Frequently Asked Questions

Can I exchange if I order the wrong size?

Unfortunately, I am unable to refund or exchange made-to-order rings where the customer has given the incorrect size, however, please reach out before ordering if you’re unsure. When ordering a simple gold band I can send a couple of copper samples first so please let me know if you require this complimentary service.

Care instructions

Silver by its very nature will tarnish over time. Each piece of jewellery is sent with a small anti-tarnish tab to keep in the box with your jewellery when it is not being worn; however, if it does start to dull then a shop-bought silver polishing cloth will bring the shine back.

To keep the matt finish on your jewellery you can use a very fine brillo pad.

Do not swim, shower or use detergents when wearing jewellery containing stones. Stones each have a number on the MOH's scale which relates to their hardness with diamond at 10 and Amber and Pearl towards the bottom. These can be slightly porous and become damaged when they come into contact with chemicals.

For items that have a patina added please note that this will fade with wear.

I am pleased to now be able to offer lifetime maintenance on your jewellery. Click on the heading titled 'lifetime maintenance' for more information.

Will my item be hallmarked?

I am registered with both Birmingham and London assay office.
All items of silver over 7.78g and gold over 1g will be hallmarked according to British hallmarking regulations. This is per item. For example a pair of cufflinks are classed as two items and therefore are not legally required to be hallmarked unless each cufflink exceeds 7.78g silver.

I have chosen to hallmark many of my lower weight items for buyer reassurance, although don't be put off by items not hallmarked.

What is a hallmark?

Contrary to popular belief '925' is NOT a hallmark.

A hallmark consists of three compulsory marks. These are made up of the sponsors mark (in my case ELF), the standard mark (925 for silver) and the assay office mark (ie anchor for Birmingham or leopard for London). Please note that a 925 mark alone is NOT proof of authenticity but can be added to items that fall below the 7.78g threshold where a legal mark isn't required.

It's illegal to sell un-hallmarked silver over this weight so always be sure of what you're buying.

Silver threshold is 7.78g and gold is 1g.

For more information on hallmarking visit

Postage and shipping methods

I aim to ship orders within 3 working days of cleared payment (with the exception of made-to-order and custom orders).

UK - All orders are sent via Special Delivery.

USA - Royal Mail International tracked and signed. The usual shipping time is 2-3 weeks.

Buyers are responsible for any custom and import taxes that may apply.

Orders will be shipped to your paypal address unless otherwise stated.

Unfortunately in addition to custom orders I am also unable to offer refunds or exchanges in earrings for hygiene reasons.

Lost or missing shipment

All items posted within the UK are sent via Royal Mail signed for or special delivery to limit any chance of missing post. Please be aware that a signature will be required on delivery.

Royal mail will not class your package as missing and claims can not be processed until 2 weeks has lapsed; however please contact me via Etsy in the first instance if you believe your parcel to be missing and I will do what I can to help.

All items are sent via Royal Mail International tracked and signed to limit the chance missing post. Delivery usually takes 2-3 weeks but please allow 5 weeks for delivery before Royal Mail will deem the parcel lost.

Please allow longer shipping times during busy holiday periods.

Refunds and exchanges

In accordance with distance selling laws, you have 14 days to request a refund/exchange with a further 14 days to get the item back to me.
Purchaser to pay return postage. Item will be refunded in full once it has been returned unworn, in original packaging and in a resalable condition. It is recommended that you choose the same recorded postage method as was used to send to you. I can not be held responsible for missing returns.

Where an item is faulty, return postage will also be refunded.

Earrings are exempt from refund/exchange due to hygiene reasons, or at my discretion where ear wires can be replaced.

Made to order, personalised and/or bespoke commissions are non refundable.

I ordered the wrong size! What now?

As a small business I don't have large stocks of precious metal, therefore gold rings in particular are made to order.
If you're unsure of your size and aren't able to get sized properly at a jewellers then I can send you a ring sizer (or in some instances a selection of copper samples).
Please let me know at time of ordering if this is your intention.

Custom and personalised designs

If you are interested in discussing a commission please note I have a 6-8 week lead time from finalisation of design and a 50% deposit is required up front before work can commence.
See the Custom page for more information and to get in touch.

Please also be aware that I am unable to work to someone else's design.

My package says delivered but I don't have it!

I send all items with tracking to limit missing post, however there are some occasions whereby Royal Mail may mark something as delivered without requesting a customer signature to limit contact. If you think this is the case please start by checking that it's not been left in a safe place or taken in by someone else.

Royal Mail uses GPS on the delivery scanner so is able to determine whether the parcel has been delivered or not. If the fault lies with the delivery service then a full refund will be issued once liability has been admitted/police report of theft filed.

Lifetime maintenance

Buying online can feel like a bit of a gamble, so I'm pleased to offer complimentary lifetime maintenance. Knowing your jewellery will get its annual service is one less thing for you to worry about. Just message me after your first year of purchase and I will book your piece in for a clean, polish, and stone check where necessary. Leaving your treasured piece looking like new! You can then choose to sign up for annual reminders should you wish.

* Maximum one service a year and customer to pay postage

** Any major repairs necessary due to damaged/missing stones may incur a charge which will be discussed in advance.

Can you melt down my old jewellery

Unfortunately, this isn't a service I offer. The labour involved in melting and reworking metal can often be more expensive than using 'fresh' clean metal. The metal has to be tested for its purity, then more pure metal is added to balance out the contamination from the solder within the jewellery. It is then melted together and rolled, a lengthy laborious process which would be prohibitive on silver jewellery. Unless the jewellery is of 18ct gold or above (or of huge sentimental value) then it is almost always cheaper to start from clean metal.

Take a look at Emily Lisbeth Jewellery packaging