FAQs

How do I know which size to order?

All sizes available are stated on the information page of each individual product. A general sizing guide for rings and necklaces is also available. Feel free to get in touch about the possibility of other sizes.

Custom and personalised orders

Due to the nature of these products it isn't possible to return, exchange or cancel custom and personalised orders.

How can I best take care of my jewellery?

• Always remove your jewellery before entering water.
• Avoid jewellery coming in contact with perfumes, lotions and powders.
• This jewellery is made of material that may tarnish over time. To keep your jewellery looking like new, gently rub jewellery with a dry polishing cloth until shine is restored.

How will I receive my order and is it wrapped?

All products will be wrapped in a gift box and shipped in a bubble wrap envelop or box.

What are the shipping options?

All orders within the UK are sent using Royal Mail Special Delivery, this is a track and trace service and insures your order as well. For customers outside the UK I use Royal Mail International tracked and signed, also a track and trace service and insuring your order.

Can I have my order sent to a different address?

Yes you can. You can enter a different shipping address. Especially useful when you're ordering a present and want it to be sent to the lucky recipient directly. When you order from the UK you will only receive an invoice my email, so there won't be one in the package or present. Outside the UK the invoice will be added as it may be a requirement for customs and authorities.

What are the international taxes, duties, etc. that I have to pay?

You are advised to check with your local authorities for rules and regulations as every country has their specific rules. An extra fee may have to be paid before customs clears your package. Some more information can be found on the Customs and taxes page.

When will I receive my order?

The shipping time depends on the type of order you place and where you're ordering from. For more information please go to the Sipping and delivery page.

What to do if I never received my order?

Please first check the track and trace details on the Royal Mail website. You will be given the tracking number with the dispatch confirmation. Sometimes they tried to deliver and should have left a card but for some reason you never received it or a neighbour possibly accepted it for you. If you still can't track your order please get in touch either directly by sending an email to klaar@klaarsmithdesign.com or via the contact page on the website. I will then try to track your order and be in touch with the next steps. 

What to do if I received a damaged order?

If your order is damaged please contact me as soon as possible after receiving it either directly by sending an email to klaar@klaarsmithdesign.com or via the contact page on the website. Please state clearly what is wrong and include a photo if possible. I will then come back to you with a solution and we will resolve this as soon as possible.

How do I make changes to an order I’ve already placed?

Once an order is placed you cannot change it anymore. However if there is anything you're worried about or would like to change please contact me as soon as possible to see what the possible options are. You can contact me either directly by sending an email to klaar@klaarsmithdesign.com or via the contact page on the website. 

What is your returns and exchanges policy?

You can find my returns and exchanges policy on this page. 

Where are you located?

I am based in Wimbledon, UK and work from home. Due to safety reasons I am not publishing my home address on my website however in some cases we may want to meet up or you may need my address and I will share it with you privately.

How is your jewellery created? What materials do you use?

All my jewellery is handmade by myself. I mainly use eco silver and fair trade products like accents of gold and gemstones. More about me and my jewellery can be found on my about page on the website.

How do I get in touch if my question isn't answered here?

You can contact me either directly by sending an email to klaar@klaarsmithdesign.com or via the contact page on the website.