Questions

Element Contemporary Jewellery aim to answer your FAQs

FAQs

Can I assume all jewellery displayed on your website is held in stock?
You will be advised if an item of jewellery is made-to-order, and its associated lead-time should you wish to order it. You have the option to Order Now, rather than Buy Now. This typically applies to contemporary designer jewellery, wedding rings, engagement rings and eternity rings.
For contemporary jewellery that you have the option to Buy Now, rather than to Order Now, you can assume that we do have it in stock. There will be occasion where if an item of contemporary jewellery proves more popular than expected, we run out of stock when you place your order, as our website only updates once a day at 3am. Equally, we may sell an item held in our Website stock to a customer in our Hebden Bridge contemporary jewellery boutique, which means the website will still display the item as being in stock until it updates the following morning.
We sincerely apologise if an item that you want to purchase is out of stock and we will advise you immediately if we can re-order the item, advising you of delivery times via email or phone.


Can I change or cancel an order, and will I be charged postage twice?
Once your order has been placed you are unable to add further items yourself. However, if you contact us, we may be able to add an item to your order for you so you only need to pay delivery once, as long as the order has not already been dispatched. We typically take all parcels to the Post Office at around 4.30pm, so we have a cut off for orders being placed at 3.30pm if there are to be prepared and despatched that same day. To cancel an order, simply contact us.

How will my jewellery arrive?
We’ll make sure your contemporary designer jewellery arrives looking wonderful! You’ll receive your Element jewellery lavishly wrapped in a signature silk-covered box or felt pouch, crisp white tissue, tied with silky satin ribbons, in a very posh boutique Element Jewellery bag.
 
You’ll have the option to include a gift card and a personal hand written message. You can also have your gift delivered to the recipient by choosing to provide an alternative delivery address.

Once in a bag, we pop your jewellery in a manila postal carton – its looks pretty discreet.

For all wedding rings, engagement rings or eternity rings, you will receive a really cool black ring box made from MDF. We’ll enclose all paperwork and a valuation in a matt grey envelope.

If you would prefer minimal fuss-free packaging in a white jiffy bag, please let us know. Also, if you would like gift packaging, please let us know through the check-out.

I’m not sure what size to buy, what should I do?
We have provided some general sizing advice for your contemporary designer jewellery. To make it easier for you, feel free to buy more than one size, and take advantage of our Free Returns policy.

For wedding rings, engagement rings and eternity rings, we highly recommend you have your finger measured by Element Jewellery, or by your local jeweller. Upon placing an order for your engagement, wedding or eternity ring, we will contact you to discuss size.

I am a Privilege Card holder, how do I redeem my benefits online?
As an Element Jewellery Privilege Card Holder, you are entitled to Free Next Day Delivery and 5% on all purchases made after your first purchase or after you have spent over £1500. You will be given the opportunity to create and account or log-in and your discount will automatically be applied at checkout as well as your Free 1st Class Delivery.


How do I buy or use Element Jewellery gift vouchers?
Simply go to Gift Vouchers and select the amount you’d like to purchase. Or you can buy them from our Hebden Bridge jewellery boutique. Vouchers are sold in denominations of the following amounts: £10, £25, £50, £100. Only one gift voucher code can be used per transaction. But don't worry - they don’t have to spend it all at once because they can keep the change and spend it later!
We can either send the vouchers to you, or forward them to the gift recipient. They’ll arrive in a beautiful matt grey envelope, hand finished with a pearlescent tissue lining.
The Gift Voucher codes are simply entered in the Payment section through the Checkout process.

What is your Refund Policy?

We want you to be happy with your purchase. If you're not, just return the product to us via post or to our shop, and we'll exchange or refund it to the credit or debit card of the person who originally placed and paid for the order.  Please ensure you do this within 14 days. The item of jewellery must be un-worn, in perfect condition and in its original packaging.

What is your Product Guarantee Policy for Wedding Rings, Engagement Rings, Eternity Rings?
Every Wedding Ring, Engagement Ring, Eternity Ring or item of Bespoke Jewellery is guaranteed for 12 months, from the date of the original purchase.
This means that Element guarantee to replace or repair your jewellery should there be a defect due to original workmanship within 12 months. We hope you understand that if you have accidentally or otherwise mishandled your jewellery, this guarantee does not apply.
 
Examples of defects due to original workmanship include:
Faulty catch, poor soldering, poorly set gemstones or diamonds, badly finished metal with sharp edges.
 
Examples of defects due to mishandling would include:
Snapped chain, damaged metal or gemstones due to contact with corrosive substances, scratches on the surface of metal, resin, leather or gemstones due to knocks or scrapes, lost pendant due to poorly fastened chain or choker.
 
Please be aware that the guarantee is for 12 months, regardless of how many times you have worn your Element jewellery. This is subject to the discretion of Element staff, and we would of course look at every case individually.
 
How can I pay for my contemporary designer jewellery?
We accept all major credit and debit cards, including Visa Credit, Visa Debit and Mastercard. If you'd like to use a card other than the ones we accept, you can pay via PayPal. You may also use PayPal.

Why has my payment failed?
This might have happened for a few different reasons. First, check you're using a card we accept (including Visa Credit, Visa Debit and Mastercard). Have you entered the card details correctly? Is your billing address in the UK or Ireland? If you've checked everything above and it still isn't working, we recommend you give your bank or card issuer a call to check there are enough funds in your account to make the payment.

How do you handle VAT?
We can provide a VAT invoice on request. If you are a non-UK or non-Republic of Ireland resident, we can VAT zero-rate your jewellery. Please contact us to arrange this over the phone or in-person.