FREQUENTLY ASKED QUESTIONS

DELIVERY & RETURNS

We hold most items in stock and aim to ship within 1 working day. Occasionally we will have to order your product in, in which case we aim to ship within 2-3 working days. The delivery timescale will be made clear at the checkout.

Jewellery orders over £100 are shipped via Royal Mail Special Delivery.

Jewellery orders under £100 are shipped via either Royal Mail Tracked 24 or Tracked 48.

A few of our higher priced items are 'made to order'. The shipping time on these varies and is made clear on the product page.

International orders are shipped within the same timescales, but using an airmail service. Delivery timescales will be specified at the checkout.

Always via Royal Mail for UK orders. We ship our jewellery via a tracked and GPS logged service, and items valued over £100 will require a signature on delivery.

All items are fully insured for their journey, however, please note we do not consider an item lost until 2 full weeks have passed, and we will not replace earlier than this.

We send international orders via a standard tracked airmail service (usually takes up to 2 weeks) or for higher value orders, via DHL Express.

This is a requirement by our bank to reduce the risk of fraud and not something we can change.

You can return your unworn and as new jewellery to us within 30 days for a no-quibble refund or exchange.

Please include your invoice in your return parcel, and add a note with your instructions.

Note: jewellery we have engraved or altered for you (for example ring resizing) cannot be returned.

Our return address is: KIC Group, PO Box 1352, Cheltenham, GL50 9GT.

Courier services such as Evri, Parcelforce, DHL etc cannot deliver to a PO Box address, please only use Royal Mail.

Returning Items Valued Under £100

We recommend Royal Mail First or Second Class for for items valued at less than £100. Proof of posting must be obtained and provided you have this, we will insure the return against loss.

Returning Items Valued Over £100

Please always use Royal Mail Special Delivery to return items valued over £100. You will be liable for loss if this service has not been used.

Please keep your proof of posting / tracking receipt until we confirm we have received your item back. In most cases, we issue your refund on the day the parcel arrives with us - we don't keep you waiting.

If you are returning from outside the UK, please email for specific instructions to make sure your parcel reaches us without any fuss: hello@sterlingwilde.co.uk

As standard, we currently ship to:

  • Ireland
  • France
  • Germany
  • Portugal
  • USA

These limitations are due to tax rules and regulations but we are hoping to open up to more countries asap.

If you are located elsewhere, please reach out and we will see what we can do to help.

WARRANTY & REPAIRS

Our jewellery is sold with a full manufacturers warranty. This will cover things like faulty clasps or missing gemstones (where no damage has occurred to the claws).

If less than 6 months have passed since you bought your item:

- we will replace or repair your item

After 6 months have passed:

- we will repair your jewellery only

Our warranty does not cover snapped or broken chains, and it is vital that you never sleep in your gold or silver chain (whether it's a necklace, bracelet or anklet) and that you take it off during any activity where it may get pulled or snagged.

In the event you break your chain, we will endeavour to repair it for you for an 'at cost' charge. We can not repair all chains, but we do out best.

Unfortunately not, we can only repair items that we have sold, and have not been altered since we sold them.

We've written a handy post on this topic here. It should only take 2-3 minutes to read and we highly recommend you do so: caring for your jewellery

ABOUT THE JEWELLERY

We sell:

- solid 9ct gold jewellery
- solid sterling silver jewellery
- solid sterling silver jewellery that has been plated in gold

We do not sell jewellery made of brass or any other inferior/cheap metal.

We are clear on each product page what the jewellery piece is made of, and all jewellery is hallmarked in accordance with UK law:

Gold items over 1 gram in weight carry a British hallmark. Below this weight they will be stamped 375.

Silver items over 7.78 grams in weight carry a British hallmark. Below this weight they will be stamped 925.

Gold plated items over 7.78 grams in weight will carry a British sterling silver hallmark. Below this weight they will be stamped 925.

As qualified gemmologists, we go to great lengths to ethically source and describe the gemstones we sell. You can be certain of the gemstone you are buying from us, with likely treatments pointed out on the product page. Similarly, if a stone is synthetic (man-made) or a simulant (a look-a-like), that will be made clear also. There should be no ambiguity in our shop, but if you do find some, please reach out to us and we will clarify!

We have written a short post here explaining the different terms used to describe gemstones.

We know how annoying it can be to purchase something, only to see it in the sale a few days later.

Our price guarantee: if you purchase a product from this website and we reduce it in price within 120 days of your purchase, send us an email and we will refund you the difference

This price guarantee only applies to items purchased from this website sterlingwilde.co.uk - it does not apply to items purchased in our Etsy, eBay or Amazon stores.