! I have many stones in my collection and am able to source lots of types in different sizes and cuts. Let me know what you're after and I'll see what I can do.


I've got my eye on a piece but I need it in gold!

I can do that too! Please let me know what you'd like custom made using the contact page.


I've seen a custom or One-of-a-Kind piece that's sold, can you make me the same piece?

One-of-a-Kind pieces are just that, and the fact there is none identical adds to their beauty. However I can make you something similar but uniquely yours. Drop me a line to let me know what you'd like.

 


Use the contact form to get in touch about any of the above or if you have any questions not addressed here.