FAQ

Delivery Information

Because we are a small independent brand, our jewellery is made to order especially for you. Please allow 2-4 weeks for it to be dispatched. We will send you an email once we’ve received your order to give you a better idea of the delivery time. Therefore if you need the item by a specific date, please contact us by email so that we can do our best to make sure the item reaches when required.

UK / EU Delivery : £5 — Free above £200 purchase

The parcel will be sent by Royal Mail’s ‘Special Delivery’ service which takes usually between 2-3 working days. The parcel will be insured and will require a signature on receipt.

International Delivery : £10 – Free above £200 purchase

The parcel will be sent by Royal Mail ‘International Signed for’ service which takes usually 5 working days but can be delayed up to one month. We cannot guarantee the delivery date. The parcel will require a signature on receipt.

If your delivery has been delayed, please contact us by email. Please note that we cannot refund or replace lost items until 20 working days after the date of despatch (30 days for international items). This is the time it takes for Royal Mail to classify the item as being lost.

Returns / Repairs

We will be happy to refund or exchange defective or unworn items in the same condition as they were sent if we receive a notice by email within 5 working days of delivery, and if the item is returned to us within 14 days of delivery.

Please note that you are responsible for shipping costs associated with returns items, and we recommend that you insure any shipments for up to the value of the returned item. In all cases, the expenses of returning the product are covered by us if the product is damaged or different from the product ordered.

Please contact us regarding any repairs due to normal wear and tear.

Jewellery Measurements

We will contact you once your order is received to discuss the appropriate length or size of the jewellery and make sure the fit is right for you.

Jewellery Care

Our pieces are made in silver or gold-plated brass. Every jewellery requires some love and care after purchase. Here are some tips for you:

We recommend to invest in a jewellery cloth and always wipe down your pieces after wearing them and putting them away.

Jewellery should be stored in separate pouches or boxes to prevent the pieces rubbing, getting tangled and scratching against each other. If you don’t want the brass to oxidate, storing it in a plastic pouch will delay the oxidation. Or you could decide to embrace their natural effect! Extra care should be taken with gold-plated pieces, as you don’t want to remove the top layer or scratch it.

Always remove your jewellery before taking a shower, taking a bath or going for a swim. Water, steam and humidity are all causes of oxidation and tarnishing. Try to avoid putting cream or perfume when wearing jewellery.

Personalising a piece

Please contact us by email at info@phenomene.store if you would like us to personalise a piece by engraving it.