I’ve placed an order online but need to speak with someone about it/ I’ve got a question I need answered before I place my order through your website. How do I get in touch?

You can either email me on Hello@ethicaljewellery.org.uk or give me a call on +44(0)7521370351, if I am unable to answer please leave a voicemail and I will get back to you as soon as possible.

I’ve called and left a message/ emailed but nobody’s got back to me yet. When can I expect a reply?

I always endeavour to get back to my customers within 1 working day, however sometime voicemails can be unclear or people forget to leave contact details so please feel free to drop me a follow up email at 
Hello@ethicaljewellery.org.uk if you are concerned that you have not heard back from me.

How long will my personalised jewellery order take?

Most of my products are handmade to order therefore depending on the design, production times vary. Please see the individual product page for an estimated arrival dates. Many of my popular designs can be upgraded to a three (working) day express service at an additional cost.

“Exclusive” designs are one off creations are “in stock”, these will be dispatched within 2 working days unless otherwise stated.

Can I return/exchange my item?

Goods that are personalised, bespoke or made-to-order to your specific requirements are non-refundable, unless faulty. All other items (except earrings for hygiene reasons) can be returned if they are in their original packaging and arrive back at the studio within 30 days of purchase.

Can I cancel an order?

Once an order is placed online it will usually proceed into the workshop the following day. It is advised that any cancellations need to be made before the order enters the workshop.

Can I have my jewellery item made in solid gold?

All items are custom made and as such most of them can be created a variety of metals including sterling silver, 9ct gold, 14ct gold, white gold and rose gold. If you would like to order a custom item please use the form found on the Contact Me page or email me at Hello@ethicaljewellery.org.uk

I will always provide you with a quote for your bespoke item to be approved before starting production.

If your item is a gift or time sensitive, please advise me of the date for which you require the item, so I ensure your order can be accommodated.

Gemstone and pearl designs can also be made in custom colours or with different stones, love a necklace but want it in sapphire, peridot, diamond or something else? – no problem, use the Contact Me  form or  email me at hello@ethicaljewellery.org.uk and I swill be happy to provide you with a quote for your custom piece.

All custom order designs remain the property of Ecosse Eclat Jewellery and as such I reserve the right to release the design for general sale unless stated otherwise.

My item has not arrived on time, what should I do?

Once an order has been dispatched via Royal Mail you should receive a confirmation shipping email.

Your order can be tracked here http://www.royalmail.com/ 

If the item is not received by the confirmed date, please check with the local Royal Mail depot. Very occasionally items may be delayed by postal services, particularly during peak times such as Christmas, Valentine’s Day etc. Please be assured I will dispatch the item in time but unfortunately have no control over the postal system in any way. Please be patient if this is the case and keep tracking the item via the Royal Mail website.

I have ordered the incorrect sized ring, chain or bangle, can these be altered?

In most cases items can be resize in our workshop, if your item is the wrong size and requires altering contact me at 
hello@ethicaljewellery.org.uk providing a detailed description and/or photo of your problem and I will get back to you with how best I can help.

There may be a small charge for resizing/altering items.

I need an item urgently, what can I do?

If an item is required urgently, please look out for our three working day delivery option on the product page. If there is no option on the product page feel free to contact me using the Contact Us form or via 
hello@ethicaljewellery.org.uk with the subject title ‘Urgent Order’ and I will do my best to fulfil your requirements.

My jewellery item looks different to my friends/family members. Why is that?

Every item at Ecosse Eclat Jewellery is individually handmade which makes every item I sell a tiny bit unique, I do not use moulds or jigs for any items, I do endeavour to create a uniform look across items but small differences may occur between items such as pairs earrings or precious gemstones as these are natural and can be subject to tonal changes between stones. Any irregularities should be appreciated as part of a bespoke design.

Where is the Hallmark on my necklace?

All silver jewellery items are Assay standard and Hallmarked when the required. The silver I use is 925 sterling silver and purchased from controlled suppliers in the UK, so you can feel assured that the silver I use is of highest quality.

All solid gold items are hallmarked and certified by Assay. All gold is purchased in the UK from controlled and audited suppliers and is of the utmost quality.

My silver item has begun to tarnish, what can I do?

Unfortunately, silver can be affected by elements such as exposure to water, heat, chlorine, chemicals found in body products/perfumes etc. and different skin types, especially during the summer months.

Please follow the ‘caring for silver jewellery’ instructions in the FREE Jewellery care guide you receive when signing up to my newsletter. If you haven’t signed up you can do so HERE and you are free to unsubscribe at any time.

Guarantee

All products are guaranteed for 12 months from purchase, any faulty items will be replaced or repaired free of charge during this period. 

Do you accept bespoke commissions/ adaptions of current designs?

Yes, I accept bespoke commissions, feel free to email a photo/ brief of what you would like so I can work with you to produce your perfect item.

I will develop your design based on your brief and provide a quote before proceeding with production. Contact Me using the Contact Me form or by emailing me at hello@ethicaljewellery.org.uk 

Technical difficulties?

I recommend that you have the latest version of your operating system e.g. Windows, OSX and browser e.g. Chrome, Safari, Firefox, Internet Explorer. If you are still experiencing issues or find any broken links or missing pages, then please contact me at hello@ethicaljewellery.org.uk

How do I contact Ecosse Eclat Jewellery?

The best way to contact me is via email on hello@ethicaljewellery.org.uk