Frequently Asked Questions
Looking to place an order but have a question?
Can I personalise an item at a later date?
Of course, some of our personalised jewellery items including the popular Russian Twist, bangles and rings can be purchased blank for personalisations to be added at a future date.
Where can I put my personalisation?
If you need to add ring sizes or personalisations you can add this in the notes section at checkout
Can I have my jewellery item made in solid 9ct gold?
We have expanded into fine jewellery and we can produce many of our designs in 9ct gold. If you cannot find a gold listing for the desired piece, please email me at Jemma@skinnywristsjewellery.com for more information and to receive a quote for the piece.
I need an item urgently, what can I do?
If an item is required urgently, contact me in the first instance and we can usually do this for you on a express service. If the order is not needed super urgently but by a certain date please put this in the notes section at checkout
Do you accept bespoke commissions?
We can take a look at any design ideas you may have and let you know if it is something that can be done for you!
Have a question about delivery?
How long will my personalised jewellery order take?
Our products are handmade therefore depending on the design, production times vary. Usually we can make things quickly for you so 3-5 days but if you need something sooner just let me know!
My item has not arrived on time, what should I do?
Once an order has been dispatched via Royal Mail you should receive a confirmation shipping email. Your order can be tracked here royalmail.com Very occasionally items may be delayed by postal services, particularly during peak times such as Christmas, Valentine’s Day etc. Please be assured we will dispatch the item in time but unfortunately have no control or are able to influence the postal system in any way. Please be patient if this is the case and keep tracking the item via the Royal Mail website and allow upto 2 weeks for your notification with tracking before letting us know.
Have a question about an existing order
Can I cancel an order?
Once an order is placed online it will proceed to our workshop shortly after. We usually require you to get in touch within a few hours of ordering, especially during peak times. It is advised that any cancellations need to be made before the order enters the workshop.
There is a problem with my purchase
Can I return/exchange my item?
Goods that are personalised, bespoke or made-to-order to your specific requirements are non-refundable, unless faulty. All other items can be returned if they are in their original packaging within 14 days from the day received.
My order has arrived but it is faulty, what do I need to do?
Should your purchase be faulty and not get picked up by quality control please let us know within 8 working days.
The hand stamping on my necklace looks slightly different to my friends or family’s necklace. Why is that?
Each item is individually handmade in the Skinny Wrists workshop. The beauty of our jewellery is that the personalisation with hand stamping ensures every piece is unique, we hand stamp free hand and with out use of any machinery. Although we try to match the stamping as closely to the product image as possible any irregularities should be appreciated as part of a bespoke design. This allows the handmade quality of the piece to shine through. Unlike engraving, which removes metal to achieve inscription, hand stamping simply displaces it so the weight of the item does not change.
Where is the Hallmark on my necklace?
All our silver jewellery items are Assay standard and Hallmarked when over the required 7.8 grams. The silver we use is 925 sterling silver, so you can feel assured that the silver we use is of the highest quality. All solid gold items are hallmarked and certified by Assay. The hallmark should be found on the large hoop of your necklace and can be found on the inside edge of the ring unless your piece is under the weight.
Alterations & Jewellery Maintenance
I have ordered the wrong size ring, chain or bangle, can these be altered?
If you have ordered the wrong size please let us know immediately and we will exchange this for you within 7 days for free. Anything after 7 days will incur and alteration charge. If an incorrect chain length has been ordered and the chain is unworn, please return the chain to our workshop address with your order details, including telephone number and the correct chain length required. We will arrange a refund or additional payment if necessary.
The black finish has worn off my item, can it be re-applied?
The black finish is a by-product of the polishing process and leaves the letters with a black fill (this can wear away over time). It contrasts the hand-stamping against the sterling silver to give the text more clarity. If you purchased your item less than two months ago and the black has worn away, we will be happy to reapply it for you.
My silver item has begun to tarnish, what can I do?
Unfortunately silver can be affected by elements such as exposure to water, heat, chlorine, chemicals found in body products/perfumes etc. and different skin types, especially during the summer months.
Can I add another personalised ring to my necklace?
Of course, we would be happy to add another hand stamped ring to your existing piece of jewellery or a bar to your necklace these are £35 each and you can contact me firstname.lastname@example.org discuss