FREQUENTLY ASKED QUESTIONS

 

Below you'll find the answers to my most Frequently Asked Questions. If you have a question that isn't answered below, please contact me and I will do my best to help.

WHICH PAYMENT METHODS DO YOU ACCEPT?

All transactions can be made using PayPal, Visa, Mastercard, ApplePay, American Express, Discovery.  For customers who order commission pieces directly from me, I accept payment via PayPal, all major debit and credit cards and bank transfers. All payment options will be included in the invoice for commission pieces. If you are having any issues with your payment, please do not hesitate to contact me and I will do my best to help you.

Items will be shipped 2-3 working days after payment has cleared. Please note that items will not be shipped until payment has been received in full and cleared.

DO YOU OFFER GIFT CARDS?

Currently I do not offer Gift Cards, but I'm always open to suggestions. If you have any special requests, please contact me and I will do my best to help.

WHAT IS YOUR RETURN POLICY?

I hope that you will be very happy with your purchases, but if you are not, please contact me within 14 working days of receiving your item. I will do my best to resolve the problem as quickly as possible. If you have simply changed your mind about your purchase (which I hope won't happen) a refund can only be given if the item is returned in sale condition.

Refunds will be paid, via the original payment method, within 14 days of me receiving the returned item or evidence that the item has been shipped and will include the cost of the item and the original shipping cost. Return postage and any charges made by customs on international orders are non-refundable.

Please note that earrings (for hygiene reasons) and customised/ bespoke pieces are non-refundable unless there is a fault with the item.

POSTAGE AND PACKAGING

Items will be shipped 2-3 working days after payment has cleared. Please note that items will not be shipped until payment has been received in full and cleared. If you are having any issues with your payment, please do not hesitate to contact me and I will do my best to help you.

All items come in a black velveteen back marked with the Atlantic Rose logo inside a black gift box and thenare packed carefully in a rigid postal box before shipping. This is to ensure that the gift box and the jewellery arrive in perfect condition.

Atlantic Rose ships worldwide with Royal Mail. All deliveries within the UK will be sent by Special Delivery. This insures your items while they are in transit.  All International purchases will be sent by Royal Mail Tracked and Signed for, which automatically insures packages up to a value of £250. International purchases that are over £250 will be sent by Parcelforce Worldwide. 

Once your purchase has been shipped, I will contact you to let you know that it is on its way, complete with tracking number for all tracked and special deliveries.

Please ensure your shipping address is correct. I cannot be held responsible for any items shipped to the wrong address if it isn't.   

I love the idea that my jewellery might one day be winging its way off to some far flung exotic place, but please note that if you are a customer from outside the UK, you are responsible for any charges/ duty/ taxes incurred at Customs.

Postage costs include: shipping cost + packaging materials. I am not trying make a profit on postage so I will always try to keep this as low as possible.

If you have any queries about postage, please do not hesitate to contact me.

DO YOU DO REPAIRS?

I am happy to repair any jewellery you may have bought from me if it has become damaged or broken, as long as the damage is a result of normal wear and tear. Small repairs will be done free of charge (except for the cost of postage). If a substantial amount of work is required I will provide a quote. If you need your piece repaired, please contact me to discuss your needs. Please note that I do not provide a general jewellery repair service (i.e. I do not repair pieces I have not made myself.)

CUSTOM AND PERSONALISED ORDERS

Please go to my Commissions page for information.

HOW DO I CARE FOR MY JEWELLERY?

Silver kept out in the air, will tarnish over time. This is due to the silver oxidising. To slow this process down, keep your silver in:

  • an anti-tarnish bag (these are pouches that have been treated with an anti-tarnish substance and are available from many jewellery suppliers online); 

  • a sealed ziplock bag; 

  • in your Atlantic Rose gift box ( all Atlantic Rose jewellery boxes contain a small anti-tarnish square in the lid which will help slow the tarnishing process down).

It is also a good idea to keep your jewellery out of direct sunlight if it contains semiprecious stones or glass beads, as these are not necessarily colour fast and will eventually fade.

HOW DO I CLEAN MY JEWELLERY?

To keep your Atlantic Rose jewellery as sparkly as the day you received it, gently wash it in warm soapy water, using a very soft toothbrush if you feel it needs an extra clean. In most cases a soft polishing cloth does the job nicely.

Never scrub your jewellery (especially semiprecious stones or pearls) and do not be tempted to use an abrasive cleaner as it will scratch and damage the surface of your jewellery.

Jewellery containing pearls should not be soaked for prolonged lengths of time and should never ever be scrubbed with a toothbrush, no matter how soft the brush or how gentle the scrubbing.