FAQ

Order Processing and Delivery

How long will my order take?

As each piece of jewellery is handmade to order in our London studio, please allow up to 14 days for UK delivery and up to 28 days for international delivery. If you need your jewellery for a specific date, please do contact us and we will do our very best to help.

Bespoke Jewellery

Our turnaround time for custom and bespoke orders depends on the type of jewellery you would like us to make for you. You can contact us by email to discuss your requirements, and once a design has been agreed upon we will be able to give you a time estimate.

How will my order arrive?

Your jewellery will arrive in a branded gift box, securely packaged in a FSC certified, fully recyclable cardboard mailing box.

UK Deliveries

Your jewellery will be sent to you by Royal Mail signed for service.  This is an insured and tracked mail service, and will need to be signed for by you. 

Your order will be posted to your billing address, so please ensure that this is accurate.

If you choose to pay via Paypal, the address linked to your Paypal account will be used as the default delivery address.

International Deliveries

Non-UK orders will be sent to you via International Tracked and Signed mail.  International postage and packing is between £12 and £15, depending on location.  Unfortunately, there are some countries we cannot post to, due to restrictions on the import of precious metals by the postal services of those countries.

Delivery time for International Tracked and Signed is quoted as 7-10 days from UK dispatch, but we have had packages take up to 28 days to arrive in the USA and Canada, so please do allow up to four weeks for international orders.

Please note that the address linked to your Paypal account will be used as the default delivery address.

Customs and Import Charges

Customers ordering from outside the UK may be subject to import duties, fees and taxes which are levied after the package reaches their country and the customer is responsible for such costs. In the event a package is rejected by the customer due to refusal to pay such taxes or fees upon delivery, the customer will be responsible for any costs incurred in the package being returned to us and only the balance of the purchase price will be refunded.

What forms of payment do you accept?

All payments on laurengracejewellery.com are processed via Stripe or Paypal.  Lauren Grace assumes no liability whatsoever for the availability and functionality of this service. Lauren Grace assumes no liability for any financial loss caused by the use of Paypal or Stripe.

Returns and Exchanges

What is your returns policy?

We want you to be happy with your purchase from Lauren Grace Jewellery, as we are proud of our quality hand crafted jewellery. However, if you do wish to return your purchase, we are happy to offer a 14 day refund and exchange policy.

We are unable to extend our returns policy for individually commissioned pieces of jewellery.

For example:
i) Pieces made up in a variation of materials or colours to the piece on offer.
ii) Where a piece of jewellery has been specially made for you.
iii) Personalised items with your name or custom text on them.

In some circumstances alterations may be possible but will incur extra costs.

Ring Sizing

When ordering rings, please ensure you have ordered the correct size. If you don't know your size please visit your local jewellers where you can usually have your ring size measured. A ring can sometimes be re-sized, depending on the design, but this will be subject to a charge.

How do I go about organising a return?

Please contact us at hello@laurengracejewellery, quoting your original order number, to arrange your return. Your purchase must be unworn and received in perfect condition in the original packaging. We strongly recommend that you return your purchase fully insured through the Royal Mail Special Delivery service or international equivalent as we cannot accept any responsibility for any returned items that are lost in transit. Upon receipt of the goods in accordance with the above, we will issue a full refund of the amount paid (minus our original delivery costs), or an exchange credit as required.

If you are returning an item to us, the cost of returning the item to us is your responsibility. Your original postage costs will not be refunded unless the item was sent in error or is faulty (providing we are notified of faults within 7 days of receipt). We will not refund any duties payable on orders outside of the EU.

Ethics and Responsibility

What precious metals do you use?

We use recycled eco silver and eco gold wherever possible. Lauren Grace Jewellery is also registered to use Fairtrade Gold.

Where is your jewellery manufactured?

Each and every piece of jewellery made by Lauren Grace Jewellery is manufactured in London, UK. We use high quality, British manufactured chain in all of our pieces and our casting and plating (when not done in the studio) is carried out by carefully vetted small UK companies.

Do you use ethical gemstones?

We only use lab-grown diamonds and gemstones, and gemstones from reputable, ethical sources, so you can be certain your jewellery is conflict-free.

Terms & Conditions

General terms and conditions

Lauren Grace Jewellery is our trading name. For the purpose of these terms and conditions of web site use, Lauren Grace means laurengracejewellery.com.

These terms and conditions govern your use of the site and purchase of goods and services from the site. By continuing to access the laurengracejewellery.com site you are deemed to be accepting and consenting to these terms and conditions, which may be updated from time to time. Your continued use of this site following such change shall signify your agreement to be bound by the amended terms and conditions.

Terms of sale

By placing an order you are agreeing to purchase a product on and subject to these terms and conditions. All orders are subject to availability and confirmation of the order price.

Contract

No contract will exist between you and Lauren Grace for the sale of any product unless and until we have accepted your order with confirmation that it has been dispatched. That acceptance will be deemed complete and will be deemed for all purposes to have been effectively communicated to you at the time Lauren Grace sends an order despatched email, and payment is taken from your credit/debit card/Paypal account. Only persons aged 18 and over may place an order from Lauren Grace.

Pricing & Payment

The prices payable for ordered goods are as set out in our website. Delivery costs are additional and are clearly displayed where applicable and are included in the total cost.

Lauren Grace does not store or transfer any credit card information. Our credit and debit payment processing is currently accomplished through Stripe, Inc., a third-party processing service (stripe.com) that allows us to accept your payment online and Paypal (paypal.com).

Both Paypal and Stripe store your credit card data.  According to our best information, your data is encrypted through the Payment Card Industry Data Security Standard (PCI-DSS).  Your purchase transaction data should be stored only as long as is necessary to complete your purchase transaction.  After that is complete, your purchase transaction information should be deleted.

All direct payment gateways are required to adhere to the standards set by PCI-DSS as managed by the PCI Security Standards Council. PCI-DSS requirements help ensure the secure handling of credit card information by our store and its service providers.

For more information, we advise that you visit and review Stripe's Privacy Statement and Paypal’s Privacy Statement.

Delivery

We aim to deliver within the time scales stated above. However, at times delivery may be subject to conditions outside of our control. All delivery times are approximate and we will not be held liable for any compensation or damages as a result of late or non-delivery.

Privacy Policy

Our privacy policy can be found here. By consenting to these terms and conditions, you acknowledge and agree to be bound by the terms of our privacy policy.

Governing Law

These terms and conditions will be governed by and construed in accordance with English law. Any disputes not resolved by the normal complaints procedure will be resolved exclusively in the courts of England & Wales under English Law.

Limitations of Liability

So far as permitted by law, we exclude any liability for loss or damage of any kind resulting from the use of the site (including the reliance upon any information contained on it).

We have taken every care in the preparation of the content of this web site. However, as far as is permitted by law, we disclaim all warranties, express or implied as to the accuracy of information contained herein.

Images may not be displayed as actual size. All sizes and measurements are approximate and the colours shown on the website will depend on your computer monitor settings.

We do not accept any responsibility for any website not controlled by us, which may act as a portal for our site, or be connected by hyperlinks from this site.

Intellectual Property

The entire content of laurengracejewellery.com, including all copyright, trademarks, jewellery designs and other intellectual property rights it contains, is the sole property of Lauren Grace. You are not permitted to reproduce, publish or distribute in any format any of the content which appears on this website.