FAQ

Here are some common questions we receive from customers, however if your question isn't covered please use the contact us link on the menu so we can help you

 

Where is my order?

If you purchased just a ready-to-ship item it will ship out on our next posting day, currently these days are Tuesdays & Fridays. If you purchased a made-to-order item (or a mix of made to order and ready to ship items) this will require that your ordered items be made to the specs you have chosen, this can take anywhere from 4-12 weeks depending on our current workload, but can vary throughout the year and depending on what orders are already in the production queue. Most are completed and ship out in 6-8 weeks on average. Keep an eye out for an email from us with an accurate time estimate this has the wait time as it applies to your order so don't be surprised if it varies from the time frame above, we usually send these out within a few hours of your purchase but it can take a up to a day. If you don't find this email in your inbox check your junk/spam folder.

 

How do I know if the product is made-to-order or ready-to-ship?

The majority of items on our website are made-to-order, so if you item does not have ready-to-ship in the title then it is a made to order item.

 

I don't know my size?

We have a full measuring page with diagrams to help with measuring, if you are still struggling send us an email so we can offer more personalised help.

 

I can't find a product in my size, material or style that I wanted, can you make it?

Shot answer yes! We do often make custom sizes and styles, there are some limits depending on the materials requested as to how small a piece we can make, if you can see the material elsewhere on our site then we can certainly use it to make something for you, if we don't currently have the material you want we can see if we are to source it for you. We are more than happy to try and accommodate your requests, please get in touch with us via the contact us page above.

 

I selected the wrong size when I placed the order, or want to change something?

If you notice you have selected the wrong size or other specification for your order please get in touch asap, or if you realised you need to change a measurement on your order. As long as the order hasn't gone into production we can make changes to it, please get in touch with us to discuss it.

 

Can I combine 2 or more orders?

We allow customers to combine their orders for made to order items if the orders were placed within 5 days of each other. We are unable to combine orders for ready to ship pieces unless both orders have not shipped yet.

 

Why are your production times so long?

We are a small 2 person business with many orders. Russell is the maker and he hand makes ever single order, we do not use pre-made or factory-made pieces. Some pieces can take many days to manufacture and some materials can break during production meaning the order needs to be started again.

 

Can you rush or expedite my order?

We strictly make our orders in the order they are received. This is done to make it fair on all customers and to keep our production estimates as accurate as possible.
We are asked to rush orders nearly every day, many with very good reasons for needing the item sooner, and if we were to allow people to pay extra to go to the front of the queue other customers orders will keep getting pushed back, meaning they could wait weeks or even months longer to get their order, we do not see this as fair so we do not rush orders under any circumstances, but we do apologise as we know this will cause an amount of inconvenience for some people.

 

I haven't received an order confirmation email/ response to my email/ other email I am expecting from you

Please check your spam folder, quite often emails will end up there. We always email out an order confirmation with updated production times shortly after ordering, and we respond to all emails within 24 hours, usually quicker. If you still have not received an email you were expecting from us please contact us again as it may be your initial email was not received.

 

Where are you based?

We are based in Wales, UK and our prices are in GBP.

 

Do you ship world wide?

Yes, we regularly ship orders all over the world. If you want a shipping estimate add the items to your cart and if you scroll down you'll find a shipping price estimator just enter your country and hit update.

 

Will I have to pay import/customs fees when my order arrives?

This depends on the import rules of your country and the value of your order. Unfortunately we are unable to charge these at checkout due to how much tax rules vary in each country and how complicated it is for a company to remit the tax to your country on your behalf. We recommend looking into these via your government website before ordering so you do not receive an unexpected bill.

 

How can I track my order?

If you have selected standard shipping at checkout there will be no tracking available.

If you selected a tracked option at checkout you will receive a tracking number when your order is shipped. This tracking number will work on Royal Mail until it leaves the country, once it has been received in your country it will be handed over to the shipping company there where you can continue tracking via their website. Alternatively, we recommend using a universal tracking method as it will pull tracking information from all parties.

 

How long will shipping take?

This varies depends on country, delivery method and customs clearance, here are some average shipping times so you have an idea how long your order will take to arrive after it has been dispatched:

UK - 1-5 working days

Europe- 5-14 working days and up to 21 working days at busier times.

US- 7-15 working days and up to 28 working days at busier times.

Rest of world- 10-18 working days and up to 28 working days at busier times.


Please note we are seeing extended times in Europe at the moment due to customs clearance.

 

There is a problem with my order, it arrived broken/damaged, or something is missing?

If you have a issue with your order please get in touch with us as soon as you receive it. Make sure to keep all packaging as this maybe needed for a claim from the postal carrier. We may also ask you for photographs.

 

Can I return my order?

Due to strict Health and Safety laws regarding the sale of body jewellery we can only accept returns in certain circumstances. Please see our terms & conditions for more information.

 

Do you offer wholesale?

We offer wholesale on a limited selection of items. Due to the cost and time involved in handmaking each piece we are unable to offer wholesale on stone, glass, and wood. If you are interested in signing up for a wholesale website please contact us using the contact us page on the website for more information.