FAQs

Delivery

Our jewellery is made to order. Please refer to the individual item description for estimated delivery times. However, please be aware some delays may occur owing to circumstances beyond our control.

We carefully inspect and photograph every piece to ensure there is no damage present before shipping. Each item comes housed in a Simon Wright Jewellery box. All orders are carefully packaged with additional cushioning where required.

All orders are sent by Royal Mail Special Delivery and once dispatched will usually arrive the next working day before 1PM. We will inform you as to the expected dispatch and delivery date when we process your order. Once the parcel is dispatched for delivery we will send you your tracking number.

Please ensure that you accurately enter in your shipping address when checking out. Orders shipped to incorrect addresses will not be refunded but can be reshipped at the expense of the customer if it is returned to us.

For security reasons, we are only able to deliver to the billing address registered with your credit or debit card.

We currently do not offer shipping outside of the UK.

Cancellations & Returns

When you order jewellery from our website we will create a unique piece of jewellery. Each piece is individually manufactured to order, as such we are unable to cancel orders once they have been placed.

All items are non-returnable and non-refundable unless faulty. Please note that earrings are non-returnable for reasons of hygiene and safety.

Returning Faulty Items

In the unlikely event that you believe your item has a defect, please let us know within 7 days of delivery. If your item develops a noticeable problem at any time, just get in touch and we’ll help you find a solution.

To return a faulty item please contact studio@sw-jewllery.com for further information.

Please note that we are not liable for any other jeweller’s work. A faulty jewellery item corrected by another jeweller voids any warranty.

Payment

We accept all major debit and credit cards (except American Express).

All transactions on our site are conducted through a third party credit card processing company called Stripe.

Stripe is a respectable, trusted and established company that provides secure methods of making payments across the Internet. Stripe uses SSL (Secure Socket Layer) technology to ensure that all transactions are secure. Transactions using Secure Socket Layer are encrypted – that means that anyone trying to intercept this encrypted information is presented with a series of letters and numbers that make no sense and have no bearing on your credit card details.

When you purchase items from us you can be sure that your credit card and personal details are processed securely by Stripe. As a customer, you do not have to register your details with Stripe before purchasing items from us.

Our site operates as any other webshop you may have used; you add the desired items to your “shopping cart” and then proceed to the “checkout” where you will be asked to enter your credit card details and a delivery address. The amount for the items are debited from your credit card by Stripe who then deposits the funds into our bank account.

Because we use Stripe, we do not receive your credit card or bank account details. All we receive is details of the items you have purchased and your delivery address.

Cleaning & Care

A well cared for piece of jewellery could last you a lifetime. Your piece of jewellery is individual, but as a general guide:

• Gently rub gold and silver jewellery with a soft, clean cloth to maximise the shine.

• Jewellery set with gems can be brought to life by careful cleaning with a soft brush and soapy water, or with a proprietary jewellery cleaning solution.

• Don't use abrasive cleaners on jewellery.

• You can use silver 'dip' type cleaners on most silver jewellery - but rinse and dry them thoroughly. Don't use silver 'dip' type cleaning solutions on gold jewellery, only special jewellery cleaners.

• If you are in any doubt (particularly with delicate items such as pearls) please get in touch and we will help you find the best solution.

General Care

Jewellery is delicate so it is important to take care with it:

• Take your jewellery off if you’re involved in any activity which could knock or damage it.

• Take it off when you go to bed.

• Keep it well away from chemicals, especially chlorine. If it does come into contact with chemicals, rinse it in water immediately.

• Bathe and apply any lotions or perfumes before you put your jewellery on.

• Keep jewellery carefully stored and separated - not jumbled together in a draw. Keep chains fastened so that they don't get tangled up.