Frequently Asked Questions
Shipping & Delivery
What delivery options do you offer (Premium / Signature / White-Glove)?
We offer Premium Delivery as standard. For select destinations and high-value orders, we can arrange Signature Delivery or White-Glove delivery for a more tailored handover.
Do you ship internationally?
Yes, we ship internationally to most destinations. If your country isn’t available at checkout, message us and we’ll confirm options.
How long does delivery take?
Delivery times vary by destination and item availability. In-stock pieces dispatch promptly, and delivery is typically completed within a few business days after dispatch, depending on your location.
Is delivery insured and tracked?
Yes. All shipments are tracked, and high-value deliveries are handled with appropriate insurance and secure courier services.
Do I have to pay duties/taxes on international orders?
Duties and taxes depend on your country’s import rules. If applicable, these fees are usually charged by customs upon arrival. If you want an estimate before purchasing, message us with your destination.
Can my delivery be discreet (no branding on the box)?
Yes. We can arrange discreet packaging on request, with no external branding. Add a note at checkout or message us after ordering.
Do you offer timed delivery or in-person hand delivery for high-value orders?
For select locations and high-value pieces, yes. We can arrange timed delivery and, where available, a more personal handover. Contact us with your postcode and the item for confirmation.
What happens if a package is delayed or missed?
If there’s a delay or missed delivery attempt, we’ll work directly with the courier to resolve it quickly and keep you updated until it’s safely delivered.
Returns & Exchanges
What is your returns window?
We accept returns within 14 days of delivery, provided the piece is eligible and returned in its original condition.
What condition must items be in to be eligible for return?
Items must be unworn, unaltered, and in original condition, returned with all packaging, tags (if applicable), and any documentation included.
Are earrings eligible for return?
For hygiene reasons, earrings are only eligible for return if they are unworn and returned in their original, intact condition. If you’re unsure before purchasing, message us first.
Are bespoke/custom pieces returnable?
Bespoke and custom pieces are final sale, as they are made specifically for you. If there is a craftsmanship issue, we will support you through our aftercare process.
How do exchanges work?
Exchanges are available within the returns window, subject to eligibility and stock availability. Once your return is approved, we’ll help you secure the replacement piece.
How do I start a return?
Message us with your order number and the reason for the return. We’ll confirm eligibility and provide return instructions.
When will I receive my refund?
Refunds are issued after the item is received and inspected. Once processed, your bank may take 5–10 business days to reflect the funds.
Authenticity & Documentation
How do you verify authenticity?
Every watch is vetted through a strict verification process before it’s listed and again before dispatch. We work only with trusted sources and check key identifiers, condition, and consistency to ensure authenticity and client confidence.
Do watches come with original box/papers?
Where available, watches include the original box and papers. If a piece is offered without them, it will be clearly stated on the product page.
Are your watches pre-owned, unworn, or both?
We offer both. Each listing clearly states whether a piece is pre-owned or unworn, along with its condition and what’s included.
What documentation is included with jewellery?
Jewellery includes relevant documentation such as a proof of purchase and care guidance, plus any certificates or specifications provided for that specific piece.
Do you provide valuation/appraisal documents?
Valuations can be provided on request for insurance purposes, depending on the piece. Message us with what you need and we’ll confirm what can be arranged.
Do you offer a mechanical inspection/service check before shipping?
Yes. Watches are checked prior to dispatch to confirm condition and functionality. If you’d like a specific request noted before shipping, contact us and we’ll advise.
Payments
What payment methods do you accept?
We accept major debit and credit cards, plus any additional payment options shown at checkout. For high-value purchases, bank transfer is also available.
Is checkout secure?
Yes. Checkout is encrypted and processed through secure payment providers to protect your personal and payment information.
Do you accept bank transfer for high-value orders?
Yes. Bank transfer is available for high-value orders. Contact us and we’ll provide the details and confirm the next steps.
Do you offer split payments (50/50) or instalments?
No. At this time, we don’t offer split payments or instalment plans.
Can I pay using multiple cards or split payment methods?
In many cases, yes. If you’d like to split payment across cards or methods, contact us before checkout and we’ll arrange it.
Do you offer invoices/receipts for accounting or gifting?
Yes. Receipts are provided with every order, and invoices can be issued on request for accounting or gifting purposes.
Orders
Can I cancel or change my order?
If your order hasn’t been processed or dispatched yet, we’ll do our best to accommodate changes. Once dispatched, changes may not be possible.
How do I track my order?
As soon as your order ships, you’ll receive tracking details so you can follow delivery from dispatch to arrival.
Can I update my delivery address after ordering?
If the order hasn’t shipped, yes. Contact us immediately with your order number and the updated address.
Do you offer gift receipts?
Yes. Gift receipts are available on request and do not display pricing.
How do I contact you quickly about an order?
The fastest way is WhatsApp. Share your order number and we’ll assist as quickly as possible.
Product & Craftsmanship
What materials do you use (gold karat, platinum, diamonds, gemstones)?
We work with premium materials including gold, diamonds, and carefully selected gemstones. Each product page lists the exact specifications for that piece.
Are your pieces handmade?
Our pieces are crafted with a blend of artisanal workmanship and precision-led techniques to achieve exceptional detail, finish, and consistency.
How do I choose the right size (rings/bracelets/chains)?
Use the sizing guidance on the product page. If you’re unsure, message us and we’ll help you choose the right fit before you order.
Can I request a different length/size before dispatch?
In many cases, yes. Contact us immediately after ordering and we’ll confirm what adjustments are possible for your piece.
Will the piece look exactly like the photos? (natural variation)
We photograph pieces to reflect true detail and finish. Natural stones and handcrafted elements may show subtle variations, which are part of what makes each piece unique.
Can you customize an existing piece from a collection?
Yes, select pieces can be customized. Message us what you’d like to change and we’ll advise options, pricing, and timeline.
Bespoke & Commissions
How does the bespoke process work?
We begin with a consultation to understand your vision, budget, and timeline. Then we move into design, confirmation, and production, keeping you updated from concept to final delivery.
What is the minimum deposit and timeline?
Minimum deposits start from £450, with typical timelines ranging from 2–6 weeks, depending on complexity and materials.
Can I use my own design or reference?
Yes. You can bring a sketch, photo, or inspiration and we’ll translate it into a refined, wearable design that fits your style.
Can you source specific stones or watch references?
Yes. We can source specific stones and select watch references upon request, subject to availability, verification, and confirmation.
How do approvals and revisions work?
You’ll review and approve the design before production begins. Revisions are handled during the design stage to ensure the final piece aligns with your vision.
What happens if I need my piece by a specific date?
Share your deadline upfront. If it’s achievable, we’ll confirm a timeline and prioritize accordingly. If not, we’ll recommend the closest alternatives.
Who owns the design once created?
Bespoke designs are created for you. Any exclusivity or reproduction terms are confirmed clearly during the commission process.
Care & Aftercare
How do I care for my jewellery?
Treat your pieces with care: avoid harsh chemicals, remove before intense activity, and clean gently with a soft cloth. For deeper cleaning, contact us for guidance based on your materials and stones.
Do you offer resizing, polishing, repairs?
Yes. We offer aftercare services including resizing, polishing, and repairs, depending on the piece and its construction. Message us with photos and we’ll advise the best next step.
What does your warranty cover?
Our warranty covers manufacturing faults under normal wear. It does not cover accidental damage, misuse, loss, or third-party alterations.
How should I store high-value pieces?
Store pieces separately to prevent scratching, ideally in their original packaging or a dedicated case. For high-value collections, secure storage such as a safe is recommended.
Frequently Asked Questions
Shipping & Delivery
What delivery options do you offer (Premium / Signature / White-Glove)?
We offer Premium Delivery as standard. For select destinations and high-value orders, we can arrange Signature Delivery or White-Glove delivery for a more tailored handover.
Do you ship internationally?
Yes, we ship internationally to most destinations. If your country isn’t available at checkout, message us and we’ll confirm options.
How long does delivery take?
Delivery times vary by destination and item availability. In-stock pieces dispatch promptly, and delivery is typically completed within a few business days after dispatch, depending on your location.
Is delivery insured and tracked?
Yes. All shipments are tracked, and high-value deliveries are handled with appropriate insurance and secure courier services.
Do I have to pay duties/taxes on international orders?
Duties and taxes depend on your country’s import rules. If applicable, these fees are usually charged by customs upon arrival. If you want an estimate before purchasing, message us with your destination.
Can my delivery be discreet (no branding on the box)?
Yes. We can arrange discreet packaging on request, with no external branding. Add a note at checkout or message us after ordering.
Do you offer timed delivery or in-person hand delivery for high-value orders?
For select locations and high-value pieces, yes. We can arrange timed delivery and, where available, a more personal handover. Contact us with your postcode and the item for confirmation.
What happens if a package is delayed or missed?
If there’s a delay or missed delivery attempt, we’ll work directly with the courier to resolve it quickly and keep you updated until it’s safely delivered.
Returns & Exchanges
What is your returns window?
We accept returns within 14 days of delivery, provided the piece is eligible and returned in its original condition.
What condition must items be in to be eligible for return?
Items must be unworn, unaltered, and in original condition, returned with all packaging, tags (if applicable), and any documentation included.
Are earrings eligible for return?
Absolutely! We never test on animals, and most of our products are 100% vegan. If a product contains ethically sourced beeswax or honey, it will be clearly noted.
We are committed to using only the finest plant-based ingredients and sustainable alternatives to animal-derived components. Our formulations are carefully developed to ensure they align with cruelty-free and vegan principles while maintaining high performance and effectiveness.
Are bespoke/custom pieces returnable?
Absolutely! We never test on animals, and most of our products are 100% vegan. If a product contains ethically sourced beeswax or honey, it will be clearly noted.
We are committed to using only the finest plant-based ingredients and sustainable alternatives to animal-derived components. Our formulations are carefully developed to ensure they align with cruelty-free and vegan principles while maintaining high performance and effectiveness.
How do exchanges work?
Absolutely! We never test on animals, and most of our products are 100% vegan. If a product contains ethically sourced beeswax or honey, it will be clearly noted.
We are committed to using only the finest plant-based ingredients and sustainable alternatives to animal-derived components. Our formulations are carefully developed to ensure they align with cruelty-free and vegan principles while maintaining high performance and effectiveness.
How do I start a return?
Absolutely! We never test on animals, and most of our products are 100% vegan. If a product contains ethically sourced beeswax or honey, it will be clearly noted.
We are committed to using only the finest plant-based ingredients and sustainable alternatives to animal-derived components. Our formulations are carefully developed to ensure they align with cruelty-free and vegan principles while maintaining high performance and effectiveness.
When will I receive my refund?
Absolutely! We never test on animals, and most of our products are 100% vegan. If a product contains ethically sourced beeswax or honey, it will be clearly noted.
We are committed to using only the finest plant-based ingredients and sustainable alternatives to animal-derived components. Our formulations are carefully developed to ensure they align with cruelty-free and vegan principles while maintaining high performance and effectiveness.
Authenticity & Documentation
How do you verify authenticity?
Yes! Our products are formulated for all skin types, including sensitive skin. We use gentle, non-irritating ingredients that work in harmony with your skin’s natural balance.
Each formula is dermatologically tested and free from harsh chemicals, making it suitable even for those with delicate or reactive skin. Whether you have dry, oily, combination, or sensitive skin, our products are designed to nourish, hydrate, and protect while maintaining a healthy complexion.
Do watches come with original box/papers?
Yes! Our products are formulated for all skin types, including sensitive skin. We use gentle, non-irritating ingredients that work in harmony with your skin’s natural balance.
Each formula is dermatologically tested and free from harsh chemicals, making it suitable even for those with delicate or reactive skin. Whether you have dry, oily, combination, or sensitive skin, our products are designed to nourish, hydrate, and protect while maintaining a healthy complexion.
Are your watches pre-owned, unworn, or both?
Yes! Our products are formulated for all skin types, including sensitive skin. We use gentle, non-irritating ingredients that work in harmony with your skin’s natural balance.
Each formula is dermatologically tested and free from harsh chemicals, making it suitable even for those with delicate or reactive skin. Whether you have dry, oily, combination, or sensitive skin, our products are designed to nourish, hydrate, and protect while maintaining a healthy complexion.
What documentation is included with jewellery?
Yes! Our products are formulated for all skin types, including sensitive skin. We use gentle, non-irritating ingredients that work in harmony with your skin’s natural balance.
Each formula is dermatologically tested and free from harsh chemicals, making it suitable even for those with delicate or reactive skin. Whether you have dry, oily, combination, or sensitive skin, our products are designed to nourish, hydrate, and protect while maintaining a healthy complexion.
Do you provide valuation/appraisal documents?
To ensure longevity and maintain the product’s efficacy, store them in a cool, dry place away from direct sunlight and heat. Avoid dipping fingers directly into jars to prevent contamination, and always keep lids securely closed.
Do you offer a mechanical inspection/service check before shipping?
Our natural skincare products generally remain effective for 6 to 12 months. To achieve optimal results, always refer to the packaging for exact expiration dates and ensure they are used within the suggested timeframe.
Payments
What payment methods do you accept?
Yes! Our products are formulated for all skin types, including sensitive skin. We use gentle, non-irritating ingredients that work in harmony with your skin’s natural balance.
Each formula is dermatologically tested and free from harsh chemicals, making it suitable even for those with delicate or reactive skin. Whether you have dry, oily, combination, or sensitive skin, our products are designed to nourish, hydrate, and protect while maintaining a healthy complexion.
Is checkout secure?
Yes! Our products are formulated for all skin types, including sensitive skin. We use gentle, non-irritating ingredients that work in harmony with your skin’s natural balance.
Each formula is dermatologically tested and free from harsh chemicals, making it suitable even for those with delicate or reactive skin. Whether you have dry, oily, combination, or sensitive skin, our products are designed to nourish, hydrate, and protect while maintaining a healthy complexion.
Do you accept bank transfer for high-value orders?
Yes! Our products are formulated for all skin types, including sensitive skin. We use gentle, non-irritating ingredients that work in harmony with your skin’s natural balance.
Each formula is dermatologically tested and free from harsh chemicals, making it suitable even for those with delicate or reactive skin. Whether you have dry, oily, combination, or sensitive skin, our products are designed to nourish, hydrate, and protect while maintaining a healthy complexion.
Do you offer split payments (50/50) or instalments?
Yes! Our products are formulated for all skin types, including sensitive skin. We use gentle, non-irritating ingredients that work in harmony with your skin’s natural balance.
Each formula is dermatologically tested and free from harsh chemicals, making it suitable even for those with delicate or reactive skin. Whether you have dry, oily, combination, or sensitive skin, our products are designed to nourish, hydrate, and protect while maintaining a healthy complexion.
Can I pay using multiple cards or split payment methods?
To ensure longevity and maintain the product’s efficacy, store them in a cool, dry place away from direct sunlight and heat. Avoid dipping fingers directly into jars to prevent contamination, and always keep lids securely closed.
Do you offer invoices/receipts for accounting or gifting?
Our natural skincare products generally remain effective for 6 to 12 months. To achieve optimal results, always refer to the packaging for exact expiration dates and ensure they are used within the suggested timeframe.
Orders
Can I cancel or change my order?
Yes! Our products are formulated for all skin types, including sensitive skin. We use gentle, non-irritating ingredients that work in harmony with your skin’s natural balance.
Each formula is dermatologically tested and free from harsh chemicals, making it suitable even for those with delicate or reactive skin. Whether you have dry, oily, combination, or sensitive skin, our products are designed to nourish, hydrate, and protect while maintaining a healthy complexion.
How do I track my order?
Yes! Our products are formulated for all skin types, including sensitive skin. We use gentle, non-irritating ingredients that work in harmony with your skin’s natural balance.
Each formula is dermatologically tested and free from harsh chemicals, making it suitable even for those with delicate or reactive skin. Whether you have dry, oily, combination, or sensitive skin, our products are designed to nourish, hydrate, and protect while maintaining a healthy complexion.
Can I update my delivery address after ordering?
Yes! Our products are formulated for all skin types, including sensitive skin. We use gentle, non-irritating ingredients that work in harmony with your skin’s natural balance.
Each formula is dermatologically tested and free from harsh chemicals, making it suitable even for those with delicate or reactive skin. Whether you have dry, oily, combination, or sensitive skin, our products are designed to nourish, hydrate, and protect while maintaining a healthy complexion.
Do you offer gift receipts?
Yes! Our products are formulated for all skin types, including sensitive skin. We use gentle, non-irritating ingredients that work in harmony with your skin’s natural balance.
Each formula is dermatologically tested and free from harsh chemicals, making it suitable even for those with delicate or reactive skin. Whether you have dry, oily, combination, or sensitive skin, our products are designed to nourish, hydrate, and protect while maintaining a healthy complexion.
How do I contact you quickly about an order?
To ensure longevity and maintain the product’s efficacy, store them in a cool, dry place away from direct sunlight and heat. Avoid dipping fingers directly into jars to prevent contamination, and always keep lids securely closed.
Product & Craftsmanship
What materials do you use (gold karat, platinum, diamonds, gemstones)?
Yes! Our products are formulated for all skin types, including sensitive skin. We use gentle, non-irritating ingredients that work in harmony with your skin’s natural balance.
Each formula is dermatologically tested and free from harsh chemicals, making it suitable even for those with delicate or reactive skin. Whether you have dry, oily, combination, or sensitive skin, our products are designed to nourish, hydrate, and protect while maintaining a healthy complexion.
Are your pieces handmade?
Yes! Our products are formulated for all skin types, including sensitive skin. We use gentle, non-irritating ingredients that work in harmony with your skin’s natural balance.
Each formula is dermatologically tested and free from harsh chemicals, making it suitable even for those with delicate or reactive skin. Whether you have dry, oily, combination, or sensitive skin, our products are designed to nourish, hydrate, and protect while maintaining a healthy complexion.
How do I choose the right size (rings/bracelets/chains)?
Yes! Our products are formulated for all skin types, including sensitive skin. We use gentle, non-irritating ingredients that work in harmony with your skin’s natural balance.
Each formula is dermatologically tested and free from harsh chemicals, making it suitable even for those with delicate or reactive skin. Whether you have dry, oily, combination, or sensitive skin, our products are designed to nourish, hydrate, and protect while maintaining a healthy complexion.
Can I request a different length/size before dispatch?
Yes! Our products are formulated for all skin types, including sensitive skin. We use gentle, non-irritating ingredients that work in harmony with your skin’s natural balance.
Each formula is dermatologically tested and free from harsh chemicals, making it suitable even for those with delicate or reactive skin. Whether you have dry, oily, combination, or sensitive skin, our products are designed to nourish, hydrate, and protect while maintaining a healthy complexion.
Will the piece look exactly like the photos? (natural variation)
To ensure longevity and maintain the product’s efficacy, store them in a cool, dry place away from direct sunlight and heat. Avoid dipping fingers directly into jars to prevent contamination, and always keep lids securely closed.
Can you customize an existing piece from a collection?
Our natural skincare products generally remain effective for 6 to 12 months. To achieve optimal results, always refer to the packaging for exact expiration dates and ensure they are used within the suggested timeframe.
Bespoke & Commissions
How does the bespoke process work?
Yes! Our products are formulated for all skin types, including sensitive skin. We use gentle, non-irritating ingredients that work in harmony with your skin’s natural balance.
Each formula is dermatologically tested and free from harsh chemicals, making it suitable even for those with delicate or reactive skin. Whether you have dry, oily, combination, or sensitive skin, our products are designed to nourish, hydrate, and protect while maintaining a healthy complexion.
What is the minimum deposit and timeline?
Yes! Our products are formulated for all skin types, including sensitive skin. We use gentle, non-irritating ingredients that work in harmony with your skin’s natural balance.
Each formula is dermatologically tested and free from harsh chemicals, making it suitable even for those with delicate or reactive skin. Whether you have dry, oily, combination, or sensitive skin, our products are designed to nourish, hydrate, and protect while maintaining a healthy complexion.
Can I use my own design or reference?
Yes! Our products are formulated for all skin types, including sensitive skin. We use gentle, non-irritating ingredients that work in harmony with your skin’s natural balance.
Each formula is dermatologically tested and free from harsh chemicals, making it suitable even for those with delicate or reactive skin. Whether you have dry, oily, combination, or sensitive skin, our products are designed to nourish, hydrate, and protect while maintaining a healthy complexion.
Can you source specific stones or watch references?
Yes! Our products are formulated for all skin types, including sensitive skin. We use gentle, non-irritating ingredients that work in harmony with your skin’s natural balance.
Each formula is dermatologically tested and free from harsh chemicals, making it suitable even for those with delicate or reactive skin. Whether you have dry, oily, combination, or sensitive skin, our products are designed to nourish, hydrate, and protect while maintaining a healthy complexion.
How do approvals and revisions work?
To ensure longevity and maintain the product’s efficacy, store them in a cool, dry place away from direct sunlight and heat. Avoid dipping fingers directly into jars to prevent contamination, and always keep lids securely closed.
What happens if I need my piece by a specific date?
Our natural skincare products generally remain effective for 6 to 12 months. To achieve optimal results, always refer to the packaging for exact expiration dates and ensure they are used within the suggested timeframe.
Who owns the design once created?
Our natural skincare products generally remain effective for 6 to 12 months. To achieve optimal results, always refer to the packaging for exact expiration dates and ensure they are used within the suggested timeframe.
Care & Aftercare
How do I care for my jewellery?
Yes! Our products are formulated for all skin types, including sensitive skin. We use gentle, non-irritating ingredients that work in harmony with your skin’s natural balance.
Each formula is dermatologically tested and free from harsh chemicals, making it suitable even for those with delicate or reactive skin. Whether you have dry, oily, combination, or sensitive skin, our products are designed to nourish, hydrate, and protect while maintaining a healthy complexion.
Do you offer resizing, polishing, repairs?
Yes! Our products are formulated for all skin types, including sensitive skin. We use gentle, non-irritating ingredients that work in harmony with your skin’s natural balance.
Each formula is dermatologically tested and free from harsh chemicals, making it suitable even for those with delicate or reactive skin. Whether you have dry, oily, combination, or sensitive skin, our products are designed to nourish, hydrate, and protect while maintaining a healthy complexion.
What does your warranty cover?
Yes! Our products are formulated for all skin types, including sensitive skin. We use gentle, non-irritating ingredients that work in harmony with your skin’s natural balance.
Each formula is dermatologically tested and free from harsh chemicals, making it suitable even for those with delicate or reactive skin. Whether you have dry, oily, combination, or sensitive skin, our products are designed to nourish, hydrate, and protect while maintaining a healthy complexion.
How should I store high-value pieces?
Yes! Our products are formulated for all skin types, including sensitive skin. We use gentle, non-irritating ingredients that work in harmony with your skin’s natural balance.
Each formula is dermatologically tested and free from harsh chemicals, making it suitable even for those with delicate or reactive skin. Whether you have dry, oily, combination, or sensitive skin, our products are designed to nourish, hydrate, and protect while maintaining a healthy complexion.
Frequently Asked Questions
Shipping & Delivery
What delivery options do you offer (Premium / Signature / White-Glove)?
We offer Premium Delivery as standard. For select destinations and high-value orders, we can arrange Signature Delivery or White-Glove delivery for a more tailored handover.
Do you ship internationally?
Yes, we ship internationally to most destinations. If your country isn’t available at checkout, message us and we’ll confirm options.
How long does delivery take?
Delivery times vary by destination and item availability. In-stock pieces dispatch promptly, and delivery is typically completed within a few business days after dispatch, depending on your location.
Is delivery insured and tracked?
Yes. All shipments are tracked, and high-value deliveries are handled with appropriate insurance and secure courier services.
Do I have to pay duties/taxes on international orders?
Duties and taxes depend on your country’s import rules. If applicable, these fees are usually charged by customs upon arrival. If you want an estimate before purchasing, message us with your destination.
Can my delivery be discreet (no branding on the box)?
Yes. We can arrange discreet packaging on request, with no external branding. Add a note at checkout or message us after ordering.
Do you offer timed delivery or in-person hand delivery for high-value orders?
For select locations and high-value pieces, yes. We can arrange timed delivery and, where available, a more personal handover. Contact us with your postcode and the item for confirmation.
What happens if a package is delayed or missed?
If there’s a delay or missed delivery attempt, we’ll work directly with the courier to resolve it quickly and keep you updated until it’s safely delivered.
Returns & Exchanges
What is your returns window?
We accept returns within 14 days of delivery, provided the piece is eligible and returned in its original condition.
What condition must items be in to be eligible for return?
Items must be unworn, unaltered, and in original condition, returned with all packaging, tags (if applicable), and any documentation included.
Are earrings eligible for return?
For hygiene reasons, earrings are only eligible for return if they are unworn and returned in their original, intact condition. If you’re unsure before purchasing, message us first.
Are bespoke/custom pieces returnable?
Bespoke and custom pieces are final sale, as they are made specifically for you. If there is a craftsmanship issue, we will support you through our aftercare process.
How do exchanges work?
Exchanges are available within the returns window, subject to eligibility and stock availability. Once your return is approved, we’ll help you secure the replacement piece.
How do I start a return?
Message us with your order number and the reason for the return. We’ll confirm eligibility and provide return instructions.
When will I receive my refund?
Refunds are issued after the item is received and inspected. Once processed, your bank may take 5–10 business days to reflect the funds.
Authenticity & Documentation
How do you verify authenticity?
Every watch is vetted through a strict verification process before it’s listed and again before dispatch. We work only with trusted sources and check key identifiers, condition, and consistency to ensure authenticity and client confidence.
Do watches come with original box/papers?
Where available, watches include the original box and papers. If a piece is offered without them, it will be clearly stated on the product page.
Are your watches pre-owned, unworn, or both?
We offer both. Each listing clearly states whether a piece is pre-owned or unworn, along with its condition and what’s included.
What documentation is included with jewellery?
Jewellery includes relevant documentation such as a proof of purchase and care guidance, plus any certificates or specifications provided for that specific piece.
Do you provide valuation/appraisal documents?
Valuations can be provided on request for insurance purposes, depending on the piece. Message us with what you need and we’ll confirm what can be arranged.
Do you offer a mechanical inspection/service check before shipping?
Yes. Watches are checked prior to dispatch to confirm condition and functionality. If you’d like a specific request noted before shipping, contact us and we’ll advise.
Payments
What payment methods do you accept?
We accept major debit and credit cards, plus any additional payment options shown at checkout. For high-value purchases, bank transfer is also available.
Is checkout secure?
Yes. Checkout is encrypted and processed through secure payment providers to protect your personal and payment information.
Do you accept bank transfer for high-value orders?
Yes. Bank transfer is available for high-value orders. Contact us and we’ll provide the details and confirm the next steps.
Do you offer split payments (50/50) or instalments?
No. At this time, we don’t offer split payments or instalment plans.
Can I pay using multiple cards or split payment methods?
In many cases, yes. If you’d like to split payment across cards or methods, contact us before checkout and we’ll arrange it.
Do you offer invoices/receipts for accounting or gifting?
Yes. Receipts are provided with every order, and invoices can be issued on request for accounting or gifting purposes.
Orders
Can I cancel or change my order?
If your order hasn’t been processed or dispatched yet, we’ll do our best to accommodate changes. Once dispatched, changes may not be possible.
How do I track my order?
As soon as your order ships, you’ll receive tracking details so you can follow delivery from dispatch to arrival.
Can I update my delivery address after ordering?
If the order hasn’t shipped, yes. Contact us immediately with your order number and the updated address.
Do you offer gift receipts?
Yes. Gift receipts are available on request and do not display pricing.
How do I contact you quickly about an order?
The fastest way is WhatsApp. Share your order number and we’ll assist as quickly as possible.
Product & Craftsmanship
What materials do you use (gold karat, platinum, diamonds, gemstones)?
We work with premium materials including gold, diamonds, and carefully selected gemstones. Each product page lists the exact specifications for that piece.
Are your pieces handmade?
Our pieces are crafted with a blend of artisanal workmanship and precision-led techniques to achieve exceptional detail, finish, and consistency.
How do I choose the right size (rings/bracelets/chains)?
Use the sizing guidance on the product page. If you’re unsure, message us and we’ll help you choose the right fit before you order.
Can I request a different length/size before dispatch?
In many cases, yes. Contact us immediately after ordering and we’ll confirm what adjustments are possible for your piece.
Will the piece look exactly like the photos? (natural variation)
We photograph pieces to reflect true detail and finish. Natural stones and handcrafted elements may show subtle variations, which are part of what makes each piece unique.
Can you customize an existing piece from a collection?
Yes, select pieces can be customized. Message us what you’d like to change and we’ll advise options, pricing, and timeline.
Bespoke & Commissions
How does the bespoke process work?
We begin with a consultation to understand your vision, budget, and timeline. Then we move into design, confirmation, and production, keeping you updated from concept to final delivery.
What is the minimum deposit and timeline?
Minimum deposits start from £450, with typical timelines ranging from 2–6 weeks, depending on complexity and materials.
Can I use my own design or reference?
Yes. You can bring a sketch, photo, or inspiration and we’ll translate it into a refined, wearable design that fits your style.
Can you source specific stones or watch references?
Yes. We can source specific stones and select watch references upon request, subject to availability, verification, and confirmation.
How do approvals and revisions work?
You’ll review and approve the design before production begins. Revisions are handled during the design stage to ensure the final piece aligns with your vision.
What happens if I need my piece by a specific date?
Share your deadline upfront. If it’s achievable, we’ll confirm a timeline and prioritize accordingly. If not, we’ll recommend the closest alternatives.
Who owns the design once created?
Bespoke designs are created for you. Any exclusivity or reproduction terms are confirmed clearly during the commission process.
Care & Aftercare
How do I care for my jewellery?
Treat your pieces with care: avoid harsh chemicals, remove before intense activity, and clean gently with a soft cloth. For deeper cleaning, contact us for guidance based on your materials and stones.
Do you offer resizing, polishing, repairs?
Yes. We offer aftercare services including resizing, polishing, and repairs, depending on the piece and its construction. Message us with photos and we’ll advise the best next step.
What does your warranty cover?
Our warranty covers manufacturing faults under normal wear. It does not cover accidental damage, misuse, loss, or third-party alterations.
How should I store high-value pieces?
Store pieces separately to prevent scratching, ideally in their original packaging or a dedicated case. For high-value collections, secure storage such as a safe is recommended.