FAQ

When will my order get dispatched?

Nearly every one of my pieces is hand crafted to order in my workshop. Often I have a quicker turn around but please expect items to take 10-14 days to ship, unless otherwise stated in the listing details.

Once your item has been dispatched, you will be notified by email and given any tracking information where relevant. Please see thr delivery & returns page for further details of shipping.

If you do need something sooner though, don’t hesitate to ask as I may be able to help!

Can I cancel/change/return my order?

I do accept returns, exchanges and cancellations on certain items but unless they arrive damaged or defective, I can’t accept returns for:

  • Any custom/personalised jewellery
  • Earrings/Piercing Jewellery (for health and hygiene reasons)

You must contact me within 24 hours of placing an order for any changes or cancellation requests, but please be aware that once your order has already been started I will be unable to help as each piece is made to order.

All returns or exchanges must be previously agreed to before returning so please contact me first if you have any problems with your order.

See our delivery & returns page for full details

How is my jewellery made?

Handmade and unique, most of our pendants, charms and settings are lovingly sawn, soldered and cast using a variety of traditional metal-smithing techniques. As such each piece will have some minor variations due to the nature in which they are finished. This makes every piece unique! Fancy reading more about what inspires my work?

*ALL OF PHOENIX ALCHEMY’S JEWELLERY IS MADE FROM PRECIOUS METALS (925 sterling silver, fine silver and gold)*
*I DO NOT PLATE OR COAT ANY OF MY PIECES*
*No base metals are used in my jewellery and it will contain no nickel*

 

How is my jewellery packaged?

All of my jewellery comes beautifully packaged in a signature branded eco gift box. I also include a jewellery care card with all orders and polishing cloth where appropriate.  This makes it the perfect gift for giving whilst it ensures it reaches you safely.

Where possibly I try use sustainable and environmentally friendly options in all my packaging so all my gift boxes, tissue and mailing packaging is made from recycled paper and can nearly all be recycled too.

I am able to offer gift wrapping as an additional service so get in touch for further details.

What size do I need?

I generally use mm and Standard UK ring sizes when measuring my jewellery. Necklace lengths are measured in inches. If you are unsure of your size then check out our  sizing guide for more help.

Please measure and check sizing carefully before ordering to ensure you order correctly. I cannot be held responsible for customer error

Do you offer a bespoke design service?

As each piece is crafted to order I am often able to personalise or customise designs to help you find your perfect piece of jewellery. I also love to take on completely unique bespoke commissions so take a look at my bespoke page for examples and to find out more.

How do I care for my jewellery

I have created a jewellery care guide to help you keep your jewellery looking its best

What is hallmarking?

I am able to hallmark my jewellery designs with my own makers mark as well as date, purity and assay office marks too. This gives you peace of mind that anything you buy has been independently quality tested and guaranteed as genuine sterling silver, gold or platinum by the assay office.

By law all platinum articles weighing over 0.5 gram, gold and palladium over 1 gram and silver over 7.78 grams must be hallmarked. It is illegal to describe or sell them as being made from precious metals otherwise. All my items over these weights will be hallmarked, but I do not use any plated or base metal in any of my jewellery, under hallmarking weight or not.

Find out more here