How can we help?
Guides for everything from placing an order to getting a refund. Most answers take a minute to read.
Ordering & payment
- How to place an orderFrom bag to confirmation in five steps. No account needed.
- Payment methods and securityWhich cards we take, and how your payment is protected.
- My payment failed or was declinedWhat to try, and whether you've been charged.
- Change or cancel an orderHow to change your address or items, or cancel, before it ships.
- Sending a giftGift notes, prices and delivery to someone else.
Shipping & delivery
- Delivery times and costsHow long it takes, what it costs, and when it's free.
- Duties, taxes and customsWhether you'll pay anything when your parcel arrives.
- Track your orderFour ways to see where your order is, without digging through email.
- Tracking isn't updatingWhy tracking goes quiet, and when to contact us.
- My parcel is late or lostWhat we do if your order hasn't arrived.
- I entered the wrong addressHow to fix a delivery address.
- I missed the deliveryWhat happens when nobody's home.
Returns & refunds
- How to return a pieceStep by step, from asking for a return to getting your refund.
- When will I get my refund?How long refunds take to reach you.
- My piece arrived faulty or damagedWhat to do, and what we'll do.
- I received the wrong itemHow we fix a mix-up.
- A piece irritated my skinWhat to do if fashion jewellery doesn't agree with you.