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FAQs

Orders & Shipping

  • 1. Can I change or cancel my order?

    If you would like to make any changes to your order, including your shipping address, or cancel it, please email us at hello@edgeofember.com within two hours of placing the order and we will change any details we can.

  • 2. How long will it take my order to ship?

    We aim to send all orders out on the same day if placed before 12pm. Express shipping orders will always be prioritised and will go out on a next day service within the UK, or will take 3-5 days worldwide.
    For standard shipping, if we are experiencing a busy period, it may take an extra day or two to process your order and ship it out. Once it has been shipped out, it should take 3-5 days for delivery within the UK, or 5-10 worldwide.

  • 3. What payment methods can I use?

    You can pay by card or via Paypal at checkout. We are also introducing Klarna, so that you can pay in instalments, which is a little easier on your monthly bank balance!

  • 4. What does 'Expected shipping date…' mean?

    Expected shipping date means that we currently do not have stock of this item, but it is due to arrive on that date. You can preorder the item and we will send it out to you when it is restocked. You can cancel the order anytime before the order is shipped.

  • 5. How much is shipping?

    Standard shipping is free worldwide. Express shipping within the UK costs £5 and £7-20 to international destinations. See here for shipping rates.

  • 6. Is a signature needed on delivery?

    All our deliveries require a signature upon arrival. This is to ensure the jewellery gets to you safely! You delivery address doesn’t need to be the same as your billing address, so you can have your order delivered to an address you know someone will be at during the day.

  • 7. When will I get my order if one of the items was on preorder?

    If you order multiple items and one of those is on preorder, we will hold on to your order and send it all together as soon as the preorder item arrives. However, if you would like the items that are in stock to be sent straight away, please email us at hello@edgeofember.com and we can split the shipments.

  • 8. Can I pay in instalments?

    Yes you can. We have just started working with Klarna, a Swedish payment service provider making it easier for people to shop online, giving you the option to break up your payments. 

    We are now offering the Pay Later in 3 plan, so that you can split your order payment into three equal instalments over a 60 day period.

  • 9. How does Pay Later in 3 work?

    On this plan you can split the cost into three equal installments. The first payment will be taken when you place your order and the second and third will be taken 30 days and 60 days later. 

    If you have any questions about using Klarna to make your payment, just email us at hello@edgeofember.com.

  • 10. What do I need to make a payment using Klarna?

    To make your purchase this way, you will need to provide your mobile phone number, email address, current billing address and debit or credit card details. They will need your phone number in case they need to reach you. All other communications will be sent to your email address, so make sure it’s correct!

  • 11. What if I cancel or return my order?

    As soon as we have accepted your cancellation or return, Klarna will cancel all future payments and refund you any amounts you have already paid.

  • 12. Can I pay before the due date?

    At the moment you won’t be able to pay earlier than the scheduled date.

Sizing

Engraving

  • 1. How many words can I fit on a necklace?

    You can fit a set number of characters on each engravable product - this differs for each engravable product, and will be stated on the product description. Spaces and punctuation count as a character.

  • 2. How long will my engraving order take?

    All engravings take an extra 3 working days to process and will be shipped out with express or standard shipping once it has been engraved, depending on the shipping option you chose at checkout.

  • 3. What do the different fonts look like?

    We have included an image with the two font options we have available on all of the engravable product pages. You can also have a look at our engraving inspiration page here, to see some examples of engravings we have done for other customers.

  • 4. Can I get an image or special characters engraved?

    At the moment we can only engrave numbers, letters and punctuation, but we are working on developing more illustrations and symbols to add to our engraving options.

Returns & Exchanges

  • 1. What is your returns policy?

    Returns are free for customers based within the UK. At the moment customers from the rest of the world will have to cover the cost of their returns.

    We accept returns that are sent back to us within 30 days of your initial purchase. All items must have the security tag intact for us to be able to accept them. Sale items are not eligible for return, unless they arrive damaged. If you purchase a ring in the sale and it is the wrong size, we can facilitate an exchange if we have alternative sizes available, or we will be able to issue you with store credit. Engraved items are not eligible for return, unless they arrive damaged. Shipping charges are not refundable, so these will be deducted from your refund amount.

  • 2. When can I get a returns label?

    If you are based in the UK, you can download a prepaid returns label from Royal Mail here. For full returns instructions, please see our Shipping & Returns page here.

  • 3. Can I return or exchange an engraved item?

    We cannot accept returns of engraved items, unless they arrive damaged or faulty.

  • 4. Can I return earrings?

    You can return earrings, as long as the security tag is still intact and they have not been worn.

  • 5. What’s your exchange policy?

    Our exchange policy is the same as our returns policy (see above).

  • 6. When will I receive my refund?

    Once we have received your returned package, it will take 5-7 days to process the return and for the refund to be made. You can also sometimes expect to wait 2-3 days for the money to appear back in your account.

  • 7. Can I return a gift?

    Yes you can return a gift if it falls within our return policy. All we need from you is the order number from the person that bought it for you, or their name or email address. We can also organise an exchange for you.

My Account

  • 1. How do I go to my account?

    In the top right hand corner you will see an icon of a star and the words ‘Sign In’, if you click on this you will be prompted to enter your email address and password and you will gain access to your account. If you have not made an account yet, this is the same page where you can create a new account.

  • 2. Where do I find my store credit?

    Your store credit is assigned to your account. You will need to be logged in for this store credit to be applied automatically to the total order amount at checkout.

Product Care & Materials

  • 1. What is the one year guarantee?

    We have a one year guarantee on all of our products. If anything happens to them, we will replace them for you.

  • 2. What does gold vermeil mean?

    Gold vermeil is a thick layer of 18k gold plated on sterling silver. It’s a higher quality plating, so that it doesn’t wear off easily.

  • 3. Will my necklace tarnish over time?

    It shouldn’t tarnish over time, as it is plated with a thick layer of 18k gold. However if it is exposed to water, lotions, perfumes and other products tarnishing is much more likely to happen at a faster rate.

  • 4. Can I wear my necklace in the shower?

    We strongly advise against wearing any of our gold vermeil pieces in the shower. This will only mean that the gold will wear off the jewellery at a much faster rate. Our solid gold collection however can be worn in the shower.

  • 5. How do I look after my jewellery?

    We recommend using the polishing cloth included in your order to give you jewellery a little shine every now and again. This will keep it sparkling for you.

  • 6. Where is your jewellery made and by who?

    All of our jewellery is made by artisan groups, small-scale and family run factories in India and Thailand. We ensure all of the production groups we work with are paid fairly and in good working conditions. You can find out more about our makers here.

  • 7. Do you make custom pieces?

    We only have one custom piece available at the moment, and that is our Customised Nameplate Necklace. You can choose to get your name or any other word (maximum 8 characters). As it is a custom piece, once you have placed your order, it will take 5-6 weeks to ship.

  • 8. Can you make a piece in solid gold on request?

    We don’t currently offer custom pieces in solid gold, but if there is something in particular you would like to see us produce, let us know at hello@edgeofember.com and we will always pass this feedback on to our Design team.

Gifts