Frequently asked questions
Can I return/exchange my item?
All items can be returned in their original packaging within 30 days unless they have been personalised, bespoke or made to your specific requirements. Personalised items cannot be returned unless faulty.
How long will my personalised jewellery order take?
Most standard personalised jewellery can be made and sent out within 2-5 days. When you order, you will be notified of the date when it will be posted. If there is likely to be a delay, we will notify you of this.
Can I cancel an order
Once an order has been placed it will often be made the same day or within a couple of days. If you decide to cancel once the item has been made and personalised, unfortunately, the order cannot be cancelled.
My item has not arrived
Occasionally at peak times, items may take longer to arrive than anticipated. If this has happened, please contact us at and we will do our best to track it down. We can only do this with items that are sent by a trackable service. Items under the value of £30 cannot be tracked.
If we can’t track your item from our end, you should check with your local post office just in case the postman hasn’t left a card.
I’ve ordered the incorrect sized ring, chain or bangle
Some of our rings and bangles can be resized for a small charge. The service for this is is available by contacting us, we will have a page up for this soon. This service is not available for rings which have a stone set into them. The wide anticlastic shaped bangles can be made smaller but not larger.
If you would prefer a different chain, please contact us at contact@caroleallenjewellery.co.uk and return the chain to us using a jiffy bag, along with the correct payment.
Item needed urgently
If you need something in a hurry, please contact us and let us know. We can then usually rush your order through and send you a link to the special delivery payment page. You can also select a downloadable gift voucher, which makes things even quicker!
Spelling error on my item
As long as the error is on our part, we will always rectify this free of charge. Please send a photo of the jewellery to us by clicking here and then return the item to us. We will also refund your postage costs.
Hallmarking
All silver items over 7.8 grams will be hallmarked. Items under that weight are not required to be hallmarked by law but you can rest assured that where items are sold as sterling silver, they will be made from the highest quality 925 silver.
If you choose to have an item made in gold, this will be hallmarked but it may take up to 4 weeks unless it is already in stock.
Silver tarnishing or turning my skin black
Silver can be affected by exposure to water, heat, chlorine, perfume etc. If this happens, please clean the item using a silver cloth.
Some people have a chemical make-up which will make silver go black, particularly during hot weather, when the body perspires.
Please see the jewellery maintenance section
Can I have my item gift wrapped?
Yes, you can choose to have your item wrapped in our special gift bag which reads “handmade just for you”. We will also include a blank gift card for you to write your own message on.
If you would like your item sent direct to the recipient, please let us know what message you would like and we will write it for you in our bestest handwriting!
Do you do gift vouchers?
Yes we do. You can download your own gift voucher with the appropriate amount here which you can either print out yourself, or send on to the lucky recipient. This is a great option if you need a gift in a hurry.