FAQ’s

When will I get my goodies?

Most items are made to order and as a guide will usually take 10 ‘making days’ from the date the order is placed. Some pieces are ready to ship and these will be marked as such on the shop details. If you have an urgent order I may be able to help so please contact us with the details before placing your order.

How will they be sent?

Your jewellery will be be beautifully presented in a Cocobelle Jewellery branded eco friendly box and packed into a sturdy, unmarked mail box or padded envelope. Each order comes with a silver jewellery polishing cloth and care card.

All items within the UK will be sent via Royal Mail 48 hours tracked as standard and outside the UK will be an international tracked service. Customs charges differ for each country and this is something Cocobelle Jewellery is not responsible for. It is up to the individual customer to check the customs charges for your own country, which the customer is responsible for paying.

Can I have it gift wrapped?

If you would like your order gift wrapped and sent direct to the recipient with a personalised gift tag you can add this on to your order for a small additional charge of £3. This will come in tissue paper wrapped in a bow with a little tag attached.

What size do I need?

Check out our size guides for more information. If you need any more help please contact us before placing your order.

How do I look after my jewellery?

The best way to care for your jewellery is to remove it when doing anything that involves lotions and potions! You can easily freshen up jewellery with a soft toothbrush and a little bit of washing up liquid in warm water. You can find out more on our jewellery care page.

What if I change my mind?

Your jewellery has been loving made by hand and I really hope you love your new jewellery. If however you change your mind please send me a message within 14 days of receipt to arrange a return and refund. Your item will need to be returned in perfect condition in the original packaging. You will be responsible for return postage and we recommend using a tracked service. Any other method is at your own risk and a refund will only be issued once the item has been received and checked. Earrings can cannot be returned for hygiene reasons unless there is a manufacturing fault with them.

What if something’s wrong?

In the unlikely event you find a fault with your item please contact us immediately with a full description of the issues and supporting photos.

Any manufacturing faults need to be reported within 6 months of receipt of the item(s).

If your order has been delayed or lost in the post please contact us and we can provide a tracking number. Cocobelle jewellery cannot be held responsible for items lost in transit.

Can I cancel my order?

If you wish to cancel your order please contact us within 48 hours of placing the order for a refund. Orders cannot be cancelled once they have been dispatched.

Do you do vouchers?

Yes! And they make a great last minute gift! You can choose whether to receive the email voucher direct to you, or choose a recipient’s email address. You can find them on our shop.

Will my jewellery be hallmarked?

In the UK any piece of silver jewellery that weighs over 7.78g and any piece of gold over 1g must have a hallmark by law. Most of the pieces at Cocobelle Jewellery are under this weight and by not adding the hallmark I am able to keep the cost lower. If you would like your piece to have a hallmark added please get in touch before placing your order. For more information take a look at the UK hallmarking notice.

Can I have something bespoke?

Yes! I love working with customers to create something totally unique! I will talk you through every step from design to dispatch and can do this over email, on the phone or in person. There isn’t a ‘set amount’ for this as it will depend on the complexity of the design and the materials used. Just get in touch and let me know what you have in mind.