FAQ

(:1f4e6:) What are your delivery options? (UK)

We offer Free Shipping throughout the UK. We ship orders either on the day of purchase, or on the next working day. Royal Mail can take between 2 to 7 working days to deliver your package. All packages are tracked, and we will email you the tracking number once the item is ready to be shipped. Additionally, Royal Mail will contact you once the package is ready for delivery.

Should you need your item quicker, we offer expedited delivery for £3 a package. Royal Mail aims to delivery these within 1 to 3 working days (excluding Sundays and Bank Holidays).

(:1f30d:) What are your international delivery options?

We deliver to any country that Royal Mail can deliver to! This includes pretty much the entire planet. If you have any questions regarding specific countries, please get in touch with us at hello@onebyonejewellery.co.uk.

We aim to send all international parcels with tracking numbers, and you can view the status of these online, through both Royal Mail and your own country's postal service tracking page.

Prices vary per country, depending on region and Royal Mail's (fairly regular) price increases. Your postage price will be clearly shown upon checkout.

The length of time that it takes to get your package of course will vary depending on where you live. Our European customers can expect their items within 5-7 working days. For our customers in the USA, Canada and Australia, shipping times may take significantly longer, depending on the time of year. We usually say that delivery within 5-10 working days is the norm, but this of course is not a guarantee.

(:1f4bb:) How can I track my order?

We send tracking information automatically to your email address, once your item has been picked up by Royal Mail. If you haven't received this email, it is likely because a) it's in your spam folder, or b) you might have incorrectly typed in your email address when placing your order. If that has happened, please email us at hello@onebyonejewellery.co.uk, and we will fix that ASAP.

(:1f4e9:) Can my delivery address be different from my billing address?

Absolutely! Just please make sure to tick "my billing address is different from my delivery address" during checkout. Our system starts by asking for your delivery address, as most of our customers have the same delivery and billing addresses. So if that's different, just let us know, and then proceed!

(:1f627:) Oh no! I forgot to add my coupon code/write a gift tag/[insert something here]!

Not to worry! Just email us at hello@onebyonejewellery.co.uk or call us at +44 808 189 4033 and we will sort it out ASAP.

(:1f61e:) What is your exchange/return policy? (UK)

We offer returns and exchanges for up to 30 days after your purchase. This includes earrings, but please, please, please do not put them on before you decide to return them. We know buying jewellery online isn't easy. You can be sure that the photographs we use on our website are the actual items we sell, but of course they are zoomed in so you can see detail. As a result, items might be bigger or smaller in real life than you expect, and we understand this!

To initiate a return, just email us at returns@onebyonejewellery.co.uk. We'll email you a link to our Royal Mail returns portal, where you can create and print off a free return label. Stick it on the box your order came in, and send it right back to us, by dropping it off at your nearest Post Office. Once we get it, we'll either refund your original payment method, or ship out an exchange or replacement.

Just a quick heads up, we process returns every Saturday, so we appreciate your patience while waiting for your refund until the weekend. Don't worry, we will always return your money well within the statutory period of 14 days from receipt of your item.

(:1f61e 1f30d:) What about international returns and exchanges?

Much like our domestic orders, we are happy to refund or exchange unwanted items. However, we ask that you cover the return shipping back to us. We recommend that you send it back with a tracking number, so that your package can be traced in the event of a delay. If you are exchanging an item, we are happy to cover the shipping to you for the exchanged item, once the we receive your return.

(:1f494:) Help, my item has broken! What can I do?

We carefully select every piece we sell for durability and quality, and we stand behind each item we sell. Every item comes with a one-year no-hassle warranty: we will repair, replace or refund every item that is faulty within one year of purchase. Get in touch with us at hello@onebyonejewellery.co.uk or at +44 808 189 4033 to make a warranty claim.

(:1f527:) Do you undertake jewellery repairs or engraving?

At present, we are not set up to do jewellery repairs or engrave items, whether purchased from us or elsewhere. However, all of our items come with standard parts, which are easily repaired or can be engraved by your local high-street jeweller.

(:1f4de:) Can I place an order over the phone?

We are happy to take orders over the phone. Just give us a call on +44 808 189 4033. Please have your credit or debit card ready when placing your order. Also, please make note of the SKU code that can be found on the item's product page that you wish to order. We can then take your order and payment over the phone, the same as you would do online.

(:1f4b3:) Which payment methods do you accept?

We accept all major credit and debit cards, as well as Apple Pay and Paypal. Unfortunately, we cannot take payment in cash, cheque or via bank transfer.

(:1f381:) How will my order be packaged?

We provide contemporary, eco-friendly packaging with every order. Orders that are not marked as gifts will arrive in a dust pouch encased in a hand-wrapped card box for protection. If you tick that the item is a gift, we will include a gift bag, as well as a personalised gift tag, written with the text that you provide when placing your order.

All orders will be sent with packing slips, which do NOT mention price, so you can send your orders directly to your recipients with confidence, that they will not know the price of the item, but will know who it came from!

(:1f4cf:) How can I find out my ring size?

We would be happy to send you a free ring sizer in the mail, which you can use to measure your finger, and figure out your exact ring size. Just send us a request at hello@onebyonejewellery.co.uk

(:1f48e:) What is your jewellery made from?

Almost all of our items are .925 Sterling Silver. This means it contains 92.5% silver, and 7.5% other metals - in our case, copper. This is so that the item gains strength and shape, perfect for every day wearing. Fine Silver (99.9%) bends and warps over time, due to silver's malleability.

All of our jewellery comes clearly stamped or hallmarked with the metal used in construction. We are registered with The Assay Office in London (The Goldsmiths' Company, sponsor's mark OBO). Sterling silver items that weigh less than 7.78 grams are exempt from hallmark requirements. All of these items that we sell have .925 clearly stamped on them. All of our items above 7.78 grams are clearly hallmarked.

We treat our silver with a finishing coat that gives each item its final colour, and prevents silver from doing what it normally does - tarnishing. Our silver-coloured items are all treated with a rhodium finish. This is the same metal that is used to give white gold its rich, distinctive colour and depth, which is why many of our customers have compared the shine of our items to that of white gold.

Our yellow- and rose-gold coloured items are finished with a 14kt gold vermeil overlay. This is a coating of gold a few microns thick, that bonds to the silver and gives its piece its distinct colour, while protecting the silver underneath from tarnishing.

Our items that have stones are all comprised of high-quality cubic zirconias or crystals, hand selected and set in place in order to shimmer and shine.

(:1f48d:) How do I care for my jewellery?

We are firm believers that jewellery should be the last thing you put on and the first thing you take off. The less you expose your jewellery to liquids or chemicals (water, soap, perfume, and yes, your sweat), the longer it will stay brilliant and shining.

Definitely avoid spraying your jewellery directly with perfume, and remove your items before you shower. Avoid working out with earrings on (this is also advised for safety reasons), and don't do the washing up while wearing your rings.

Clean your jewellery gently with a lint-free cloth in order to remove dulling residues.

One last, extremely important tip - never use silver cleaner on our items. Each item comes with a rhodium or gold vermeil finish, precisely to add shine and protect the silver below from tarnishing. A silver cleaner will first remove this protective coating, and then expose the item beneath to air. The result of which will be more tarnishing, and more cleaning!

(:1f4f1:) How can I get in touch with you?

Email us at hello@onebyonejewellery.co.uk. Or call +44 808 189 4033