Frequently Asked Questions
Everything you might want to know before you order, from delivery and gift ready packaging to engraving, materials and returns. If you can't find your answer here, get in touch and we'll be happy to help.
Delivery
Is UK delivery really free?
Yes. Free tracked UK delivery is included with every order, with no minimum spend.
How long will my order take to arrive?
Orders are sent by Royal Mail Tracked 24, which normally delivers within one or two working days after dispatch. It can take a little longer at particularly busy times of year.
Do I need to be at home to receive it?
Not usually. Most orders are packaged to fit through a standard letterbox, and we don't require a signature by default, so there are no missed deliveries. If you live in a communal building or would like a signature or guaranteed service, upgrades are available at checkout.
What if my order doesn't arrive?
We remain responsible for your order until Royal Mail confirms delivery on its tracking system. In the unlikely event that it doesn't arrive, we will investigate and, where appropriate, send a replacement, offer an alternative or refund you.
Do you deliver outside the UK?
Yes. For the USA, tracked delivery and estimated import duties are included in the price, although local sales tax may still apply. For other countries, the delivery options and any charges are shown at checkout, and import duties or taxes may be collected from the recipient. If you'd like your order to arrive with tax and duty already paid, you can also buy from our eBay store or Etsy shop. More detail is on our postage page.
Gifting
Will it arrive ready to give?
Yes. Every piece arrives in a slim jewellery box, wrapped in tissue paper inside a gift bag, with a polish cloth and a gift card. There's no wrapping needed.
Can I add a personal message?
Yes. Add your message in the gift message box on the product page, up to 250 characters, and we'll include it on the gift card at no extra cost. Leave it blank if you'd rather write your own message by hand.
Personalising your jewellery
How does engraving work?
On pieces that can be engraved, type your words into the engraving box on the product page. Names, initials, dates and short words work best. You can use up to 30 characters including spaces, and up to 20 is recommended for the neatest result.
Can you make a piece from my own photo, drawing or design?
Yes. Our Designed by You pieces are made from your photo, drawing, handwriting or artwork. You upload it when you order, and we'll be in touch before we begin if anything needs adjusting.
Can I return a personalised or engraved piece?
Personalised and customised pieces, including engraved ones, can't be returned or exchanged unless they are faulty, because each one is made for you.
Materials and care
What are your pieces made from?
Our Illustrated in Silver pieces, coin pendants and engraved disc pendants are handcrafted in the UK from recycled sterling silver. Our gemstone jewellery is handmade and designed in the UK, using natural gemstones and carefully sourced materials.
Is your jewellery hallmarked?
Where hallmarking is required, or considered desirable, our exclusive designs are hallmarked at the Birmingham Assay Office. They carry the Anchor assay mark and our maker's mark, the letters OJ within a hexagon. You can read more on our hallmarking page.
How do I look after my jewellery?
Every order includes a polish cloth. Put your jewellery on last, take it off before swimming or bathing, and store each piece dry and separate in its gift box or a soft pouch. Our jewellery care guide has the full detail, including how to clean gemstones.
Why does silver tarnish?
Sterling silver naturally darkens over time through contact with air and skin. It's normal and not a fault. Regular wear and a quick buff with your polish cloth keep it bright.
Returns
What is your returns policy?
You have 60 days to return or exchange an item. It needs to be unused, in the condition you received it and in its original packaging. Earrings can't be returned, and personalised pieces can't be returned unless faulty. Return postage is the customer's responsibility unless the item is faulty or arrived damaged, in which case we cover it. Once we've received and inspected your return, we process your refund within two working days. Please see our full refund policy.
About Ojewellery
Who is behind Ojewellery?
Ojewellery was founded in 2021 by Lindsay Hayman, who has been selling online for over 20 years. She designs the jewellery in the UK and looks after the business personally. You can read her story on the Meet Lindsay page.
How can I contact you?
Email is the best way. Write to lindsay@ojewellery.com and you'll hear back within 24 hours. You can also use the contact page.