Frequently Asked Questions

At Erinna Jewellery, we understand that buying jewelry is a special experience. Whether you’re treating yourself or selecting a gift for a loved one, we’re here to help you every step of the way. Below, we’ve compiled answers to some of the most frequently asked questions we receive. If you can’t find the information you’re looking for, please don’t hesitate to contact us directly.

The Jewellery

Everything is made by me, Natalie, Bristol jewellery designer, and Erinna Jewellery owner. Elements such as chains and findings (unless specified otherwise) are not made by me is because these pieces are very timely to make so would increase costs quite significantly!

However, I use various methods such as traditional smithing techniques, the ancient technique of lost wax casting and metal clay. Each piece is created by me, sometime I will get moulds made for quicker production times but once it’s cast, it’s returned to me where any adjustments like resizing are made and I polish it up and do any stone setting. I use an external provider for casting and laser engraved elements.

Everything is then lovingly packaged up to be sent out to you to enjoy!

Fortunately, we are all individuals and special in our own way. Unfortunately, this means that no-one can guarentee how your skin will be affected by the jewellery you wear. I make everything from recycled precious metals i.e. sterling silver and real gold which is nickel free. This includes the findings sourced from other suppliers including chains.

As humans, we’re less likely to be allergic to these precious metals and usually nickel is the culprit! Generally, the higher the karat gold, the less likely you are to be allergic to it but I get that it’s a pricey risk to take. It will also depend on how you look after your jewellery – sometimes water trapped under it or leftover cleaning solutions may temporarily stain our skin. Hormones also have a part to play which can change as we age, or due to other life events.

But, you know your skin best and the metals that generally work with it. This means I can’t guarentee that my jewellery will suit those with allergies, or won’t stain the skin – but no jeweller can!

I only work with precious metals for a reason, one of these is their longetivity. But, like everying, it needs care. My jewellery designs do vary and some designs will be more long lasting than others. This is always the case with jewellery and factors such as metal thickness, the type of stone setting and metal used will all play a part in its longetivity.

If you want your piece to last for as long as possible then make sure you take a look at my How to Care for Your Jewellery guide for more information.

I’m passionate about inclusivity and accessibility and strongly believe that everyone deserves to feel beautiful and experience the joy of wearing jewellery, and experience the emotions it creates. Since every piece is handmade, I offer a wide range of sizes and can work with you to find the right size and accessibility options.

Not all of the rings currently include all sizes but this is just because I haven’t stretched them to their limits yet! If your size isn’t listed then please just get in touch. Not all sizes are currently listed because it could take longer than my usual lead times and I want to manage your expectations.I am committed to having an inclusive size range and will do everything I can to make this happen.

I only work in precious metals and that includes solid gold! I am currently working through creating and uploading my catalogue in 9kt gold including yellow, white (natural, unplated) and rose.

Higher karats are available but they have to be ordered on a commission basis so please just drop me a message or email. The same goes if there is a design not yet available to order in 9kt gold. But I do really enjoy working in gold so am always more than happy to discuss!

If your ring needs to be adjusted or polished, I can do this for you. If it’s one of my pieces then this shouldn’t be a problem. But, if you need this for another piece of jewellery then there is risk attached. If a piece is hallmarked, this is a good indication of the metal, but hallmarking rules vary by country.

It’s always best to go back to the original creator if you can but, if you want to discuss this further then just get in touch!

I want you to be happy with your jewellery so whilst I don’t offer a specific guarantee policy, please just get in touch if you have any issues after the refund/exchange time period.

I’ll do my best to help but please note that there may be repair costs involved. I can’t be liable for the item whilst it’s in your care so please do read my How to Care for Your Jewellery guide for more information.

Bespoke and Commission Jewellery

I do! I can only take on work that is at my current skill level but am always up for a challenge and looking to expand my skillset. I am happy to personalise any of my designs sold via Erinna Jewellery, you can also check out my Instagram @natalieerinjewellery which I use to document my learning so you might see something on there too!

If you have your own precious metal to use, I am happy to use this with my designs.

For designs that aren’t created using the casting process it will depend on the condition of the metal and what the desired end result is, but I’m always happy to discuss your ideas.

All metal must be hallmarked or tested to confirm what it is, unfortunately not all countries hallmarking laws are the same as the UK’s. Under UK law anything less than 7.78g of silver doesn’t require hallmarking so it has been known for pieces to be wrongly stamped as 925.

Just get in touch via the contact form! It would be really helpful if you have some drawings, or pictures of inspiration for reference. I won’t copy another artist’s work, I would rather you go to them directly but I am happy for this to be inspiration. I understand that not all artist’s work can be traced so am always happy to discuss.

Ordering and Delivery

My jewellery can be delivered to to the United Kingdom (UK), United States (US) Mainland and Canada.

I know how frustating it is to get to the checkout and have extra charges so delivery on all products to the UK is free.

All UK orders are sent via Royal Mail Special Delivery Guaranteed by 1pm and International orders are sent via Royal Mail International Tracked and Signed to make sure it gets to you ASAP and is insured if anything goes wrong (fingers crossed it doesn’t though)!

The Pegasus Service can be selected at checkout to reduce the overall lead time of your order if you need it quickly. This speeds up as much of the process as possible but remember, everything is handmade and it’s only me!

Your jewellery is always sent insured so it will need to be signed for. If you’re due to be away around the time of your estimated delivery date then please do let me know in your order notes so I can take this into consideration. This is to ensure your piece gets to you safely and directly.

If you wish to change your order then please get in contact as soon as possible, if it has not already began processing then I may be able to change it, however this cannot be guaranteed. Sadly, I’m unable to modify your order once I’ve started processing it.

If you need to order more or an additional product, please place a new order online and email customercare@erinnajewellery.co.uk to let us know.

There is only a short amount of time between when you place your order and when I start processing it. If you contact me straight away after ordering, via customercare@erinnajewellery.co.uk, I may be able to cancel your order before it’s processed. If not, it will be despatched and then you can return it to if you wish upon receiving it.

I reserve the right to refuse service to anyone who is rude, disrespectful or abusive towards me. This website uses multiple systems to detect and prevent fraudulent purchases. If you believe that your order has been cancelled due to an error then please do contact me as soon as possible to get this resolved. Full refunds will be processed in line with the usual returns process.

Payment

I currently accept payments via MasterCard and Visa payment cards, GooglePay, Apple Pay and PayPal. Payment plans are available through Klarna and Paypal.

Gift cards are valid for 12 months. Gift cards may only be returned by the original purchaser and must still be valid. I may amend or change these terms and conditions at any time.

Returns, Refunds and Exchanges

Hopefully you’ll love your purchase but I understand this may not always happen, you can absolutely return your item. You need to tell me this within 14 days after receiving it as long as it was purchased online. It must then be returned to me within 14 days of you notifying me.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, and in its original packaging, earrings must be unworn and in their original, sealed hygiene packaging. You’ll also need the receipt or proof of purchase which may include a bank statement (irrelevant personal information can be redacted).

Certain types of items cannot be returned which includes custom products (such as bespoke orders or personalised items) and items not suitable for return due to health protection or hygiene reasons and are unsealed after delivery (such as earrings where their hygiene seal has been broken). Except where they are faulty. Please get in touch if you have questions or concerns about your specific item.

To start a return, please email returns@erinnajewellery.co.uk. You will be sent instructions on how and where to send your package.The returned item must be in our possession before any refund or exchange is processed.

If you bought your item from me at an in person event then you may only return your purchase if it is fauly within 14 days of the purchase.

Returns where the item is faulty are free and you will be refunded the delivery fee once the item is received, any other type of return will be at the customers expense.

The item must be sent back via Royal Mail Special Delivery Guaranteed by 1pm in order to ensure it is insured if lost. The item remains the customer’s responsibility until it is confirmed as delivered. Tracking information should be sent to returns@erinnajewellery.co.uk.

Exchanges for gifts bought and not being returned or exchanged via the original purchaser are not guarenteed and will be at my discretion.

Gifts and gift cards cannot be exchanged for money.

Gift cards may only be returned by the original purchaser and must still be valid.

They cannot be exchanged by the recipient for money.

In the rare event that the wrong order, or your order arrives damaged or faulty, please take photos of the product in question and email me via customercare@erinnajewellery.co.uk confirming the details.

I aim to respond within 2 working days and will arrange either an exchange or return and refund. The returned item must be in my possession before any refund or exchange is processed.

Returns where the item is faulty are free and you will be refunded the delivery fee once the item is received, any other type of return will be at the customers expense. The item must be sent back via Royal Mail Special Delivery Guaranteed by 1pm in order to ensure it is insured if lost. The item remains the customer’s responsibility until it is confirmed as delivered. Tracking information should be sent to returns@erinnajewellery.co.uk.

To start a return, please email returns@erinnajewellery.co.uk. You will be sent instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. The returned item must be in my possession before any refund or exchange is processed. 

You can always contac me for any return question at returns@erinnajewellery.co.uk.

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded via your original payment method within 10 business days. Please remember it can take some time for your bank or credit card/payment company to process the refund too. If more than 15 business days have passed since we’ve approved your return, please contact us at returns@erinnajewellery.co.uk.