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POPULAR QUESTIONS ANSWERED

Got a question?
If you are looking for a bit of quick help or advice, then you have come to the right place! Below you will find answers to some of the most regularly asked questions from our customers

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 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!

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 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.

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.

I asked for a different chain length from standard, but it doesn’t fit, what can I do?

Oh dear, that’s not ideal but it isn’t the end of the world! If you requested a shorter/longer length for your bracelet/anklet chain, differing from the standard lengths as offered on our website, and you find that it does not fit you, unfortunately we are not able to refund your item.

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

I need a different chain length than those you offer, what can you do?

That’s okay, we just might be able to help you with this! If you would like a different chain length for your necklace/anklet/bracelet than those we offer as standard on our products, please do get in touch with us, and we will be pleased to help make our jewellery the perfect fit for you

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.

Is your jewellery hallmarked?

It is a legal requirement to hallmark all sterling silver over a certain weight. Although most of our jewellery falls under this weight, many pieces of ours are still hallmarked anyway, either with a standard 925 marking, or our unique and individual UK designer hallmark. If you would like to know if the piece of jewellery you are wanting to buy is hallmarked, just get in touch and we can let you know. Some extremely small pieces are not hallmarked, as there simply isn’t enough surface area to do so.

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!

How does the loyalty point system work?

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.

How do I order a bespoke piece?

Oooh! We’re very excited that you’re considering ordering a special bespoke piece from our bespoke jewellery service. These are our very favourite kinds of projects! To get in touch with us about having a bespoke piece for yourself or someone else designed and made, please do send us an email to alyssa@alyssasmith.co.uk with as much information about what you would like made as possible,

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.

When will the money be taken from my account?

For website orders, your payment will be taken at the time of placing your order.

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.

I had some freebies with my order - I want to send my order back, but can I keep the freebies?

If you’re talking about sweeties or choccies – keep them, they’re yours! We love to pop special treats into our orders, so you get a little extra surprise when you open your package!

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!

Where is my order?

You can easily check the status of your order by logging in to your account, and checking your order status. Or if you would prefer, get in touch with us with your order number, and we will let you know when you should be expecting it. We’re always happy to hear from you! Some of our jewellery does take longer to make and send out than other pieces, so this is something to bear in mind. Estimated dispatch times are available to view on each product. Once your jewellery has left us, it will be in the hands of royal mail, and their responsibility to deliver the package to you. As a general estimate, for a UK order, once it has left us, it can take around 3 days to reach you. If you are an overseas customer, it may take around 2 weeks to reach you, but can be longer during busy times with royal mail.

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.

Are bespoke racetrack charms the same as the ones in the collections on the website?

Ahhh… well spotted! In short… No.

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.

My necklace chain is the wrong size for me, what shall I do?

Oh dear! This is soooo easy to do, especially if the jewellery you purchased was a gift for someone! As annoying as this is, it’s not the end of the world and you do have a few options.

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.

My jewellery arrived damaged, what should I do?

Oh no!!! We are so sorry to hear this, and this is not something we like to hear at all! Firstly, we are very sorry- and secondly, please do not worry because we will sort it. We pride ourselves on not just excellent jewellery, but excellent customer service as well, as our customers are so important to us and we absolutely want you to be completely happy with your special purchases.

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.

What is the packaging like?

We have various types of packaging at Alyssa Smith Jewellery, including lovely boxes, travel pouches, and other seasonal and special edition packaging too.

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!)

Can I pay for a box on its own?

Yes, absolutely! You can purchase one of our little drawer boxes on its own, along with a gift bag, and polishing cloths too. You can even purchase spare earring backs, extension chains and individual chains!

What is the most popular length of necklace chain for a woman?

That’s a difficult one- but we’ve done the research and compiled our customers buying habits from the last 10 years, and actually, our most popular chain length for a women is the 18 inch chain length for a necklace- so if you’re unsure about the person you’re buying for, an 18 inch chain is usually a safe bet! If you’re still worried, do get in touch with us, and provide us with a rough dress size for the person you’re shopping for, and we can help you pick the right length chain. We also sell extension chains for making your existing necklaces longer… handy!

Is the jewellery on the website sterling silver?

Yes, all of our jewellery is sterling silver, and not silver-plated (silver plated means a base metal just coated in sterling silver). We also sell rose gold and yellow gold plated sterling silver. This means that the jewellery is made completely in sterling silver, and then dipped in a coating of either rose gold or yellow gold. We do love to combine gemstones and pearls into our jewellery as well. Our bespoke jewellery can be made in everything from sterling silver, to different types of gold, and platinum too.

I need to order something for a specific date, can you send it any quicker than it says on the website?

If you want to order a piece of jewellery for a specific date, please do get in touch with a member of our team as soon as you can, as sometimes we can post our jewellery out quicker than the turnaround time stated on our website… We will always try to meet your needs! We even offer a next ‘working day’ delivery service to UK customers, but this would depend on whether the item you require is in stock and available to ship.

I’ve ordered more than one item, will they all be sent out at the same time?

If you have ordered more than one item, and each of the products has a different delivery time, we may hold on to your entire order until all items are ready- and then send them all together for you. This saves on postage costs and is more environmentally friendly, too.

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.

Do you have any gold jewellery?

In our online collections, we have some gorgeous ‘gold plated’ pieces, which have been made in sterling silver and then dipped in a coating of either rose gold, or yellow gold.

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!

Can your charms fit my Pandora bracelet?

Yes, absolutely! Our sterling silver charms are all available with either a trigger clasp which comes as standard, and is ideal for normal charm bracelets, a round ‘ring’, measuring 6mm in diameter- for you to slide onto necklace chains or sweetie style bracelets, and finally- an ASJ branded Pandora style slider which is compatible with Pandora bracelets! When ordering a charm, simply tick the ‘pandora style slider’ option on the product which will change the clasp from a standard trigger clasp, to a clasp to fit your pandora bracelet.

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.

My order is wrong, help

Oh no! It’s not like us to make a mistake… we’re so sorry! Please do notify us immediately, within 24 hours of receiving your jewellery and we will resolve the issue, and make sure you get the correct item as soon as we possibly can!

Something is missing from my order

Oh no! It’s not like us to make a mistake… It may be that your order has been split, and different items will be arriving at different times. Please do get in touch with us and provide us with as many details as possible so we can investigate, and look into the matter for you.

What are your opening hours?

Our office opening hours are Monday to Friday from 9.30 until 5pm. Nearer Christmas, our office opening days and hours are extended. We do not have a public showroom or shop, but our website is open 24/7!

I live locally, can I collect?

Unfortunately, as we do not have a public showroom, we cannot offer a collection service. However, postage to the UK is free for orders of £20 or over, so we will easily deliver the jewellery to your door- lovely and hassle free!

Can I send earrings back for a refund?

Unfortunately, we do not accept refunds or exchanges on pierced earrings due to hygiene reasons. However, if an item is faulty or damaged, please do get in touch with us and we will replace or fix them for you as soon as we can, so that you can enjoy them again!

I need my order urgently - Do you offer next day delivery?

Yes, you just might be in luck! We offer next working day delivery using Royal Mail’s ‘special delivery’’ service to anywhere in the UK for a small fee, as long as the item(s) you have ordered are in stock and ready for dispatch, and that the order itself and the additional postage payment is made before 3pm.

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!

When will my pre-order item be sent?

Pre-order items are items that are currently being created/manufactured and are not yet ready to be dispatched to you.

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!

What happens if I order something that is in stock with something that is a pre-order item?

If you order an in-stock item and a pre-order item together in the same order, your order will normally be held back with us until the entire order, including the pre-order piece is completed and ready to be dispatched to you.

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.

Do you have a showroom I can visit?

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!

Can I back date or transfer my loyalty points?

Unfortunately, this is not possible. Our website updates the loyalty points using automatic coding, therefore we are unable to backdate or transfer any loyalty points from other accounts- Sorry! Please remember, to accumulate loyalty points, you must first register an account (it’s free, easy and takes a few minutes!)

Do you provide tracking numbers?

For any tracking information, please do email us with your order number, name and delivery/shipping address and we can provide this for you as soon as possible. To check any tracking numbers given, go onto the ‘Royal Mail Track and Trace’ website and type in the tracking number we provide. For any further information with regards to your order, just get in touch with us and we will try and answer your queries.

I’ve moved home and my order is due to be delivered to my old address, what should I do?

If your order has already been sent to your old address, then you may have to talk with your local post office or Royal Mail and try to get your mail redirected. It is your responsibility to let us know of any delivery address changes before your order is sent. Once the order is sent, it will no longer be our responsibility.

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.

Do you do engraving?

Yes, we do! Engraving is a wonderful way to make a piece of jewellery that extra bit more special and personal- especially if it’s a gift. We can personalise and engrave some of our website pieces, and also offer a wonderful bespoke jewellery service where we can turn your jewellery dreams into reality. Please do get in touch with us if you’d like to enquire about the possibility of having either a bespoke piece engraved, or something you have seen on our website.

Can I pay over the phone for my order?

Yes, absolutely! We love a natter on the phone! Our opening hours are 9:30am – 5pm (UK time) Monday – Friday.

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!

How long are gift vouchers valid for?

Our gift vouchers expire 6 months after the date of purchase.

Can I send my order to a different delivery address?

Yes! If you would like to send your order to a different address to the billing address (such as a friends address, your parents or your work address) then just change this at the checkout in the ‘shipping address’ details and we will send it there for you instead.

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.

I’ve realised my delivery address is wrong on my order – What should I do?

If you realise your address is wrong, please do try and email us or phone us within 1 hour of ordering and we will change this for you. Some orders are shipped out within 1 hour of the order being placed, so please bear this in mind that if your order has already been processed, it may not be possible to change the shipping address or any details on it.

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!

Can I personalise your jewellery?

If you would like to personalise one of our gorgeous pieces of jewellery- then this is absolutely possible! Depending on what the item is, it can have a birthstone added, engraving, additional pendants with initials or numbers, and so much more.

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.

Do you have discreet outer packaging?

We send our jewellery in a brown jiffy bag, which goes through our franking machine. We must legally put our return address on the reverse side of the package in case a parcel goes missing in transit, and so that it can be recovered.

Is your packaging vegan?

No animal products are used in our jewellery boxes or pouches.

I am going on holiday, can you hold my order until I am back?

Yes of course! (providing it hasn’t already been sent!) If you are going away on holiday or an unexpected trip, then we can absolutely hold your order for you until you are back. Please just let us know by giving us a call, and we will arrange this for you.

STILL CAN’T FIND WHAT YOU ARE LOOKING FOR?

If you need to ask us something else and can’t see it here, please do get in touch with us and we will get back to you as soon as we can!