Frequently Asked Questions

Orders & payment

How do I know my order was received?

An order confirmation is sent to the email address used at checkout. Check spam or promotions folders, then contact us if it has not arrived.

Can I change or cancel an order?

Contact us immediately. Changes and cancellations cannot be guaranteed once fulfilment or personalisation has begun.

Can I use more than one discount code?

Unless a promotion states otherwise, only one discount code can be applied to an order. Codes cannot usually be added after checkout.

When will payment be taken?

Payment is authorised during checkout using the selected payment method. Bank processing and statement timing depend on the provider.

Dispatch & delivery

When will my order dispatch?

In-stock pieces are currently planned for preparation within 1–2 business days. Personalised pieces require approximately 3–5 business days before dispatch.

Will my order include tracking?

Yes, where the selected service supports it. Tracking details are emailed after dispatch and may take time to show the first scan.

Can I send an order directly to someone?

Yes. Enter the recipient’s address at checkout and review it carefully. Product prices are not included inside the parcel.

What if my tracking has not moved?

Carrier scans can pause between facilities. If tracking has exceeded the expected timeframe, contact us with the order number.

Returns & refunds

What is the return window?

Eligible unworn, non-personalised pieces may be returned within 30 days of delivery in original condition with tags and packaging.

Can personalised pieces be returned?

Not for change of mind. Personalised pieces may still qualify for a remedy if faulty or different from the approved order.

Can earrings be returned?

Earrings must remain unworn for hygiene reasons and meet all other return conditions.

When will I receive my refund?

Approved refunds are issued after inspection to the original payment method. Bank processing time is additional.

Products & materials

What is gold vermeil?

Gold vermeil uses a sterling-silver base with a substantial layer of gold. Valoraie vermeil pieces use an 18k yellow-gold finish.

Will gold vermeil change over time?

Yes. Plated finishes naturally evolve with wear. Skin chemistry, moisture, cosmetics, climate and storage all influence the rate of change.

Will my pearl look exactly like the photograph?

Freshwater pearls are organic, so small variations in shape, tone and surface are expected and make each piece subtly individual.

Is Valoraie jewellery hypoallergenic?

Material information is shown on product pages, but individual sensitivities vary. Contact us before purchase if you have a known metal allergy.

Sizing & styling

How do I choose a ring size?

Measure a ring that already fits the intended finger and compare its internal diameter with our Size Guide. Measure more than once and at a comfortable room temperature.

How do I choose a necklace length?

Product pages show chain and extender measurements. Use a soft tape or string to preview the position, allowing for pendant drop and layering.

Can you help me choose a gift?

Yes. Use the Gift Guide or contact our care team with the occasion, style preference and budget.

Personalisation

What can be personalised?

Only products showing a personalisation option can be customised. Available characters and limits vary by design.

Can I change personalisation after ordering?

Contact us immediately. Work can begin quickly, so changes cannot be guaranteed.

Does personalisation take longer?

Yes. Personalised pieces currently require approximately 3–5 business days of preparation before dispatch.

Care & warranty

How should I store my jewellery?

Keep pieces dry and separate in a pouch or lined jewellery box. Fasten chains and avoid humid storage areas.

Can I shower or swim in my jewellery?

We recommend removing jewellery before showering, swimming, exercising and sleeping to protect finishes, settings and components.

What does the two-year warranty cover?

It covers assessed manufacturing faults under normal use. Normal wear, accidental damage, loss and damage caused by chemicals or improper care are excluded.

How do I make a warranty claim?

Contact us with the order number, a description of the issue and clear photographs of the full piece and affected area.