Orders & Personalisation:
Do you have any photo requirements?
For the best results, please upload a clear, high-resolution photo (minimum 1,000 x 1,000 pixels). JPEG and PNG are accepted. Blurry or low-quality photos may affect your final piece.
- Avoid cropped faces or heavy filters.
- Square images work best
Can I change my order?
Changes (photo, engraving, or shipping address) can usually be made within 2 hours of placing your order. After this, production begins and we can’t guarantee updates. Contact us immediately if you need to make changes.
Can I cancel my order?
- Made To Order Jewellery: Cannot be cancelled once production starts.
- Permanent Bracelet Kit: Can be cancelled if not yet dispatched
How does photo projection jewellery work?
Photo projection jewellery is made by printing a personalised photo inside the jewellery. This can be viewed but looking directly into the photo or by shining a light through to project it.
You can watch our how to view photo projection jewellery YouTube video for a more in-depth explanation
What happens to my uploaded photo?
Your photo is used only to create your jewellery, securely stored for 60 days (in case your jewellery needs to be remade) and is then deleted. We never share or reuse customer photos.
Shipping & Delivery:
How long will it take to receive my order?
Permanent Bracelet Kit:
- Dispatched in 1–2 working days.
- UK delivery: 1–2 working days after dispatch.
- International delivery: 5–10 working days depending on country.
Made-to-Order Jewellery (all other products)
- Created and dispatched in 5-10 days.
- UK delivery: 1-2 weeks from order date.
- International delivery: usually 2–4 weeks, depending on destination
Will I be able to track my order?
Yes, once your order has been dispatched you will be notified via email with tracking information
You can also track your order on our order tracking page.
Do you ship internationally?
Yes, we ship worldwide.
What if my order is delayed or lost?
If your jewellery hasn’t arrived after the estimated timeframe, contact us. We’ll investigate with the courier and replace your order free of charge if it’s confirmed lost.
What if I entered the wrong address?
If your order hasn’t been dispatched yet, we can usually update it. Once shipped, we may not be able to recover it – so please check carefully before confirming your order.
Returns, Repairs & Guarantees:
What guarantees do you offer?
- Permanent Bracelet Kit: Lifetime Guarantee.
- All other jewellery: 100-day satisfaction guarantee covering manufacturing faults and damages
What if my jewellery arrives damaged?
If your item arrives faulty, damaged, or incorrect, we’ll replace it free of charge. Please send photos to our support team within 7 days of receiving it.
Do you accept returns if I change my mind?
Because our jewellery is personalised, we can’t accept returns for change of mind. Only our Permanent Bracelet Kit can be returned if unused.
To return a Permanent Bracelet Kit:
- Contact our support team with the return reason
- Once the return is approved we will share the return address
- Repackage and return the order – please let us know the return tracking number
- Once we have received and checked the item we will issue your refund
How long do refunds or replacements take?
- Refunds: processed back to your payment method within 5–7 working days.
- Replacements: usually shipped within 7 working days
Jewellery & Care
What materials do you use?
Our jewellery is crafted from premium stainless steel and sterling silver, depending on the design. Each piece is chosen for durability and a long-lasting finish.
Is your jewellery adjustable?
Yes, all of our jewellery is either completely adjustable to fit you or is fitted with a 5cm adjuster allowing you to adjust the sizing.
How should I care for my jewellery?
- Avoid water when possible.
- Keep away from perfume, lotions or cleaning products.
- Wipe gently with a soft cloth after wearing
- Store your jewellery separately in a cool, dry place
Other:
Which payment methods can I use?
We accept all major methods including PayPal, Visa, Mastercard, AMEX, Apple Pay, Google Pay, Klarna, ClearPay, iDEAL, Sofort and Bancontact.
Do you offer payment plans?
Yes — Klarna and Clearpay let you split payments into instalments.
Still need help?
If your question isn’t answered here, our friendly team is here to help.
📧 Email: support@allurejewellery.co
