Frequently Asked Questions
Is every piece of jewellery exactly as shown on the photographs?
As every piece of jewellery and accessory is handmade there may be very slight variations to the image shown. Also due to the many variations in monitors, jewellery and accessory colours may appear differently on different monitors - photographs have been taken in various lights and backgrounds to as far as possible capture the true colours.
How should I care for my jewellery or accessory?
Polymer clay is a durable, long-lasting material. This jewellery is strong and should withstand frequent wearing, but care should be taken not to drop or bend the jewellery, or to pull at any metal findings. To clean the polymer clay itself, (as well as any cords) wipe gently with a slightly damp cloth but avoid immersing it in water and keep away from oils, chemicals and creams as far as possible. Stainless steel should not tarnish but if your jewellery contains any silver plated findings use the complimentary cleaning cloth to keep the silver plate looking like new. Avoid sleeping in this jewellery and neatly store when not in use. This will all help to keep this handmade jewellery looking lovely for longer!
Safety
Remember to keep this jewellery, especially where there are any cords or small parts, away from young children.
Can I send this as gift to someone?
Yes of course! Every purchase is sent ‘Gift ready’ and if you would like a free handwritten gift message included within the package please note the exact wording and spelling on the gift message section when you are ordering.
Shipping Policy
All orders will normally be sent 2-5 days from order and payment, unless website announcement bar indicates that this time is extended (for example due to holidays etc). If any unexpected delays occur with an order we will be in touch as soon as possible to let you know and to discuss options.
All orders will arrive either ready to wear or use or are 'gift-ready' and contain no price tags or packing slips. If you would like a personal handwritten gift message included, please leave a note in the ‘Optional Gift Message Wording’ section when checking out.
Shipping Options
UK Domestic orders
On checking out customers have the option of choosing Royal Mail 2nd Class standard or 48 hour tracked and class signed for depending on the value of the purchase.
If the value of your order is £25 or less these will generally be sent UK Royal Mail 2nd Class without tracking, either as a large letter or a small parcel depending on the size and value of the order (associated with the compensation available if the item is unfortunately lost in the post).
If the value of your order is over £25 then your jewellery will be posted Royal Mail 2nd class signed for, or 48 hour tracked and signed either as a large letter or a small parcel again depending on the size of your order. If your order is larger or you need it the next day then you can choose Royal Mail Special Delivery.
International Orders
These will be sent International Tracked and signed (options reflect the value of compensation available in the unfortunate event that a parcel is lost once posted)
Germany
At Olivia Jacq Jewellery we are registered with the Central Packaging Register, ZSVR (Stifung Zentrale Stelle Verpackungsregister) with registration number DE5808272374633 and dual system partner Activate by Reclay for the collection, sorting and recycling of our packaging.
International Customs or additional charges
Buyers are responsible for any and all customs and import taxes that may apply. There may also be delays due to internal customs.
Return & Exchange Policy
Every item is made carefully with love and is thoroughly checked before shipping, but of course full refunds will be given for any purchases that arrive faulty or broken. Please contact us immediately upon receipt (max. within 5 days) of your purchase to advise if there are any such problems.
Returns - We hope you love your new jewellery or accessory. Given their nature - notwithstanding of course the exception above - unfortunately we can’t accept returns of earrings. We will accept returns of other products in an unworn, new condition. Buyers wishing to return these items must contact us within 5 days of receiving the product.
Buyers will be responsible for shipping costs of returned items.
