Customer care

Customer care

Jewellery Care

All Jenny Sweetnam jewellery is meticulously crafted in house in our studio made from fine materials. As with all jewellery, general wear and tear will occur over time depending on how the piece is worn and stored. For necklaces please be careful not to “yank” or sharply pull the chain as breakage can occur, the chains used in Jenny Sweetnam jewellery are deliberately on the fine side for aesthetic design purposes.   Take care to protect your jewellery from impacts, scratching and contact with chemicals and perfumes and we recommend not wearing whilst swimming , exercising or bathing. Gold plated items are created by applying a top surface layer of 22 carat gold which will inevitably fade over time. If you would like to have your jewellery re-plated then we will be happy to arrange this for you for a fee. Please get in touch to discuss further. If you would like to clean your metal jewellery yourself, we recommend rubbing very gently with a silver cloth.  

Returns policy

Thank you for shopping at Jenny Sweetnam. We hope that you will be delighted with your jewellery purchase. If you are not entirely satisfied with your purchase you may return it to us within 14 days of receiving your order. To be eligible for a return, you must return the item in the same condition in which you received it and in its original packaging together with receipt or proof of purchase. Customised pieces and bespoke work are not eligible for return. Once your return has been received and approved by us we will be be in touch with you to arrange your refund. Please email enquiries@jennysweetnam.com for any further queries regarding your return. In accordance with UK Health and Hygiene regulations, unfortunately we cannot accept the return of earrings. This does not affect your statutory rights. Please note that postal costs for returned items are the customers’s responsibility. It is also the responsibility of the customer to ensure that returned items reach us safely and that they do so in good condition. We recommend using a tracked postal service for this. Please send all returns to: Jenny Sweetnam B205 Lighthouse Studios 89a Shacklewell Lane E8 2EB

Delivery

For all “ready to despatch” items, we aim to post out orders within three working days. For all “made to order” items we will keep in touch with you via email to inform you of the delivery time.  All orders are despatched via Royal Mail 1st class signed for service.  If you are in a hurry to receive your jewellery we will always do our best where possible to accommodate this.  Please email us to request a faster shipping service, there may be an additional cost for this depending on destination.   Please take note that any taxes or duty incurred at the shipping destination are the responsibility of the customer.

Shipping rates

UK

Royal Mail First Class Signed For: £5.00

Europe

Royal Mail International Signed for: £10.00

International

Royal Mail International Signed for: £10.00