Frequently Asked Questions
How do I place an order?
Once you have viewed the item, you can click the ‘add to cart’ button and view the item in your shopping cart. You can either continue shopping or go to ‘view cart’ to see your order. Here you will be able to see the total value of your item(s), plus postage and packaging costs (where applicable). For faster checkout, you can pay with PayPal (if you are signed up), alternatively, you can checkout using a debit or credit card (after you've selected the Paypal button). In most instances, you will not need a PayPal account.
What happens once I’ve placed my order?
Once you have placed your order, you will receive a confirmation email detailing the item(s) you have ordered and the payment method you used. We will endeavor to process your order in 1-2 business days. Once the order has shipped, you receive a shipping confirmation email. Items are shipped using Royal Mail 1st Class postage. Total lead times are estimated at 3-5 business days from receiving your order. For more information, please refer to our shipping and returns page.
I’ve placed my order but I need to make changes.
If you need to make changes, please contact firstname.lastname@example.org as soon as possible and we’ll do what we can to amend before the item is shipped. Changes can’t be made after the item has been shipped, but you have the right to cancel and return your item(s) within 14 days of receipt, so please follow our returns process (see Shipping and Returns).
How much is Postage & Packaging?
Postage & Packaging is FREE of charge for items shipped within the UK. Items will be sent via standard 1st Class Royal Mail.
Do you offer an express delivery option?
Not at this time, the current postage and packaging offering is designed to keep these costs as low as possible for the customer. Additionally, it is not always possible to guarantee next day delivery. Present lead times from order are estimated at 3-5 working days.
How do I return unwanted items?
You have the right to notify of any unwanted items within 14 days of receipt. Please refer to the Shipping and Returns policy on the website for further information on how to return items.
I’ve noticed a fault, what should I do?
We hope that there are no problems with your order, however if you notice a fault please contact us as soon as possible, but within 30 days of receipt with details of the problem and we will look to refund or replace (if available) the item in question. More information can be found on the Shipping and Returns page.
How can I get in contact?
Please contact via email at: email@example.com
Can you make custom designs?
If you can’t quite find what you are looking for, or have something specific in mind, do get in touch and we’ll see what we can do. Please note, that if products are made to order, they may be exempt from the standard product returns policy as they are deemed a bespoke item.
Why do you not have more than one of the same item?
All the products are hand-made and as unique as possible, so they are often ‘one off’ designs and pattern combinations. If you have any special requests, please get in touch.
Can I wash any items?
In the event of any marks, first try dabbing with a damp cloth (trying not to oversaturate the item). Otherwise, it is possible to try a gentle handwash. Whilst fabrics have been pre-washed, the rope may be subject to a little shrinkage, so please bear this in mind if washing. Note: items would be non-refundable if worn/washed.
Yes, a gentle handwash cycle on your machine should be fine. All materials have been pre-washed to avoid shrinkage.
No, it is not advised that these get wet, so remove for showering etc.
What are the necklaces made of?
The necklaces use 100% cotton fabric and rope. The magnetic clasps are copper (magnet), with a metal alloy electroplated on the surface of the copper. They are lead, nickel and cadmium free. Please refer to tips for safe handling for further information. It is not advised that pacemaker wearers do not come into contact with magnets.
What Payment Methods can I use?
You can check out with most Credit or Debit Cards, or use PayPal. Click the PayPal check out button for all payment options.
What are your earrings made of?
Earrings use real leather. These are sourced as 'off cuts' which may have otherwise gone to waste for a more eco-friendly option. Earring findings are either 18k gold plated brass (gold earring hoops) or Rhodium plated brass (silver earring hoops) and are lead and nickel free.
I can't find an answer to my question.
If you can't find what you're looking for, just get in touch via firstname.lastname@example.org