FREQUENTLY ASKED QUESTIONS 

Jewellery care

Please keep your FERA jewellery away from water, chlorine, detergents and oils which can all affect the finish and cause tarnish. Do not wear whilst showering, sleeping or exercising

Metals will naturally oxidise over time, silver and gold can be cleaned with a professional silver or gold cloth, or dipping solution. Please refer to the care card enclosed with your item. Cow bone must be kept away from all liquids and cleaning solutions. Gold plated items can be cleaned gently using a lukewarm cloth with small amount of detergent

 When will my piece arrive?

Items are shipped by Special Delivery the next business day. International orders dispatch times will vary; we always supply  a tracking code but in the unlikely event your package does not arrive please get in touch

I don’t know my ring size…

Any high street jeweller will measure your fingers free of charge. Alternatively please order a plastic ring gauge to measure at home. The gauge will be dispatched by First Class post the first working day after your order is received. Once you know your ring size you can place your order. If your size is not in stock we can resize certain items please get in touch to discuss. Please see our ring conversion chart link here to convert international sizes. Providing the correct ring size is the responsibility of the customer and we cannot accept liability for incorrect sizes ordered

Will my item be hallmarked?

We pride ourselves in our unique mark of British quality and all items sold in the UK are hallmarked in line with The Hallmarking Act of 1973. This states that gold items over 1g and silver items over 7.78g must be stamped with the makers individual mark

Can I personalise my order?

Certain pieces can be tailor made to your requirements. For example if you would like a different stone, a shorter or different chain we can make some pieces personal to you. We can also offer an engraving service on certain items. Please get in touch before ordering to discuss the options. If you would like metal from old jewellery reworked into one of our designs or commissioned into a new bespoke piece please get in touch. Customisation of orders will increase the dispatch time and this will be agreed at time of ordering

Returns

In accordance with Distance Selling Regulations 2000 you must contact us in writing within 7 working days of your receipt of the goods to request a refund if you change your mind. Items must be returned unworn, in their original packaging with proof of purchase and all associated material. If a refund is agreed any goods must be returned within 14 days of the date received in original packaging and securely wrapped. We do not accept responsibility for goods damaged in transit or improperly wrapped and this may affect your right to refund. The customer is responsible for all return postage costs; please ensure you purchase adequate postal insurance by using the Royal Mail Special Delivery service. For International returns please ensure you use a fully trackable service to avoid as any loss or damage incurred may affect your refund

A refund will be carried out within 14 days to the original method of payment. Through Paypal this will mean into the associated bank account rather than any credit card used for the transaction

Faulty Items

We pride ourselves on the highest quality of craftsmanship at FERA. Every piece is handmade with care and attention to detail and thoroughly quality checked before sending. However if anything should go wrong please email us within a reasonable time scale. In most cases an exchange or repair will be offered and will be dealt with on a case by case basis. We want you to wear and love your FERA jewellery just as much as we love making it so please be assured our customers happiness is paramount

Exceptions

Earrings cannot be returned/refunded, unless they are faulty. This is due to hygiene reasons and does not affect your statutory rights.  All sales of bespoke or Made To Order items or jewellery altered to a customer request are final and exempt from refund

For any items judged to be damaged due to improper use or when reasonable care has not been taken by the customer, FERA Jewellery may claim against the customer for damages and breach of statutory duty. This does not affect the customer’s right to a full refund

Exchanges

If you have requested an exchange we will only be able to ship your exchanged goods once we have received the returned item.

You will be charged for any additional cost and any additional shipping, taxes and import duties

Gold Plate

All gold plate is 18 carat. The term '18 carat gold vermeil' refers to gold plated sterling silver. A gold plate finish has a limited lifespan on it and must be cared for using the recommendations provided above

Claims
Damaged/ lost goods; claims must be received in writing within 7 days from receipt.

Copyright

FERA Jewellery accept no responsibility when acting on the instructions of a customer for any infringement whatsoever of copyright or registered design

Delivery costs

There is a flat rate shipping charge for all worldwide destinations of £8

International

In the unlikely event of a dispute, all claims to be resolved under English law

Payment terms

Customers may select PayPal or Stripe to make payment for their orders. Both systems manage your transaction securely online. It is also possible to pay by bank transfer please email info@ferajewellery.com if you require this method of payment

Images

Due to the nature of the Internet and the resolution at which it renders images and is displayed by different browsers, our products may vary slightly in colour from the images displayed on ferajewellery.com. Rest assured our products look even better in real life and we are confident that you will be delighted with our products

Privacy

FERA Jewellery does not share its customer details with any other businesses

Quantities

Prices where quoted are per single item or set of two where stated

Tax

Total order cost, when calculated, include all costs (VAT and Delivery), excluding local taxes. We are not responsible for any customs charges raised on International Orders by the receiving country

Transfer

All goods remain the property of FERA Jewellery until paid in full

Promotional Codes – (Coupons / Voucher Codes / Promo Codes)

Promotional codes are individual offers and cannot be used in conjunction with other promotional codes unless otherwise stated. Our codes are limited offers and expire on their published date and / or at the discretion of ferajewellery.com. Not valid on sale items

FOR ANY FURTHER INFORMATION PLEASE CONTACT INFO@FERAJEWELLERY.COM