frequently asked questions
Q. How do I care for my jewellery?
A.Always store your jewellery pieces individually, preferably in your packaged box so that they don’t rub together, scratch, or tangle, keeping your chains fastened will prevent them from tangling. Extra care towards crystals to ensure that they do not knock against one another when stored.
Your gold vermeil and sterling silver jewellery should be kept in a dark, cool, and dry place. With time and wear, sterling silver will naturally oxidize and eventually tarnish. Storing silver jewellery in an airtight box when not worn will keep out the air that causes oxidation. The oxidation process is also slowed down by wearing your jewellery often. If however your jewellery is stored for long periods of time, the oxidation process speeds up.
Your jewellery is particularly susceptible to damage from the effects of chemicals in perfume, hairspray, make-up, nail polish remover, body oils, sun tan lotion, and deodorant - avoid as much as possible when wearing your pieces.
Do not keep jewellery in direct sunlight as prolonged exposure to sunlight can cause many crystals to fade and lose their colour. Amethyst, rose quartz, and smokey quartz are just some of the gemstones that can become paler from exposure to sunlight.
Q. How should I clean my jewellery?
A.Clean your jewellery carefully with a soft, non-abrasive, and lint-free cloth or chamois cloth; this helps maintain or bring back its shine. A mild washing-up liquid with warm water and a soft toothbrush, followed by rinsing with clean water and patting dry with a soft cloth will also work well.
Q. What can erode my jewellery?
A.Do not swim or shower while wearing gold-filled, gold vermeil, or, sterling silver jewellery. Chlorine, salt water, and fresh water can damage precious metals and crystals by dulling or eroding them. Gold and sterling silver are particularly susceptible to damage from chlorine, which can permanently damage or discolour them. Soapy water when bathing and showering can also leave a thin film, which makes the metal seem dull.
Be mindful that liquids and oils can seep into the gems through the tiny cracks between the crystals, causing permanent discolouration and damage. In addition, porous gems should not be worn to a beach or other hot and extreme environments.
SHIPPING PRICES:
- 1st class (next working day) £ 4.70 (requires a signature)
- 2nd class (2-3 working days) £4.10 (requires a signature)
- International Shipping Europe (3-5 working days) £6.41 (requires a signature)
- International Shipping Worldwide (5-7 working days £6.41 (requires a signature)
Free shipping on orders over £50.00
Please note prices are priced in Great British Pounds
Orders, returns, and exchanges -
Q. I have received a faulty item or there’s a problem with my jewellery - how is this returned?
A. We do our best to thoroughly inspect all items prior to shipping to ensure they are in beautiful condition. However, if you do receive an item that in fact has a manufacturing fault, please email us within two days of receiving your order, with a photo and explanation of the issue, and upon inspection, we will organise a replacement or refund along with an easy way to provide a return.
Earrings cannot be exchanged or refunded for hygienic standards.
There are also no exchanges or refunds for sale items.
Any items not thoroughly packaged to avoid damage during shipment will not be accepted as items must be sent via trackeable postage method.
ASSUNTA FRENCH LTD cannot be held responsible for goods that may be lost or damaged during the return of shipping.
Q. Have you received my return?
A. Returns will be processed within five business days once we have received the jewellery. We will send you an email once we have received your items and another email to notify you that we have refunded your items.
Q. How do I exchange an item I have ordered?
A. Exchanges are not given for a change of mind. If you find that your jewellery has a manufacturing fault, we will happily repair, refund or exchange your item providing the item has been purchased within six months (one replacement will be offered per item). Please email us with your order information, address, along with a photo and description of the faulty and whether you are seeking an exchange or refund. The information will be assessed then refund/ exchange approved.
Q. Do I need to pay for postage to return an item?
A. Yes, customers are responsible for any postage associated with a return and exchange. Kindly note we also do not refund delivery charges or the cost of returning products unless the jewellery received is faulty. Any items being returned will need to be thoroughly packaged in a similar manner to how they were shipped to avoid damage during transit. All items must be sent via a return method that is trackable. ASSUNTA FRENCH LTD cannot be held responsible for goods that may be lost or damaged during return shipping.
Q. Can I return a sale item?
A. All sale items are priced to clear so please choose carefully as we do not accept returns on sale items.
On promotions we do offer returns however, items must be returned seven days after delivery has arrived.
Please note that two or more promotion codes cannot be used at the same time.
Q. Can I cancel my order?
A. If you wish to cancel your order you may do so up to 24 hours after placing your order.
Q. Has my order been shipped?
A. You will receive a confirmation email once your order has been dispatched. If you do not receive an email, please do check your junk or spam folder. If you still have not received an email after 2 -3 business days – please contact us via email.
Q. How long will it take for my ASSUNTA FRENCH LTD to arrive?
A. Orders will be dispatched 24 hours - three weeks after purchase due to our jewellery being handcrafted and made in small batches in Haddon Garden, London to ensure the highest quality.Following being made, some pieces must be sent to the Hallmarking Office to be stamped for authentication before being sent to their new home (you). Jewellery will then arrive in 1-3 days for express shipping and 5-7 days for standard shipping.
Q. How long will an International order take to arrive?
A. International orders generally arrive within 7-10 business days from being shipped. For tracking your order please check via the Royal Mail website for domestic orders. For international orders please check via Parcelforce Worldwide. If you haven’t received your order within seven business days for domestic or 15 days business days for international, please do contact us.
International delivery times can vary and will depend on the country that you are ordering from. If there are extra postage and handling, customs fees or taxes upon arrival, these will be at the customer’s expense.
Q. Can you deliver to my work address?
A. Absolutely, if this is convenient and a safer option for you! Simply add the company name for easier delivery.
Q. Do I need to be home to receive the delivery?
A. Your jewellery order will require a signature on delivery. If you are not home when your order is delivered, you will receive a postal card to instruct you on where to collect your order from i.e. closest postal depot.
Q. How is my jewellery packaged?
A. At ASSUNTA FRENCH LTD we do our best to be Eco-friendly and keep Mother Earth in mind. Therefore, each jewellery order will be packaged in one postal box, with an individual black matte reusable jewellery box for each piece to protect them and keep them safe.
Q. What do I do if my jewellery order hasn’t arrived?
A. If you have not received your order within seven business days for domestic orders or 15 days for an international order please email us so we can assist you.
If an order has been placed with an incorrect address, please let us know within 24 hours so we are able to amend this for you and send it out to your correct address. If after the initial 24 hours the incorrect address is supplied, it may take up to two weeks to be received back to us and processed and redelivered to you again.
Q. What do I do if my jewellery order arrives containing something I didn’t order?
A. We apologise in advance if you have received an incorrect item! Please email us with your order information, and address along with a photo of the incorrectly sent item and we will get the issue sorted ASAP for you.
Q. Do you ship internationally?
A. Yes, we do kindly note that any charges or fees at the destination country will be the customer's responsibility.
Q. Can I change my mind or my order after I have placed it with ASSUNTA FRENCH LTD?
A. Please choose carefully as we do not refund or exchange products for change of mind or for incorrect choice of sizing. If the wrong size has been made after submitting an order, please contact us within the initial 24 hours so we can organise your correct sizing for you.