Frequently asked questions
Quick answers about ordering, delivery, returns, payment and our jewellery.
How long does delivery take?
Orders are prepared within 1–2 business days. Delivery inside the EU typically takes 3–5 business days after dispatch; wider Europe may take 5–8 business days.
How much does shipping cost?
Shipping is calculated at checkout based on your delivery country. Orders above the free-shipping threshold shown in the announcement bar ship free. The exact amount is always shown before you pay.
How do I track my order?
When your parcel is dispatched we email a tracking link. You can also open the order under Account to see its status and tracking.
Can I return an item?
Yes. Consumers in the EU have a 14-day right of withdrawal. Items must be unworn and in their original condition. Start the return from your order page; see the Returns page for the full policy.
What are your pieces made of?
We use recycled sterling silver and 14k gold plating over stainless steel, with nickel-free finishes. Care instructions are included with every order — see the Materials and Care pages for details.
Will the gold colour fade?
Gold-tone pieces carry a two-year colour-retention guarantee. Follow the care guide (avoid perfume, water and abrasives) to keep the finish looking new.
Which payment methods do you accept?
You can pay by card, iDEAL, Klarna and PayPal where available. The methods shown at checkout depend on your country. Card details are handled by our payment provider — we never store full card numbers.
How do I attach a charm?
Open the clip, slide it onto the chain or cord, then close it until it clicks. Charms can be swapped at any time — see the How charms attach page for step-by-step photos.
How do I contact support?
Use the Support page to open a ticket; signed-in customers can also track replies there. We usually reply within one working day.