Frequently Asked Questions
Hi there! Please be aware that all my jewellery is handmade and unique. No two items are the same therefore there may be slight differences in the item you see pictured and the one you receive. If you have specific requirements for your item, please contact me before ordering and I will do my best to help.
FAQ
I hope the list of frequently asked questions and answers below will provide the information you’re looking for. If not, don’t worry, please email me and I’ll be happy to help.
General Information
Who is Rock & Rose Jewellery?
Visit my About Sam page to read more
What products can I buy?
I sell copper and silver gothic inspired jewellery. You can find the entire collection here.
How do I find what I’m looking for?
Simply click on the Category links at the top of the page. This will give you the options of searching different types of jewellery (i.e., rings, necklaces, etc.).
Can I get help with sizing?
Absolutely! My jewellery listings should have approx. sizes on them, and I have two sizing guides for rings and necklaces.
Feel free to contact me for more help with this as I want to make sure you get exactly the right size for you.
If you order a piece of jewellery and you are unhappy with the fit for whatever reason please email me as I am happy to discuss resizing/replacements.
Where can I leave you a review/feedback?
I love to receive feedback from my customers. Please email me or you can leave a review on Trustpilot or Google.
Pricing
Are prices inclusive of VAT?
All selling prices include VAT where relevant.
Why are online prices different from those at a market or in a shop?
The costs associated with an Internet business are different to those of a high street shop-based operation. Consequently, different prices may be offered if you buy my jewellery in a shop or from me directly at a market.
How do I redeem a discount code?
If you have a discount code, this should be entered in the basket. Usually, only one voucher code can be applied to an order.
Payment
Which payment methods do you accept?
I accept most major credit/debit cards.
Do you sell Gift Cards?
Not presently but this is something I am working on. Please do email me if you’d like to register your interest in this.
Delivery
What are your delivery times?
Some items I keep in stock, but most items are made to order so please allow up to 2 weeks for delivery. I work part-time and I make time to ensure the item meets my and your high standards. If you need your item in a rush, please email me as I’m happy to discuss options
What are your shipping costs?
Within United Kingdom (UK) – £5.00
Outside United Kingdom (UK) – £10.00
Please note if you are purchasing outside of the UK, you will be liable for any customs duties levied by the country you reside in.
Where do you deliver?
I deliver within the UK, Europe and to many countries across the world. For full details of costs and delivery times, see my Information page.
How long will my order take to be delivered?
In-stock items are usually despatched within 24-48 hours, however, most items are made to order so please allow 2 weeks. This also depends on the delivery service chosen and the country being shipped to. Please see the delivery information page for information on delivery times and costs.
Which address will my order be sent to?
Your order will be dispatched to the delivery address entered when you placed your order as confirmed in your order confirmation email.
Can I change the delivery address for my order?
Your order will be dispatched to the delivery address entered when you placed your order. If you would like to change the delivery address, please email me within 24 hours of placing your order so that I can change it.
My order hasn’t arrived yet, what can I do?
UK orders are sent via Tracked 24 (signed for) service via Royal Mail. Sometimes, I will send via Special Delivery if required but would always confirm this with you prior to fulfilling your order.
Orders outside the UK will be sent via the most efficient method of posting. Please contact me if you require a specific method or have questions about international shipping.
Once your order has been dispatched it should arrive within 1 working day if you live in the UK. Outside the UK, delivery times will be longer. Typically, orders should arrive within 5-7 working days within Europe and 7-10 working days for the Rest of the World.
Please note: this does depend on product availability, your location and delivery selections.
If your order has not arrived within the expected time frame and was sent via Royal Mail, please allow 10 working days for it to arrive before contacting me. If it was sent on a trackable service and there are issues with delivery, please contact me so I can resolve this for you.
Order cancellation
How do I cancel an order?
To request cancellation of an order please email sam@rockandrosejewellery.co.uk giving your order number. Please note emails received outside of normal working hours will be answered the next working day.
Refunds & Returns
Return Policy
Please see my Refund & Returns Policy.
Distance Selling
Online, mail and telephone order customers have the right to cancel their order for a limited time even if the goods are not faulty. Sales of this kind are known as ‘distance selling’. I will offer a refund to customers if you have told me within 14 days of receiving your goods that you want to cancel. You then have 14 days to return the goods once you’ve contacted me.
Repairs
Do you do repairs?
In the unlikely event that your jewellery develops a fault or breaks please send me an email so we can discuss your options. I don’t offer a repair service for jewellery that I didn’t make.
