Copy of FAQs

If you have question not addressed here. Please do not hesitate to get in touch.

How long does it take to receive my order
As all pieces are handmade to order, orders can take up to 3 weeks to be dispatched. We aim to dispatch all online orders within 3-5 working days, if not quicker. If you require them for a specific date, please contact us first to make sure we can deliver within your deadline. 

PLEASE NOTE: The Royal Mail delivery time quoted is not the dispatch time - I need to make your order up before it can be dispatched. So if you choose the Special Delivery Next Day service, this does not mean the item will be dispatched next day - this is just the Royal Mail delivery option selected.

Do you use a signed for delivery service?
On the whole, yes! The Cherubs and anything under the value of £25 will be sent via normal second class post. My packaging is large letter size and so these orders should just go through the letterbox.

My rule of thumb is: for anything between £25-£150, I send via Royal Mail’s basic signed for service and then for anything between £150-£2500, I use the Special Delivery service. You will have the choice to upgrade at checkout if you wish.

How will my jewellery come packaged?
Your jewellery will come in a beautiful branded TLK Jewellery box and is ready to give as a gift. If you collect your jewellery from me, I’m happy to provide a presentation bag with tissue paper.

Can I place an order by phone?
No, orders can only be placed online or in person at our Studio. However, please feel free to contact us by email if you have any queries or require any assistance with placing your order. Please visit the contact us page for further details.

What happens if my order arrives damaged?
You can of course refuse the delivery and it should come back to me. If possible, I would really appreciate if you could let me know that you have made this decision. I can then look out for the returned packet.

If you accept the packet, then please initially take pictures as evidence. If it just the packaging that is damaged, then the contents are likely to be fine. Do check. And if they are not, take pictures and get in touch with me and we’ll sort out next steps from there. Do not throw anything away as it may be needed for evidence should a claim arise.

What if my jewellery arrives broken/damaged?
Please take pictures of the packaging and the jewellery immediately and get in touch with me straight away. Do not throw anything away as it may be needed for evidence should a claim arise.

What if my order is late or lost in the post?
If you experience a problem with the delivery of your order please contact us and we will do our best to help you trace it. We will provide you with the Royal Mail tracking number so that you can enquire about your delivery with Royal Mail. In the event of a non-delivery, we can only replace or refund the order after 20 working days when Royal Mail will confirm that the parcel is lost. We cannot be held responsible for late or lost delivery.

What if the jewellery is what not what I expected?
Get in touch with me asap if you are not happy – I’m always happy to discuss any problems and try to come to a solution.

FYI, the following will generally apply:
The jewellery can only be returned if it is not personalised - engraved or bespoke stamped items are considered personalised and so are non-refundable.

Commissions or bespoke pieces are non refundable or returnable – please see T&Cs

For hygiene reasons, we cannot accept returned pierced earrings.

Due to the personalised nature of the TLK cherubs range, we are unable to offer a refund unless the product is faulty.
Please use a Signed For service to return your product as we cannot be responsible if the product is lost in the post.  TLK will only refund return postage costs if the items are faulty.

I don’t know my ring size?
I am happy to send you a ring sizer out to help. You will find it here.

I love my new ring but it doesn’t fit!
Where a re-size is necessary, I am happy to do the first resize free of charge but will need to charge for the postage to return the ring to you. All the information will come out with your order.  Please do not hesitate to contact us for further information on getting your sizing correct.  

I want to buy a ring as a surprise but don’t know their ring size?
This is a tricky one!!! If there is anyway you can measure their finger, find a ring that fits them, any ideas would be great and something to start the ball rolling – sometimes this can be done in a playful manner by just joking about ring sizes or trying rings on ‘for fun’ The average size for a woman is size N and an average size for a gent is size T but to be honest there is no average person! We’re all very different. As long as I am able to easily resize the ring, the first sizing will be free of charge, I just ask that you cover the return postage charges. Do get in touch if you have any questions about this.

My finger size is very large, will I have to pay extra?
I charge extra for size S and above on my collection rings. For commission rings, your size will be taken into consideration in the quote provided. 

How do I care for my jewellery?

Keep Your Jewellery Clean and Dry

• Jewellery cleaning is important to restore shine and remove any oils or dirt build-up. But if you’re cleaning a gold necklace or cleaning pearl earrings, you may need to use different tools for different materials
• To maintain your pieces, remember a few things:
• Many jewellery types can be cleaned with warm water and a mild dish soap. Be careful to use a gentle cloth or toothbrush for cleaning, especially with soft gems like pearls that are easy to scratch.
• Avoid any cleaning products not specifically designed for jewellery. Many cleaners can contain harsh chemicals that can damage gems or metals. I advise against silver dips and creams as they tend to strip the silver making them tarnish quicker.
• Put water into a separate bowl to rinse jewellery rather than over the sink, where it’s easy to lose a piece down the drain.
• Dry with soft paper towel and you could also try a silver cloth to keep them looking shiny.
  
  Keep It Out of the Gym and Spa
• As a general rule, if you’re going to swim, sweat, or steam, don’t bring your jewellery with you. It’s common for people to keep a pair of earrings on in the pool or wear a ring in the shower. But moisture, as well as the pool chlorine, (and even the pH of your sweat) can discolour your jewellery. Additionally, it provides plenty of opportunities for your favourite items to get lost or broken. Here are some ideas:
• Keep a small cloth jewellery bag in your gym or swim bag to have a safe place to store your jewellery before workouts.
• Place a ring bowl by the bathroom sink to remind you to remove your jewellery before showering or washing your hands.
• Wear your pieces only during dry activities and dry places—that means taking them off when gardening, cooking, playing sports, and cleaning.
  
  Avoid Contact with Lotion or Perfume
  Precious metals, coloured gems, and pearls are very sensitive to chemicals. That can include reacting to your skin type as well as the products you put on your skin. If you’re applying perfume, make sure to do so before putting on your jewellery rather than spritzing afterwards. The same goes for any sort of makeup setting spray, lotion, or skin refreshing spray. Here are some things to keep in mind:
  
• Be careful, especially of pearls and porous gems—they can have permanent surface damage from some cosmetic chemicals.
• Make sure that your skin is completely dry after applying any sprays before putting jewellery on. 
• If your precious metals become exposed to any chemicals, immediately rinse and wash off any residue with a gentle cloth.
  
  Store Your Jewellery Properly
• When you're not wearing it, keeping your jewellery in careful storage can help prevent damage and discoloration. Storing jewellery together can get them entangled with one another, which risks scratches on soft gems or broken links on necklaces. Here are some storage tips:
• Store out of the light – in a drawer or pouches
• Keep padded boxes or cloth bag pouches that new jewellery comes in.
• Look for jewellery storage that allows you to have some separation between pieces to avoid tangling or damage, such as with padded ring boxes with individual slots.
• Use a padded box or cloth bag to keep pieces separate from other items when traveling. 
• If keeping pieces in long-term storage, seal them in vacuum storage pouches to keep moisture and air out.

If I ask nicely, will you clean and polish my jewellery?
Yes, of course. There will be a charge and I’m happy to discuss that as and when it is needed.

Can you recycle my old gold/stones?
Yes, absolutely. You are welcome to get in touch and I would be happy to talk you through the process. 

Do you do repairs?
Yes but I have to see the repair before agreeing to go ahead. Please contact me with details.  As a rule of thumb the following applies:

• Jewellery and items containing opals/ amber, or any soft stones will not be accepted for repair.
• Indian silver, copper, brass, or anything that is not a precious metal will also not be accepted. Plated pieces will be considered after a discussion as to the detail.

Do you accept international orders?
Yes I do. But please be aware that since Brexit, import policies around the world for goods from the UK have changed. Custom charges and import duties now apply to EU countries. Any customs or import duties are levied once your goods reach their destination country. Additional charges for customs clearance must be borne by the recipient. Ihave no control over these charges and cannot predict what they may be. Customs policies vary widely from country to country; you may want to contact your local customs office for further information. TLK Jewellery will not be held liable for any import charges whatsoever.