CONTACT TEAM ALYSSA

For more information about our jewellery, help choosing the perfect gift, alterations, bespoke enquiries or anything else you can think of, please do get in touch with team Alyssa.

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01462 682843
9.30 – 5PM GMT, Monday – Friday

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ASJ Ltd
Sparkle Towers HQ
PO Box 337
Baldock
SG6 9GB

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Is your answer here? Popular questions and speedy answers

How long does delivery take?

Depending on which piece of jewellery you have purchased, delivery times can vary. The approximate delivery time for each piece of jewellery is usually stated in the product description, but if you can’t find this or would like more help, just get in touch before you place your order and we will be pleased to help.

If you have already placed your order, please do get in touch with us and have your order number, and item you have ordered to hand so that we can help you.

If you have more than one item on your order, and each product has a different delivery time from the other product, we may hold on to your order until all items are ready to dispatch at the same time. This is common when an order is placed and contains an ‘in stock’ item, along with a ‘pre order’ item on the same order. If you would like your ‘in stock’ item sent before the ‘pre order’ item, please do get in touch with us and we will be happy to split your order, but please be advised that we may charge additional postage to split an order.

Uh oh- I’m in a hurry! – If you require your order for a specific date, or you are in a hurry to receive your order, sometimes we are able to send items out on the same day, for next day delivery -depending on what the item is. This is for UK customers only, and would incur an extra delivery cost.

For international order deliveries, we can sometimes use a courier service for a faster than our standard delivery times, depending on whether your item is in stock and ready to dispatch, and where in the world you are. Please do get in touch to discuss this if you would like to find out more about this international service.

How will my order be sent?

At Alyssa Smith Jewellery, we use a number of Royal Mail services to post our parcels- including royal mail second class recorded delivery as standard for UK addresses, which normally takes around 3 – 5 working days.

International orders are usually posted via royal mail tracked and signed for, and the delivery time will depend on the destination.
If you require your order for a specific date, or you are in a hurry to receive your order (we know that sometimes it is difficult to wait to get your sparkly hands on your new treats!) we may be able to upgrade your postage from the standard second class recorded service we offer, to a first class recorded service, which is estimated to take between 1 -3 working days, or a next working day, delivery before 1pm service with royal mail, called ‘special delivery’ – This availability is dependent on what the item is, so please do get in touch if you would like to talk to us more about this. The ‘special delivery’ service is only available to UK and Channel Island customers only, and would incur an extra delivery cost.

Please do get in touch with us if you would like to find out if your postage can be upgraded, and to discuss your options. You can either phone us during working hours (Monday – Friday, 9 – 5pm) on 01462 682843, or send us an email using our website contact form.

For international order deliveries, we can sometimes use a courier service for a faster than our standard international delivery times, depending on whether your item is in stock and ready to dispatch, and where in the world you are. Please do get in touch, using the details above to discuss this if you would like to find out more about this international service.

How much is delivery?

Delivery to the UK and Channel Islands is free of charge for orders totalling £20 or over. Delivery for orders under £20 will be charged at £4.95.

International delivery to Europe and the rest of the world is charged at a flat rate of £10 for orders placed and totalling under £100. International delivery for orders totalling £100 or over, is free of charge.

Delivery times for locations outside of the UK and Channel Islands vary by country, and can take anything from a few days, to approximately 4 weeks at very busy times, depending on where in the world the order is sent to. Please do contact us if you would like to find out more about International delivery times. International orders are sent as standard with our Royal Mail international signed for service.

If you would like your order sent via another delivery carrier such as UPS or DPD for a faster international delivery service, please get in touch with us via phone or email, and we will be happy to assist you and provide you with cost estimates for these services, depending on your delivery country.

Bespoke jewellery orders placed under our bespoke jewellery service are not exempt from delivery charges, and these delivery charges will very much depend on the bespoke piece and its value, which will be discussed at the time of ordering and paying for a bespoke piece.

For UK orders, we will normally use the Royal Mail 2nd class recorded postage service to send our items, and this can take around 3-5 working days. If you would like to upgrade your postage to Royal Mail 1st class, estimated to take between 1-3 working days for delivery, or the next working day Special Delivery service instead, please do get in touch with us before placing your order to check whether this is possible, or within 1 hour of placing your order, and we can organise this for you at an extra cost, providing the item is in stock and able to be sent on the date specified.

Sending items out via a next ‘working day’ delivery service will depend on whether the items you have ordered are all in stock, and available to be sent by our team. As some of our items are made to order, we cannot offer this service on everything we sell. Please do give us a call or an email to discuss upgrading your postage after, or before placing your order and we will be pleased to help you further with any requests you may have.

My jewellery has tarnished/gone a funny colour!

Oh dear! We are sorry to hear this, but unfortunately this is not uncommon with sterling silver jewellery of any type- However, it is usually very easily rectified!

Our jewellery is made of sterling silver, which does tend to tarnish over time and with day to day wear. Jewellery can even tarnish when it has been sitting in a box- unless the box is completely airtight- but this is nothing to worry about and can easily be fixed!

Tarnishing (or, oxidising) is due to the presence of natural gasses in the air we breathe, or materials around you. Some factors around you can cause silver jewellery to tarnish quicker than others- including make up, heat, chlorine, showering in your jewellery, chemicals or cleaning products, sweating (sorry, ‘glowing’) , moisturisers and perfumes (the list goes on!)

This is why it is very important you look after your jewellery well- It doesn’t take a lot of time, and you don’t have to do it ever day, but it is absolutely worth looking after your jewellery to keep it looking shiny and new. Treat your jewellery to a polishing cloth (we sell these or you can use your own) and give it a good rub every week or so. You will be amazed at how much brighter your jewellery looks afterwards. It is worth investing in a silver/gold dip as well for items without stones. A little dip, and your chains and 3d pieces will be looking as shiny as ever!

If you are wanting to polish something such as a ring or a little 3d charm perhaps, you can take a very soft brush, bowl of warm soapy water, and give the piece a delicate scrub a dub dub, and then gently pat it dry for fantastic results, too!

How much is international delivery?

Delivery overseas is absolutely free for our website orders, if your order exceeds £100.

Delivery overseas for website orders under £100 is charged at £10.

Delivery for jewellery made under our bespoke jewellery service is always charged, and this price will be determined by each bespoke item and its value.

Please do get in touch with team Alyssa if you need any help working out what a delivery cost would be to your country, and we will be pleased to help you further.

Returns and Exchanges policy

Damaged goods

At no cost to the customer, Alyssa Smith Jewellery Limited will replace or correct goods damaged in transit providing we receive written notification of such damage within 7 days of the date of posting, but not otherwise. We understand that sometimes, there are things out of our control such as damage in transit, or bad weather which can play a part in damaging both the outer packaging of your jewellery, and occasionally the jewellery itself. We will of course, aim to fix this as soon as possible for you so that you can enjoy your jewellery, just as you should!

Any breakages or other issues caused by or resulting from external factors such as wearing jewellery in bed, whilst doing housework, exercising, whilst swimming or in the shower/pool, or spraying perfumes/lotions on plated items is not the responsibility of Alyssa Smith Jewellery and we will not be liable for damage caused to our jewellery from such activities. We have a ‘care for your jewellery’ section on our website with handy tips on storing and looking after your jewellery, which we recommend you refer to before purchasing our jewellery.

If however, a breakage or damage to your jewellery does occur, please do get in touch with us as your jewellery, in most cases, can be repaired by Alyssa Smith Jewellery at a small cost – we want you to enjoy your pieces for years to come, and understand that accidents can happen

Can I cancel my order?

We are sorry to hear you are thinking of cancelling your order. Is there anything we can do to change your mind? Let us know and we will be pleased to chat with you and help with any concerns you may have. If you would still like to cancel your order, please do email us at alyssa@alyssasmith.co.uk or give the team a call on 01462 682843 within 1 hour of placing your order, so that we can arrange this for you.

The reason we ask that you contact us within 1 hour is because sometimes at busy times, your order may have left our workshop within 1 hour – We are very fast sometimes!

Please ensure that before you get in touch, you have as much information to hand as possible such as your customer name, order number, order date, item to cancel and the reason for cancelling

If you would like to cancel an order, and your order has already been dispatched- you can return any item to us, apart from pierced earrings- providing that the item(s) are in its original packaging, unworn, and in its original condition. We will asses the jewellery once it is returned, and if we are satisfied it is unworn and in its original packaging, we will offer a full refund, which will be processed within 3 – 5 days. Refunds will be minus any postage costs paid, where applicable. Returns must be made within 7 days of receiving the goods. Please enclose as many helpful details as possible within your package, including your name, order number, phone number, reason for return and email address if possible, so that we can contact you when your package arrives.

Before sending your item back, please do drop us a little email to let us know to expect the package, on alyssa@alyssasmith.co.uk

Returning the item(s) you would like to have refunded is your responsibility to return to us safely, and for those within the UK, we recommend using royal mail special delivery service, as we can not take responsibility for any items lost in transit
Returns from OUTSIDE the UK- please do NOT use our P.O box address, please contact us for an alternate address, as your jewellery may be lost in transit if you do not use a full address, which we will provide to you in writing.

If you are returning an order from outside of the UK, please refer to our international postage and packaging charges, which will be deduced from your total refund, where applicable. Please use a suitable and insured form of postage to safely return your order to us.

Refunds will be made to the original payment method minus postage and packaging (where applicable)

Returns made after 7 days of receiving the goods will not be issued with a cash refund, but can be exchanged for other items, or exchanged for a voucher for ‘Alyssa Smith Jewellery’ to the amount of the jewellery’s worth, for up to 28 days of the order date.
The total refund will be minus any postage and packaging paid, if applicable.

Exchanges of goods for vouchers, or alternative jewellery can only be made within 28 days of receiving your order. After 28 days have passed, we will not be able to accept any returns for exchanges.

We do not issue refunds for ‘postage and packaging’ on items that have been returned to us for a refund, where paid.

We may refuse a transaction for any reason or refuse service to anyone at any time at our sole discretion.

No refunds will be offered on any piece of bespoke jewellery at any time.

Due to hygiene reasons, we are unable to accept any refunds or exchanges on pierced ear earrings, including drop earrings, hoop earrings and studs, unless there is a fault with the item. Any fault must be reported immediately, and returned to us within 7 days of reporting the fault.

Can I return my order for a refund or exchange?

We are sorry to hear your jewellery isn’t perfect for you. Is there anything we can do to change your mind? Let us know and we will be pleased to chat with you and help with any concerns you may have. If you would still like to return your order for a refund or an exchange, please do email us at alyssa@alyssasmith.co.uk or give the team a call on 01462 682843 so we will know to expect your package shortly.

You can return any item to us, apart from pierced earrings- providing that the item(s) are in its original packaging, unworn, and in its original condition. We will asses the jewellery once it is returned, and if we are satisfied it is unworn and in its original packaging, we will offer a full refund, which will be processed within 3 – 5 days. Refunds will be minus any postage costs paid, where applicable. Returns must be made within 7 days of receiving the goods. Please enclose as many helpful details as possible within your package, including your name, order number, phone number, reason for return and email address if possible, so that we can contact you when your package arrives.

Returning the item(s) you would like to have refunded is your responsibility to return to us safely, and for those within the UK, we recommend using royal mail special delivery service, as we can not take responsibility for any items lost in transit
Returns from OUTSIDE the UK- please do NOT use our P.O box address, please contact us for an alternate address, as your jewellery may be lost in transit if you do not use a full address, which we will provide to you in writing.

If you are returning an order from outside of the UK, please refer to our international postage and packaging charges, which will be deduced from your total refund, where applicable. Please use a suitable and insured form of postage to safely return your order to us.

Refunds will be made to the original payment method minus any postage and packaging that has been paid(where applicable)

Returns made after 7 days of receiving the goods will not be issued with a cash refund, but can be exchanged for other items, or exchanged for a voucher for ‘Alyssa Smith Jewellery’ to the amount of the jewellery’s worth, for up to 28 days of the order date.
Exchanges of goods for vouchers, or alternative jewellery can only be made within 28 days of receiving your order. After 28 days have passed, we will not be able to accept any returns for exchanges.

The total refund will be minus any postage and packaging paid, if applicable.

No refunds will be offered on any piece of bespoke jewellery at any time.

Due to hygiene reasons, we are unable to accept any refunds or exchanges on pierced ear earrings, including drop earrings, hoop earrings and studs, unless there is a fault with the item. Any fault must be reported immediately, and returned to us within 7 days of reporting the fault.

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