Returns, Refunds, Repairs and Care advice
Returns & Exchanges
We're sure you'll absolutely love your new piece of jewellery, but if for some reason you are not completely satisfied with your purchase, we offer an exchange or credit note if returned within 14 days from the date you received it. We will only issue a full refund if returned within 7 days.
Please return your order in its original, unworn condition and jewellery box. Any return postage cost is the customers responsibility.
For our UK customers we recommend using Royal Mail Special Delivery for fast, insured and safe delivery.
earth.stone.fire does not accept any responsibility for lost, stolen or damaged goods in transit.
International returns, please clearly label as 'Returned Goods' to avoid additional customs fees being passed back to the maker.
If the item was purchased with Free shipping, then the shipping cost will be deducted from the refund total.
Refunds will be issued within 7 days of receipt of the item and by the same method by which it was paid.
*Refund & Exchange exemptions:
Once a customer has committed to purchasing a custom order, earth.stone.fire cannot accept cancellations or returns, as these orders will be processed at the maker's expense and made especially for the customer.
Any incorrect ring sizes, chain lengths and customisation details, are the sole responsibility of the customer. Resizing is accepted, but will incur a fee.
Ring sizers are available to ensure correct measuring prior to order completion.
Earrings cannot be returned for hygiene reasons
Damages & Repairs
Any jewellery received damaged or faulty will of course be repaired free of charge. For anything else please email, including pictures if possible for an estimate. The exact cost will be confirmed once we have received and assesed the item. Please remember return costs are the customers responsibilty.
Jewellery Care
Take your jewellery off if you're involved in any activity which could scratch, knock or damage it. If in any doubt, take it off and keep it safe.
Take it off when you go to bed.
Keep it well away from chemicals, especially chlorine. If it does come into contact with chemicals, rinse it in water immediately.
Bathe and apply any lotions or perfumes before you put your jewellery on. Organic gemstones like pearls and opals are particularly vulnerable to acids, even perspiration.
Store it separately, ideally in a soft-lined box or case, so that your favourite pieces don't tangle, rub or scratch one another. Pearls in particular should be kept separately as they are easily scratched by hard gemstones.
Make sure chains and necklaces are fastened when storing to avoid tangling.
Remove jewellery while cooking, cleaning and washing up.
When storing jewellery, please keep it away from sunlight, excessive heat or damp conditions.
Use a specialised jewellery cleaning cloth to clean the jewellery and restore shine
Oxidised jewellery care
Most of the jewellery that I make has been oxidised - this is a darkening process that creates a film on the surface of the silver, usually with a sulphur based product. The oxidation is likely to wear off in areas where friction occurs - so the edges of rings, etc. This is part of the individual development of the piece and creates a unique antiqued look as the piece ages and tarnishes naturally. Never use jewellery cleaners or cloths on oxidised jewellery, as they will remove the darkened areas completely. You can very carefully use a cleaning cloth on raised areas without oxidation to bring them to a shine.
If you wish to have your jewellery re-oxidised then please get in touch