Solace

If you haven&#x2019;t received your order confirmation email (check your inbox and junk/spam folders), please ensure you used the correct email address. Sometimes, if you paid via Apple Pay or Shop Pay, these apps may autofill a different email address than usual.If you need to update your email address or have spotted any errors in your order confirmation, please email us as soon as possible. Include your order number (if you have it) and as much information as possible, such as your full address, so we can locate your order and make any necessary corrections.Please note that once an order has been despatched, we are unable to amend or cancel it.

If you haven’t received your order confirmation email (check your inbox and junk/spam folders), please ensure you used the correct email address. Sometimes, if you paid via Apple Pay or Shop Pay, these apps may autofill a different email address than

I made a mistake with my email or order details. What now?

My Order

Will I receive an order confirmation?

How long does it take for my order to be sent?

Will I receive a despatch confirmation?

Can I combine, amend, or cancel my order?

My address is incorrect, can it be changed?

How is my order packaged?

I want to send someone a gift, what are my options?

Can I pay over the phone?

How much is delivery?

What service is my order sent on and how long does it take?

Can I have my order sent to an alternative address?

How can I track my order?

What should I do if my order hasn’t arrived?

I live outside of the UK, do I have to pay a customs charge?

Delivery

I have had a reaction, what should I do?

Can I return an item if I have had a reaction to it?

What other options do you have if I can’t wear Stainless Steel?

Reaction

What if an item is damaged or faulty?

The backs of my earrings are loose what can I do?

What is your lifetime warranty?

I have been sent the wrong item, what should I do?

I have only received 1 earring, what should I do?

How can I return or exchange?

When will I receive my refund?

What happens to the jewellery I return?

Returns

What’s the difference between VIP and Platinum VIP membership, and how do I sign up?

How do I earn and spend loyalty points?

Are there any restrictions when using my loyalty points?

My loyalty points code isn’t working, what can I do?

I have forgotten my password, how do I get a new one?

Loyalty

What is your jewellery made from?

Do you offer different lengths of post?

I previously saw an item on the website but now can’t find it. Will it come back in stock?

I made a mistake with my email or order details. What now?Updated 2 days ago