✦✦IMPORTANT✦✦
We send all of our orders to the shipping address you supply at checkout. Please make sure you check the delivery address carefully before placing your order – we cannot be held responsible for any parcel that is sent to an incorrect/previous address. You are responsible for providing accurate shipping information for your order.

✦✦We aim to process and send all UK orders on the same working day we receive them (if placed before 12pm)

Any international orders received before 10am will be processed same working day. Orders placed after 10am will be processed on the next working day. ✦✦

We offer the following delivery services:

United Kingdom: Standard Delivery, Next Day 1pm Delivery, Saturday Delivery

International: Standard Delivery (untracked), International Tracked, Express DHL Delivery to certain countries. If you do not see an Express delivery option for your country, please contact us for a shipping quote.


Please allow 4-14 working days for standard international delivery. International shipment times will vary depending on your local postal service. From experience, typical times are from 4-10 working days but this can be longer in remote areas.

✦✦CUSTOMS AND DUTY✦✦
The buyer is responsible for any customs, duty or handling charges that may be applied to your order, both in regards to original delivery to your country (if outside of the EU) and also if you wish to return your order to us. We are not responsible for any charges or delays due to customs.

✦✦UNDELIVERED ITEMS✦✦
If your order is returned to us due to an incorrect delivery address being given at checkout, or because the parcel was not called for if it could not be delivered to you, we will need to charge for re-delivery, and will contact you when we receive the parcel back. Please note in some cases it can take up to 1-2 months for parcels to be returned to us.

✦✦LOST/DAMAGED ITEMS✦✦
In the unfortunate event that your order arrives damaged, please contact us with a photo of the issue so we can assess the problem and work with you to provide a suitable resolution.

If your parcel looks like it is damaged, or has been tampered with, we recommend you refuse delivery. The parcel should then automatically be returned to us, so we can inspect it.

WHAT IS THE JEWELLERY MADE FROM?

Our jewellery is handcrafted from 925 sterling silver. As per British regulations, items over a certain weight will be tested for purity and Hallmarked accordingly by the Edinburgh Assay Office. We do not use feature hallmarks, and try to make our hallmarking as discreet as possible to retain the integrity of our designs.

Our gold and rose gold items are sterling silver with 18k gold plating, and are plated by a company that goes back several generations in the Jewellery Quarter in Birmingham.

HOW DO I CLEAN MY JEWELLERY?

If you look after your jewellery in a sensible manner, it will continue to look beautiful for years to come. We recommend silver polishing cloths manufactured by Town Talk Polish Company Limited (http://www.towntalkpolish.com/silver/). Unfortunately, silver does tarnish and a quick rub with a silver cloth will help prevent this.

Whilst all Embers pieces come in our signature packaging, these are for gift-giving purposes only, and NOT FOR STORING your jewellery. We recommend storing unworn jewellery inside an airtight bag in your jewellery box to minimize tarnishing, which can occur when it comes into contact with natural elements. Airtight containers are preferable when storing your jewellery, the most common household items with this function are zip lock bags.

WHAT TARNISHES SILVER?

Silver is tarnished by sulphur-containing materials, particularly hydrogen sulphide (H2S). Tarnishing is accelerated in a humid environment. Oily salts from our fingers may, if not removed, show up as corrosion patterns that may have to be professionally removed. Silver that is worn and then gently washed and dried immediately will seldom require tarnish removal.

Keep your jewellery clean – with silver, gold and platinum jewellery you can also use a soft toothbrush, lukewarm water and some washing up liquid to take away any residues of, for example, hand cream, soap or every-day dirt (more details below).

DO NOT!

Expose your jewellery to any chemicals such as household cleaners, perfumes, hairspray etc as these could cause damage and discolouration to the surface of your jewellery (that means ‘no’ to cleaning any of your jewellery with vinegar, gin and coca cola, which can be very acidic!).

Do not wear your jewellery during activities such as exercising or gardening to avoid knocking or scratching.

Do not let it have prolonged contact with hard or abrasive surfaces. Avoid carrying heavy bags when wearing delicate rings or bracelets as these can cause damage and misshape your jewellery.