Frequently Asked Questions
IS YOUR JEWELLERY SOLID SILVER AND IS IT HALLMARKED?
All jewellery is designed and handmade by me using solid sterling silver (925) and some pieces are decorated with 9ct gold. My pieces are stamped with my maker’s mark if size allows and hallmarking is undertaken at the London Assay Office. It will state clearly in the description whether a piece is hallmarked or not. The hallmarking process does take approximately 10-14 days for pieces made to order. Therefore, if hallmarking is not important to you and you would prefer to get your jewellery more quickly, please let me know.
WHAT IS YOUR MAKER’S MARK?
My maker’s mark is AxW and is a stamp that is exclusively registered to me by the Assay Office. I stamp my pieces before I send my pieces for hallmarking and indicate where I would like them to place the hallmark. The Assay Office always tests each piece as being genuine sterling silver/gold before hallmarking, thus giving a guarantee to your purchase.
Pieces under 7.78g in weight are not required by law to be hallmarked.
WILL EVERY PIECE BE THE SAME?
Due to the nature of my designs, no two pieces of jewellery will be exactly the same. Each piece made will be based on the one shown with the same thicknesses and weight of silver, but due to being handmade, will not be an exact replica due to the unique naturally occurring finishes I use.
ALTERNATIVE SIZES
Although most of my jewellery featured is of a similar size, I am more than happy to make smaller or larger pieces as requested and will try to get your order to you as soon as humanly possible. I would suggest that you take a measurement from an existing piece of jewellery for me to work by. Please get in touch for advice if necessary.
RING SIZES
I use UK ring sizing and offer full standard sizes K – Z online. If you are uncertain of the size of ring you require please call into your local jewellers to be measured. Alternatively you can download the very clever ‘Ring Sizer from Jason Withers’ App on your phone and measure an existing ring.
If you are ordering a ring with a larger width than 7mm then I will adjust the sizing accordingly, as a deep band width will often require a larger ring size. Please note that there will be an additional nominal charge to alter the ring size from the one ordered.
HOW DO I PAY?
Payments are made during checkout and I accept all major credit or debit cards, PayPal and Apple Pay.
HOW DO I KNOW WHEN MY ORDER HAS BEEN RECEIVED?
Once you place an order an order confirmation notification will be sent to the email address you provided.
CAN ORDERS BE DELIVERED TO A DIFFERENT ADDRESS TO MY OWN?
Yes. Simply enter the shipping address you would like your order delivered to during checkout, and in the payment section under Billing Address, uncheck the box that says ‘use shipping address‘.
HOW LONG WILL MY ORDER TAKE?
Pieces in stock will be sent out within 2-3 working days. Items made to order should be delivered within 28 days of order. If an item is not in stock or there is a delay, I will notify you via email in the first instance. If you would like to know if an item is in stock before you buy, please get in touch.
HOW DO I Know When My Order Has Been Dispatched?
Once your order has been dispatched an order dispatched notification will be sent to the email address you provided.
HOW IS MY JEWELLERY DELIVERED?
All pieces are sent by Royal Mail Signed For® 1st Class for UK addresses. Postage to the UK is free of charge. If you are ordering from outside the UK, please select the appropriate shipping option for your country and this will be applied at checkout. Please contact me if your country is not listed.
I accept no liability for when Royal Mail fails to deliver but will do my best to trace all parcels if necessary, although, to date, I have never had the need to do so.
HOW IS MY JEWELLERY PACKAGED?
Your jewellery will arrive suitably packaged for its safe and secure arrival through Royal Mail. If you have selected Gift Wrapping at checkout then your jewellery will arrive beautifully gift wrapped ready to be given direct to the recipient.
HOW DO I GET AN ITEM CUSTOMISED?
Please email me to discuss any variations or special requests. I will always try to respond to messages as soon as possible.
HOW CAN I RETURN OR EXCHANGE AN UNWANTED ITEM THAT WAS PURCHASED FROM YOU?
Pieces may be returned for a full refund within 3 working days of receipt, unworn and as new in the original packaging. A suitable alternative or alteration will be offered at this time but, if this is not suitable, I will give you a refund. After these 3 working days has lapsed, a credit note for the value of the piece, but not postage, will be given. Pieces made specifically to commission cannot be returned for refund due to their individual nature but I will endeavour to ensure that the piece fits correctly.
I also sell vouchers that you may like to consider if you are unsure of your purchase.
HOW DO I KEEP MY JEWELLERY CLEAN?
Foil textured pieces can be scrubbed using a new suede brush, washing-up liquid and running water. Always protect any polished smooth areas and gold features with masking tape. For all other pieces, a silver polishing cloth can be used.
Do not let your jewellery come into contact with household detergents, undiluted or strong solutions or other chemical products and take care when spraying perfume and hairspray.
HOW DO I RECEIVE A GIFT CARD?
When you purchase a gift card you will have a choice of two ways for it to be delivered:
Email to Recipient - The recipient will receive an email with the gift card message and code.
Email to You the Purchaser - You will receive an email with the gift card details, which you can print.
How Do I Create A Customer Account?
There are two ways to create a customer account - during checkout, or by clicking the Sign In button on the website and clicking ‘Create account’.
I have Forgotten My Password?
No problem. Simply click ‘Forgot Password?’ and enter your email address, and a Reset Password notification will be sent to your email address.
Can I change my email address?
Currently, it is not possible to change the email address associated with your customer account. But feel free to create a new account.
Still have questions…
Please get in contact. I am happy to help.