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COMMON QUERIES

WHEN WILL MY PRODUCT BE DISPATCHED?

As each item is carefully handmade please allow a rough lead time of one week for your order to be dispatched. In most cases orders will be dispatched sooner. During busier periods such as the run up to Christmas and around holidays such as Valentines day please allow at least 2 weeks. If you are at all worried about the length of time before dispatch please don't hesitate to contact Sarah with the date that you require your order by. 

HOW LONG WILL MY PRODUCT TAKE TO BE DELIVERED AFTER DISPATCH?

Length of time for delivery depends on the type of delivery method you select. Standard delivery is shipped by Royal Mail Second class signed for and they aim to deliver within 3-5 business days. 
Special delivery is Shipped via Royal Mail and is guaranteed for next day delivery before 1pm. 
Please note, that these delivery times are from the moment that your order is dispatched, not from the moment you order.

I'D LIKE TO ORDER AN ITEM FOR A SPECIFIC DATE?

Not everyone is super duper organised and sometimes you need a last minute gift. If this is the case and you'd like to order something that needs to be delivered urgently, please contact Sarah first via email or phone before ordering and she will advise you whether or not your order can be fulfilled in time. In most cases this shouldn't be an issue and the item will be in stock and ready to go. Made to order pieces such as Rings and Personalised items tend to take longer to make so please bare this in mind before getting in touch to avoid disappointment. We suggest selecting special delivery for anything that is required urgently or within a week.

WHAT SHOULD I DO IF MY PRODUCT IS FAULTY OR DAMAGED?

Items are classed as faulty if they are received damaged or if a manufacturing fault happens within three months of purchase. Items damaged as a result of general wear and tear are not considered to be faulty. All items are checked and quality controlled before leaving the workshop. If you receive an item that has been damaged in transit please contact us immediately with a photograph of how they were received. In most instances, we will offer to repair or replace the faulty or damaged item.

HOW SHOULD I RETURN MY UNWANTED OR FAULTY ITEM


Please contact us immediately if you wish to return an item. Unwanted items should be returned in perfect condition in the original packaging within 14 days of purchase with order confirmation.


Due to hygiene reasons, earrings can NOT be returned or exchanged.


Items that have been personalised can not be returned. Any personalisation should be fully spell checked before placing the order. If a spelling error is made in the order and is not flagged to us before the item is made then you will not be liable for a refund. 


If you are posting the item back to us, we recommend that you use a secure, trackable method and insure the item for the correct value as we will not be responsible for any items that are lost in the post. It is a good idea to retain proof of posting.

DO YOU WORK WITH GOLD?

If you wish to order a piece in gold please feel free to contact Sarah at info@smokeandash.co.uk and she will happily provide a quote for you. Please be aware that as gold is currently not stocked orders can take up to 2-4 weeks as items will need to be cast specially and sent for hallmarking before being shipped to the customer.

DO YOU OFFER GIFT CARDS?

As we are conscious about waste we offer gift codes that can be sent out via email instead of gift cards. Please contact Sarah at info@smokeandash.co.uk if you would like to purchase a Gift Code. Gift codes can only be used once and are only valid for 6 months.

WHAT ARE THE PAYMENT OPTIONS?

Payments are accepted via Paypal and Credit and Debit cards.

HOW SHOULD I CARE FOR MY SMOKE AND ASH JEWELLERY?

Each order is posted with a brief care guide. If you have misplaced yours or want to know more, please read our care guide here.

ARE YOU ABLE TO RESIZE MY RING?

All rings are checked for size before leaving the workshop, please make sure you provide the correct ring size before ordering. A size guide is available here, or if you are struggling please contact Sarah at info@smokeandash.co.uk for more help. 
If you provide a wrong ring size or an old Smoke and Ash ring you bought no longer fits and you need it to be resized a standard £15 fee will be charged which includes the postage back to you. 
We will not resize rings that have not been made by us.

I'D LIKE AN ALTERNATIVE CHAIN LENGTH FOR MY NECKLACE?

No problem its always possible, please contact Sarah at info@smokeandash.co.uk with the length you'd like before ordering, in most cases a small charge will be added to cover the cost of extra chain.