FREE UK POSTAGE | FREE WORLDWIDE POSTAGE OVER £150 (excl. customs and taxes)

FAQ

What payment methods do you accept?

PayPal

Payment through the web shop is made by PayPal. You can pay simply and securely by credit or debit card through PayPal without having to open a PayPal account. I do not have access to your bank or credit card details, which are processed through PayPal’s secure server.

Credit card via Stripe payments

I collect credit card payments securely through Stripe

How do I return an item?

Returns

  • To return an item, for whatever reason, please email us within 21 days of receipt of your jewellery.  We will provide you with the returns address. You then have a further 14 days to return the item(s) to us.
  • Please package the item safely, using the original packaging if possible.  For your own protection, we recommend you use a recorded delivery service to return your parcel. We cannot accept responsibility for postage or customs fees, or for any items damaged, lost or stolen in transit.
  • You are responsible for the postage cost of returning items to us, unless the item is damaged or sent in error
  • Your refund will be processed using your original payment method.  Refunds are processed within 2 working days of receipt.  Please allow up to 5 working days for your payment to be returned to your bank account after your refund has been processed.
  • Specially commissioned or personalised jewellery cannot be returned or exchanged. Do get in touch if you have any concerns and we’ll do everything I can to make it right.

Do you accept exchanges?

Exchanges

  • Exchanges are free of charge.
  • To exchange an item, please email us within 21 days of receipt of your jewellery and let us know what you would like to exchange it for.  We will let you know if the items is in stock, and if not how long it will take to produce.  We will email you a postage label. You then have a further 14 days to return the item(s) to us.
  • Once we have received your jewellery we will invoice/ refund you for the difference in price if applicable, plus postage.
  • Please package the item safely, using the original packaging if possible.  We cannot accept responsibility for customs fees, or for any items damaged, lost or stolen in transit.
  • Specially commissioned or personalised jewellery cannot be returned or exchanged. Do get in touch if you have any concerns and we’ll do everything we can to make it right.

How long does it take to receive my jewellery?

General delivery information

  • The time it takes to prepare your jewellery for shipping varies, so to make things as clear as possible, shipping estimates are given on each product page.If you need something by a specific date, don’t hesitate to get in touch and we will do everything we can to help.
    • Once your items ships, delivery is next day by 1pm within the UK.
    • International delivery depends on your location, but is usually 2-5 working days.

Do you ship to my country?

International Shipping

How do I clean my jewellery?

Cleaning and maintenance

  • Clean your jewellery by wiping with a soft cloth after wear. Silver items can be buffed with a silver polishing cloth.
  • Put on your jewellery after applying hairspray, lotion etc as this can accelerate tarnishing.
  • Periodically, we recommend using soapy water for a deeper clean.  Here are more details on how: https://katewoodjewellery.com/2020/09/24/how-to-clean-your-beaded-jewellery/
  • If your jewellery becomes very dirty or tarnished, you can send it to us for a professional clean.  Email us to enquire further

Will my jewellery look like the picture?

My jewellery is made to order or produced in small batches from natural materials

This means that no two items are ever exactly alike, which makes each piece unique and special. However, the jewellery you receive will match the product description and photograph as closely as possible.

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