Frequently Asked Questions
Looking to place an order but have a question?
Can I personalise an item at a later date?
Of course, some of our personalised jewellery items including necklaces, bangles and rings can be purchased blank for personalisations to be added at a future date.
Can I leave a message with an order?
If you wish to leave us a message with your order you can do so in the customer comments box at checkout.
Can I have my jewellery item made in solid 18ct gold?
Certainly, our range has expanded into fine jewellery and we can produce many of our designs in 18ct gold. If you cannot find a gold listing for the desired piece, please email us at email@example.com to obtain a quote. Please allow time for us to get back to you with a quote and planning in advance of the deadline is advised.
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, then this item is not likely available on a speedy turnaround. Items sent on a three-day turnaround will be delivered via a special delivery service.
Do you accept bespoke commissions/ adaptions of current designs?
Yes, we sometimes accept bespoke commissions at certain times of the year. Pre Christmas, Valentine’s Day, Mother’s Day is less likely but feel free to email us a photo/ brief to firstname.lastname@example.org
Have a question about delivery?
How long will my personalised jewellery order take?
Our products are handmade therefore depending on the design, production times vary. Please see the individual product page for the estimated arrival date. Many of our popular designs can be upgraded to our three (working) day express service at an additional cost. Please feel assured that if you select our three-day express option on the product page your order will arrive within 3 working days. The dates on the website will not update automatically after selecting three-day delivery.
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 https://www.gls-italy.com/it/servizi-per-destinatari/ricerca-spedizione We have heard that on occasion, some lazy posties don’t always leave a delivery card if the item is too big to fit through the post box they will usually return it to the depot or leave it in a safe place. If the item is not received by the confirmed date, please check with the local depot. Very occasionally items may be delayed by postal services, particularly during peak times such as Christmas, Valentine’s Day etc. Please be assured we will dispatch the item in time but unfortunately have no control or are able to influence the postal system in any way. Please be patient if this is the case and keep tracking the item via the GLS website.
Can't find the answer to your question? Check out our delivery information page.
Have a question about an existing order
Can I cancel an order?
Once an order is placed online it will proceed to our workshop shortly after. We usually require you to get in touch within a few hours of ordering, especially during peak times. It is advised that any cancellations need to be made before the order enters the workshop.
There is a problem with my purchase
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 can be returned if they are in their original packaging within 30 days.
My order has arrived but it is faulty, what do I need to do?
Our handmade products all pass through quality control. Should your purchase be faulty and not get picked up by quality control please let us know within 8 working days.
The hand stamping on my necklace looks slightly different to my friends or family’s necklace. Why is that?
Each item is individually handmade in the PASINI GIOIELLI GROUP, in owr farm. The beauty of our jewellery is that the personalisation is hand stamped rather than machine engraved, because of this there are sometimes subtle differences between individual stamping styles. Although we try to match the stamping as closely to the product image as possible any irregularities should be appreciated as part of a bespoke design. This allows the handmade quality of the piece to shine through. Unlike engraving, which removes metal to achieve inscription, hand stamping simply displaces it so the weight of the item does not change.
There is a spelling error with my item, what can be done to rectify this?
Eeek! Unfortunately, as all of our jewellery is hand stamped there is occasionally marginal room for human error. Although we take extra care with every piece of jewellery, on very rare occasions a spelling error can occur. If this does happen, we ask for a photo to be sent to us at email@example.com and we will reply with an error returns label. Please print and pop the item to us in the post. The good news is, we will work really hard to turnaround the item in less than a week from the date we receive it.
Where is the Hallmark on my necklace?
All our silver jewellery items are Assay standard and Hallmarked when over the required 7.8 grams. The silver we use is 925 sterling silver, so you can feel assured that the silver we use is of the highest quality. All solid gold items are hallmarked and certified by Assay. The hallmark should be found on the large hoop of your necklace and can be found on the inside edge of the ring.
The rings are not sitting in the right order on my Family Names necklace, what can be done?
The good news is this problem is easily fixed. Simply remove the pendant from the necklace chain and move the rings around the jump-ring which holds them together into the correct order. The rings can sometimes muddle in transit.
Can't find the answer to your question? Check out our returns information page.
Alterations & Jewellery Maintenance
I have ordered the wrong size ring, chain or bangle, can these be altered?
We’re more than happy to see if we can rectify the size here in our workshop. Our jeweller will need to see an image of your item, so please email your images and instructions for rework to firstname.lastname@example.org and we will get back to you with a quote. If an incorrect chain length has been ordered and the chain is unworn, please return the chain to our workshop address with your order details, including telephone number and the correct chain length required. We will arrange a refund or additional payment if necessary.
The gold plate on my item has worn off, what can I do?
If the gold plating on your piece of jewellery has started to wear off and it was purchased more than three months ago, unfortunately, as advised in the product description, this can be the nature of gold plating. We do advise that gold-plating/rose gold plating is a finish and this can wear away over time. It can be affected by elements such as exposure to water, heat, chlorine, chemicals found in body products/perfumes etc. and different skin types. We are happy to re-plate gold plated items if the gold has worn away within the first three months of purchasing however beyond this time there is a € 35,00 re-plating charge. To avoid continual re-plating 9ct pure gold is the best option.
My silver item has begun to tarnish, what can I do?
Unfortunately, as advised in the product description, 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 following link to our maintenance service to proceed with purchasing our jewellery maintenance service here Please follow the ‘caring for silver jewellery’ instructions on the jewellery maintenance service page
Please click here to purchase our maintenance or re-plating service or email us at email@example.com if the item was purchased less than three months ago.
Can I add another personalised ring to my necklace?
Of course, we would be happy to add another hand stamped ring to your existing piece of jewellery. Please email us a photo and we can advise on a price.
Can't find the answer to your question above? Contact Support
I've called and left a message/ emailed but nobody's got back to me yet. When can I expect a reply?
Our office opening hours are Monday to Friday 9 am - 5 pm, excluding bank holidays. If you're calling outside of those times, please leave us a voicemail and we'll get back to you at the first opportunity. If you email us, we'll also get back to you as soon as we can.