How are we protecting our people?

- Our UK warehouse in Norfolk is following the latest UK Government guidelines to ensure personal safety: we have moved to a shift pattern halving the number of people at any one time , with strict social distancing and hygiene protocols enforced, and stringent cleaning after each shift - and lots of hand washing

- We regularly talk to all our teams in groups and on an individual basis to ensure they are supported

- No-one is required to come into work if they feel they are not being well protected.

- Some of our UK store are now open. Download out risk assessment below:

Risk Assessment

Orders and Deliveries

How safe are our deliveries?

- All of our deliveries are now contactless: no need for you to provide a physical signature. Our couriers will place your parcels at your front door, knock and step back to ensure you have received it.

- If you are not home, they will follow our usual 'missed delivery' process.

- All our couriers are following latest Government guidelines to keep you everyone safe

Can I still engrave and emboss?

- Yes, we will engrave jewellery and emboss leather free of charge, same as always

Can you deliver within the normal time frames?

- Please be aware that due to increased demand Royal Mail are currently experiencing some minor delays. We have extended our standard delivery service to 4-7 working days.
Although we hope to have your new pieces with you by your estimated delivery date, we are unable to guarantee this at this time.

- We do continue to run express services with DPD at this time, which are currently unaffected and can be selected at checkout.

- In Europe there are some minor delays, no more than 2 days.

- As a precautionary measure, we have removed our express services. Please order using our standard delivery option.

Returns and Repairs

Can I still return my piece for an exchange or refund?

- Our returns policy has increased to 100 days, back dating to orders placed since the 1st February - we want to save you that trip to the post office!

- Use our self-serve portal to create your returns labels and let us know of your intentions. When it is safe to do so you can then get your piece back to us

Can I still return my piece for repair?

- Our repairs service is not closed, but is currently impacted by the Coronavirus situation. If you have a repair in process that you would like to talk about, or want to send a piece back, please contact our customer care team and we can work through your needs.

- We pride ourselves on promoting repair or recycling wherever possible, to mitigate environmental impact, so we are sorry for this interruption.

- If your warranty is due to run out, just ensure you use the self-serve portal to record your repair request and we will happily receive your piece back at a later date.

Gift Vouchers

My Gift Voucher is about to expire - what should I do?

Gift Vouchers are accepted on our website, and we offer free standard shipping and returns.

Customer Care

For any help, our now home-based Customer Care team are on hand 7 days a week and are looking forward to connecting with you. You can contact us by webchat (bottom right on desktop or bottom left on mobile) or via our contact page.

We wanted to update you on what we are also doing to support our own and the wider community at this time.

Our Team

Our first job is to support our own team wherever possible. We are focusing on the below;

1. Health and safety - see our measures in Monica's message above

2. Continuing to operate where legal and safe to support livelihoods

3. Taking advantage of any government assistance available in any of the countries that we operate in

4. Supporting and keeping informed those employees who are on furlough

Our Suppliers​

The fundamental feedback from all our long term partners has been that to support them, they need business and order security.

1. We continue to support them by ordering where possible to support their business. Your orders mean that we can in return support them - thank you!

2. We are also working closely with our partners to make sure they have implemented clear health and safety measures while at work, to protect the wellbeing of their staff during this time

The Wider Community

At a time like this it's impossible to stand by and not do more to support people across the world during Coronavirus

1. We have donated 50 bracelets to an amazing free raffle for NHS workers.
Click here for more details - donate prizes - or register to win

2. We have a 30% key worker discount across our entire product range for Frontline Key Workers Globally - register online.

3. Many of our furloughed employees are now NHS Volunteer Responders or finding other ways to help their community right now through various initiatives.

Our ongoing community commitments

Supporting the community is not just something that we do only during Coronavirus. We have some ongoing charities that we work with and continue to support during this time when many charities are struggling.

Women for Women
We currently have a product in conjunction with Papier for sale that donates money to this charity with every purchase
Click here to buy

The Jagriti School

A long established relationship with a foundation in Jaipur, where many of our pieces are made, to support free education for children
Click here to learn more