How can we help?
Popular questions
How do I track my order?
Open your order in My Account for its status, tracking reference and delivery updates. Emails and SMS depend on your preferences and enabled services; not every timeline event sends a notification.
Which payment methods do you accept?
Use the methods currently shown at checkout. Manual proof uploads require staff verification; online payments can need provider confirmation. An order number alone does not confirm payment.
My payment failed but money was deducted.
Check your existing order and contact support with its number and the transaction reference before paying again. Reversals and settlement times depend on the provider; no fixed automatic reversal period is guaranteed.
How long does delivery take?
Use the address-specific estimate at checkout and on your order. A window stated as days after dispatch does not include payment review or preparation time. Courier conditions may affect estimates.
What is your return and exchange policy?
After delivery, use the item-level return/exchange request on your order. Report issues within 7 days where possible and keep packaging. Staff review eligibility, including hygiene-sensitive items, and provide instructions. Read Shipping & Returns for refund calculation and follow-up options.
Is your jewellery real gold or silver?
Read the specific item description for materials and plating. Colour does not establish solid gold, silver or gemstone purity. Ask for clarification before purchase when a material or certification detail is missing.
How do I keep plated jewellery shiny?
- Put it on after perfume, lotion and hair spray.
- Keep it away from water and sweat.
- Wipe it with a soft dry cloth after wearing.
- Store each piece separately in its pouch.
An item is out of stock. Will it come back?
Many pieces are restocked, but some drops are limited and sell out for good. Add the piece to your Wishlist to find it quickly, or ask us in chat whether a restock is planned.