POPULAR QUESTIONS ANSWERED

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.

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.

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 every 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 3 dimensional pieces will be looking as shiny as ever!

If you are wanting to polish something such as a ring or a little 3 dimensional 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!

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.

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

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 assess 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.

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.

However, you can return it to us, and we can change it within our jewellery workshop to another length (hopefully the correct length this time!) for a small additional fee. Repairs and alterations will be carried out either in our workshop in Hertfordshire, or at our partner workshop in London- Alterations may take a little while for us to do for you, but it’s important you get it right!
If you do need to alter your chain length again, we do recommend you take a moment to properly measure and make sure you request the correct length in cm or inches, if you are wanting to alter your jewellery chain length from our standard offerings.

If you require any help with this, just let a member of team Alyssa know and we will be happy to assist you, so that your jewellery is the perfect fit for you

Unfortunately, this service isn’t available on every piece of jewellery we sell, but it is widely available on most items, so please do get in touch for more advice and help

We recommend you take a moment to properly measure your ankle/wrist/existing perfect necklace, and give us a call or email with the length you require, and the item(s) you are wanting to order, so that we can help arrange this for you.

Unfortunately, this service isn’t available on every piece of jewellery we sell, but it is widely available on most items, so please do get in touch for more advice and help- But please do double check the length you would like to order, as jewellery which has been altered from our ‘standard’ lengths, cannot be returned for a refund, or exchanged once it has been made to your specific, bespoke length.

All of our bespoke gold jewellery is hallmarked, and sterling silver bespoke jewellery can be hallmarked upon customer request, at a small additional fee if it falls under the compulsory hallmarking weight.

We have our own hallmark registered with the Assay office in the UK, with the initials (ALS). This is a unique hallmark which no other company or designer can use on their jewellery, and stands for Alyssa’s full name- Alyssa Lianne Smith. This has been a registered hallmark since back in 2007- fancy!

Our loyalty point system is really easy! Just think of it as a nectar point at Sainsburys or similar to Boots points! Each point is worth 1p. You will get 4 loyalty points per £1 spent, so if you spend £100 at ASJ your points will be converted into £4 of points to spend at Alyssa Smith Jewellery. You can spend your points whenever you like, or leave them adding up until you have enough to buy the piece of jewellery you have had your eye on! If you spend £500 at ASJ you will have accumulated £20 to spend in our store. Please note that you cannot use loyalty points to pay for bespoke jewellery.

This will help us right from the early stages to get an idea of the special piece you are looking to have made. At busy periods, we operate a bespoke waiting list, and our workshop making slots do get booked up throughout the year, so we do recommend getting in touch as early as you can, especially if you have a deadline in mind, or a special date you would need the piece for.
We specialise in silver and gold jewellery, and we also work in platinum. Our gold jewellery is available in 9 or 18 carat, and in yellow, rose or white gold. We also use gorgeous gemstones in our bespoke jewellery, including diamonds (Yum!) Incorporating a gemstone or engraving into a bespoke piece is fantastic for adding a bit of a personal touch, as each month of the year is represented with a different birthstone! We will look forward to hearing from you, and turning your jewellery dreams into reality in precious metals.

For bespoke jewellery orders, your payment will also be taken at the time of ordering, and after you have confirmed that you are happy with your design, and accepted your project specifications.

We will not be able to send any orders to their new homes until payment has been received in full.

If however, you ordered your jewellery on a day where we held a promotion, which we do from time to time – and you received a free gift (for example, free silver earrings or a charm) then unfortunately, if you decide to return your entire order, then you will also need to return your freebies for your refund – sorry!

If you have purchased a ‘pre order’ item, then the estimated delivery date will be on the product information itself, but if in doubt or you can’t find the details, just get in touch and we will be happy to let you know when you should expect your new, sparkly jewellery.

A longer explanation. Our bespoke race track charms differ slightly from the ones you see in our online collections. The charms in our motorsports online collections are cut in small batches in order to make them as small and intricate as possible, then hand finished and polished. These measure approximately 1.5cms in size per track

Our bespoke charms are drawn out, and then cut by hand for each customer by Alyssa and her little hack saw, so are a little bit bigger than the ones we laser cut. It depends on each track individually, but each bespoke race track charm measures around 1.8 – 2.2cm’s in size- so a tiny bit bigger than the ones in our online collection. With our bespoke track charms, we will also offer the option to have the circle cut in at the start/finish line, or to have the track without the circle at the start/finish line, as well as all sorts of other personalised touches such as engraved dates, names and numbers along the edge of the track, to gorgeous gemstones set along the track edge, perhaps from where you sat, or a place which holds a special memory for you. We can set all different types of stones into our race tracks, and a personalised, bespoke race track charm is a lovely touch!

Like the tracks in our online collections, our bespoke track charms are also able to be fitted with Pandora compatible sliders- just let us know if you’d like one of these!

If you would like a track made that we don’t currently sell in our online collections, then our bespoke jewellery service is for you, as we can make nearly every track in the world as a one off, made to order piece! Do get in touch with us if this is something you would like to talk to team alyssa a bit more about, as we absolutely love creating special tracks!

Our tracks can be made into earrings, charms, necklaces, bracelets, anklets, cufflinks and tie slides under our bespoke service.

If the chain is too short- The easiest and quickest fix would be to purchase a little ‘add on’, of a sterling silver extension chain- our extender chains are 2 inches in length, and you can pop them on the back of the chain to make it longer.

If you would like to exchange the chain for another length (either longer or shorter) just let us know and we can arrange how to swap the necklace chain for you- but remember that if you would like to exchange the chain, it will need to be returned to us in an unworn/new condition, within 28 days

If you would like to swap your chain for a longer chain, this will incur a small additional charge, but if you let us know, we can arrange this for you- easy peasy!

If you would like to swap your chain and it has been longer than 28 days, then we unfortunately will not be able to exchange it for you. You will either have to buy an extension chain (super easy and quick fix) or buy a new chain, which you can find in our chains collection.

Unfortunately, from time to time, delicate jewellery can get damaged in transit, even when we do pad it out well. It is possible for chains to tangle in a box, or even snap on rare occasions – we absolutely blame invisible gremlins inside the box for this- as there is no other explanation!

If you need to report a fault or damage to us, just let us know as soon as you receive the item- either by emailing us at alyssa@alyssasmith.co.uk, calling us on 01462 682843 during office hours, or send us a private message on facebook, Instagram or twitter. We will aim to get back to you as quickly as we can so that we can rectify this, and have you enjoying your jewellery in no time.

Please note that all damages must be reported to us within 24 hours of receipt of the jewellery.

You will often find extra added touches inside your delivery too, including sparkling (and biodegradable!) confetti inside with the jewellery, and quite frequently- sweeties or little chocolates! The only reason you won’t get a ‘yummy’ in your parcel is if we run out- but we will pop one in your next order for sure!

Our pouches are a fantastic way to take your jewellery away on your travels- and often our charms and anklets are delivered in pouches

If you’d like to know how your jewellery will be packaged or what the packaging is made from, please do get in touch with us and we can let you know the finer details.

We also sell beautiful branded gift bags with rope handles, which can be ordered at the checkout- these are a lovely touch if you’re giving the jewellery as a gift! (They look lovely hung on a Christmas tree too, eeeeek!)

This may be common when you place an order for a pre order item, combined with an item which is in stock.

If you would like your items sent at different times, just get in touch with us and we will send the items that are ready, and the others will follow once they’re also ready- please note, if we do this, it may incur an additional delivery charge.

If this is something you would like to discuss, please do get in touch with us and we will be pleased to help you.

If you would like solid gold, then this is something we would be able to help you with under our bespoke jewellery service – where you can have anything you like made! (within reason, of course!) We make our bespoke jewellery in sterling silver, gold, and platinum.

If you’re interested in having something made in gold- we work with both 9 and 18 carat gold, in yellow, white and rose (Rose is our favourite… but it’s also known as red gold!)

Do get in touch with us if you would like something made in these materials under our bespoke service, and we will be happy to give you a quote or some more information to try and turn your jewellery dreams and ideas into reality!

Please note that it is a small additional cost to change the clasp to a Pandora style slider, or a 6mm ring – but it’s a small price to pay so you can team our charms with your favourite pandora bracelet!

With our bespoke jewellery, we can also make our sterling silver charms to fit a Pandora bracelet- just let us know at the time of ordering your bespoke piece and we can arrange this for you.

Any international orders or orders sent to Ireland are not eligible for next day delivery unfortunately.

Some exclusions may apply, so please contact us for any further information with regards to additional charges and how to pay for next day delivery. Please note that if you would like next day guaranteed delivery for a Saturday, this is not counted as a ‘working day’ so would cost a little more.

Please enquire for more details, and get in touch with us as early on in the day as possible- and we will be happy to help, and try our best to run around like Santa’s elves on Christmas eve if it can help get that special gift to you on time!

To find out when a pre-order item will be dispatched, please check the product title and description for the piece you have ordered, where you will find further details.

For any more information, please contact us and we will be happy to help with any enquiries you do have. As soon as your pre-order item is finished and ready to be sent to you, you will receive a dispatch email and it will be on its way to you as soon as possible!

If you would like the in-stock items to be dispatched before your pre-order items are ready, do email us or give us a call and we can discuss this with you further. There may be an additional fee to have your order separated.

We do recommend you place separate orders with us for pre-order and in-stock items to prevent the delay of your in-stock item being posted to you.

We do not have a showroom unfortunately. We are an online business and only operate from our small workshop and office in Hertfordshire. The only time that you will be able to see our jewellery in person is at Silverstone events such as MotoGP and Formula One, and Goodwood festival of speed. We update our customers regularly throughout the year with any events we will be attending in person.

We do not stock any shops or boutiques at this time unfortunately- we like to keep our jewellery very exclusive!

If however, your order hasn’t been sent – it’s easy peasy! Just give us a call or an email, and we will change your address for you to your new address so that it doesn’t go missing! Please do let us know as early as you can about any address changes, as we cannot be held responsible for any wrong delivery addresses provided by our customers at the time of ordering.

Our office number is 01462 682843 so just give us a ring and let us know what you would like to order and we can process this over the phone for you

If you would rather us call you, please leave us an answerphone message or email us with your details and a suitable time to telephone you, and a member of team alyssa will do so as soon as they can.
Please note, we cannot accept American Express payments – sorryyyy!

If you need to change the shipping address after you have already placed the order, then please contact us as soon as possible to find out whether this will still be possible.

Some orders are shipped out within 1 hour of the order being placed (sometimes we are very quick!) so please bear this in mind that if your order has already been processed, it may not be possible to change the shipping address.

It is your responsibility to check you have provided us with the correct delivery address, door number and postcode, and we cannot be held responsible for any deliveries which are sent to the wrong address, if the wrong details were entered at the time of ordering. So please do contact us as soon as possible if you notice a mistake on the delivery address- we will do our absolute best to help!

Please do email us and we will let you know if we can do this for you. Some pieces may not have enough surface area to engrave onto or add a stone to personalise it for you, but for any enquiries, please do just pop us an email or a message on our social media platforms and we can discuss it with you.

Please do remember that by personalising a piece of jewellery, it will make it bespoke and non returnable.