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 things happen that are out of our control. such as damage in transit, bad weather which can play a part in damaging both the outer packaging of your jewellery, and occasionally the jewellery itself. We aim to fix this as soon as possible for you so that you can enjoy your jewellery!

Any breakages or issues caused by or resulting from external factors such as wearing jewellery in bed, 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 tips on storing and looking after jewellery, which we recommend you refer to before purchase.

If a breakage or damage to your jewellery does occur, please 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 happen!

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.

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.

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 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

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

This will help us 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 get booked up throughout the year, so we recommend getting in touch as early as you can, especially if you have a deadline in mind (such as a special date).

We specialise in silver and gold jewellery, but 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 gemstones in our bespoke jewellery, including diamonds. 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 look forward to hearing from you and turning your jewellery dreams into reality in precious metals.

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.

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!

However, if you ordered your jewellery on a day where we held a promotion 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.

You can easily check the status of your order by logging in to your account, and checking your order status, or following the link to your tracking number that will have arrived via email upon dispatch.

If you can’t find the above information, please get in touch with us with your order number and we will let you know when you should be expecting it. Some of our jewellery takes longer to make and send out than other pieces as they are cut to order – thank you for your patience while we make your jewellery by hand!

Once your jewellery has left us, it will be in the hands of Royal Mail, upon which it is their responsibility to deliver the package to you. As a general estimate for a UK order, once it has left us, it takes 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, the estimated delivery date will be in the product information, but if in doubt or you can’t find the details, get in touch and we will be happy to let you know when you should expect your order.

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.

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.

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.

Please 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!

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 get in touch and provide us with your order number and as many details as possible about what’s missing so we can investigate, and look into the matter for you.

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

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. As soon as your pre-order item is finished and ready to go, you will receive a dispatch email with your tracking information.

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 for dispatch.

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 postage fee to have your order separated.

We 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.

Yes! Our opening hours are 9.30am – 5pm (UK time) Monday – Thursday.

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.

Please note, we cannot accept American Express payments – sorry!

Yes, providing it hasn’t already left us! If you’re going away, we can hold your order until you’re back. Please let us know by emailing alyssa@alyssasmith.co.uk or giving us a call and we will arrange this for you.