Policies & FAQ

✦ Shipping Times and Fees

✦ Despatch Times

All Ready to Ship jewellery will ship within 5 working days from ordering.

For Made to Order (MTO) and Pre-order items please allow 4-6 weeks for production.

✦ Tracking & Insurance

✦ Customs Duties and Import Taxes

Customers outside of the UK may incur customs clearance and import duties and / or VAT dependent on the order value and are payable by the person receiving the goods. Please check with your local authority to determine what rates will be applicable to you.

✦ Returns

Customer satisfaction is my upmost priority and if you encounter any issues or concerns with your purchase please contact me.

If you wish to return an item you must notify me within 14 days of receipt of your order. You must then return the item within 14 days. The items will be assessed refunded only when they have been received in their original unworn, undamaged condition including original packaging. If there is any evidence of tampering, damage or wear no refunds will be issued.

The customer is responsible for ensuring the goods are returned safely, therefore a recorded and insured delivery method is advised.

Please contact me for return instructions and do not attempt to return items without receiving these. Any goods received without a returns number will not be refunded.

✦ 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. Bespoke items are not eligible for cancellations or returns. Orders cannot be cancelled after they have shipped. See Returns above.

✦ Materials & Hallmarking

All Toilworn jewellery is made from .925 Sterling Silver and gold upon request. All jewellery is hallmarked as per UK law. Some small items make hallmarking impractical, and those under the minimum hallmarking weight may not be marked.

The UK Hallmark is a series of stamped marks applied by one of the four Assay Offices, marks detailed from left to right:

Maker's mark // Lion sterling silver symbol // 925 for sterling silver // Anchor for the Birmingham Assay // Date letter

The lion and the date letter are optional marks and not required for a full legal hallmark but something I choose to add when the item is large enough

Items weighing under the minimum weights for hallmarking (7.78g silver, 1g gold) may not be hallmarked. For more information see the hallmarking info page.

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.

✦ Ring Sizing

See the dedicated page for Ring Sizing

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.

✦ Care

In order to provide your jewellery with the best care for longevity please see the detailed Care Guide

✦ Repairs

If your jewellery has been damaged in any way, accidentally or through wear and tear I will gladly repair and revive it. There may be a charge to repair certain items or if a stone is missing. Use the contact page to get in touch and I’ll send you instructions on how to return it to me and advise any repair costs prior to going ahead.

✦ Custom Orders

If you have a special request; for an item in gold, a certain size or a particular gemstone please get in touch via the contact form. Custom items are exempt from the returns policy. A deposit may also be necessary and retained if the customer fails to pay in full within one month of the item being ready.

Use the contact form to get in touch about any of the above or if you have any remaining questions. Visit the shop to see all available jewels.

Policies updated Jan 2025