Terms & Conditions

Handmade Nature

All jewellery is made by hand in my Nottingham studio using traditional techniques with a contemporary twist. Because every piece is crafted individually, slight variations in texture, form and finish are completely normal. No two items are ever exactly the same.

Delivery

UK Delivery

  • Made-to-order pieces: 7–14 days

  • Bespoke or commissioned pieces: 4–8 weeks

  • All orders are sent via Royal Mail, with a standard rate of £5.00

  • Some items may require a signature on delivery

International Delivery

  • Worldwide shipping available, upon request

  • Costs vary depending on location

  • International customers are responsible for customs charges, duties or import taxes

If you need something urgently, please get in touch and I’ll do my best to help.

Returns & Exchanges

Non-returnable Items

For hygiene or customisation reasons, the following cannot be returned or exchanged:

  • Earrings

  • Personalised pieces

  • Bespoke or commissioned pieces

These items are non-refundable unless faulty.

Returnable Items

You may return or exchange other items if:

  • They are unworn and in original condition

  • Returned in original packaging

  • You contact me within 10 working days of receiving them

  • You cover return postage (tracked/signed recommended)

Refunds are issued once the item arrives back safely.

Faulty Items

If an item arrives damaged or develops a fault within 30 days, please get in touch. I will repair, replace or refund where appropriate.

General wear and tear or accidental damage is not considered a manufacturing fault.

Ring Sizing

  • All rings can be made in any size

  • I recommend being sized by a local jeweller before ordering

  • One free resizing is offered if the fit isn’t quite right

  • Additional resizes may incur a small charge depending on the design

Repairs & Care

  • Manufacturing-fault repairs are free for 30 days

  • Repairs due to wear, damage or improper care can be quoted individually

  • Oxidised and matte finishes may naturally lighten over time

A care guide is available on request.

Materials & Hallmarking

  • All pieces are made from solid sterling silver unless stated otherwise

  • Items over 7.78g will be hallmarked by a UK Assay Office

  • Natural variations in stones, textures and finishes may occur

Commissions

For bespoke or commissioned work:

  • A non-refundable deposit (usually 50 percent) may be required

  • Timelines will be agreed before work begins

  • Design changes after approval may incur additional costs

  • Bespoke pieces cannot be returned or refunded unless faulty

Payments

  • Payment is taken at checkout

  • Prices include VAT where applicable

Cancellations

  • Standard orders can be cancelled within 24 hours

  • Bespoke, personalised and made-to-order items cannot be cancelled once work has begun

Privacy

Your information is used only to process your order and arrange delivery.
Your details are never shared with third parties for marketing.

Contact

If you have any questions about your order, repairs or commissioning a piece, please email: jewellery@emmahender.com