FAQ

Is delivery really free?

Yes! Postage is free! I do not charge you a thing for postage. All orders are sent Royal Mail Special Delivery, meaning it is insured and guaranteed next day delivery by your Postman. Your signature will be needed but if you’re not in a card will be left for you.

Orders posted to an address outside the UK will be charged £15 for delivery.

Orders posted to an address outside of the UK will be charged £15 delivery.

Do you let me know when you are sending my order?

Yes, I will email you when your order is ready, to let you know what day to expect the parcel.

If you would like it to arrive on a particular day, just let me know, and I will do my best to ensure it arrives when you would like it to. It will need a signature upon delivery, if you are not in when the postman delivers you will get a card through the door and the collect from your local sorting office or rearrange delivery.

How long do orders take?

Everything you see here on my website is designed and made by me in my Herefordshire studio. As you can imagine this takes time, and I really don't like to rush making orders as I want them to be perfect for every customer. I do have some items in stock, while other things need to be made once the order arrives.

Simply, if I have it in stock, I can send in the following day, if I need to make to for you, it can take 1-4 weeks. I will email you straight away to let you know how long your order will be.

However, I am at the end of the phone or email, please do feel free to ask how long any items will take before you order. I will alway do my best to work to your deadlines, so do just ask!

Can I order by phone?

Yes of course, just call me, I can take all major credit cards over the phone, or a bank transfer.

Can I return my order?

Yes, of course!

Should you not love the piece of jewellery you have ordered, you can return within 14 days for a full refund or exchange, providing it is unworn and in it's original packaging. Unfortunately work I have made to commission is non-returnable.

All items must be returned via a fully insured delivery service. I (Sue Lane) am not responsible for the delivery costs of returned items or for lost or damaged items whilst in transit. I must advise Royal Mail Special Delivery is the best option for returning jewellery. It includes insurance should your parcel not arrive. 

  1. You MUST contact Sue before returning any item.
  2. You will receive a full refund within 14 days of receipt of the item.
  3. Please note that commissioned items are non-returnable. You can also exchange your piece of jewellery within 14 days of purchase.
  4. You MUST contact Sue before returning any item for an exchange.
  5. Should the item you are exchanging to have a higher value than the returned item, you will be sent an invoice for the additional amount which can be paid by card, bank transfer or cheque. If the item is cheaper, Sue will refund the difference.
  6. Once payment is sorted and the new piece made, Sue will post it to you.
Can you resize the ring if I order the wrong size?

I make rings to the size you select when ordering, so if the ring does not fit, then I will happily re-size the ring free of charge (once only) providing:

  1. You pay £9 to cover Royal Mail Special Delivery costs for returning the ring to you (can be paid by cheque or back transfer).
  2. You ensure it's returned within 14 days of delivery.

Please do contact me before returning any ring for a re-size, it is so useful to have a discussion to help gauge how much adjustment is needed.

Please note: rings must be returned via a fully insured delivery service, Royal Mail Special Delivery is the best. I am not responsible for the delivery costs of returning a ring for re-sizing or for lost or damaged rings whilst in transit.

I will happily resize, refinish or repolish the ring at any time after the 14 days have expired, but at a cost based on the time needed to fulfil the work which Sue can quote before you return the ring.

I don't know the finger size, what can I do?

If you are not sure of your ring size, contact me and I can post out a free ring sizer to you.

If you are buying for someone else, take one of their rings that you know they wear on the exact finger to a high street store and ask them to take a ring size.

For a bit more advice, do feel free to call or email me and I can offer my thoughts on the best options for you.

Can I get the jewellery with a different stone to that shown?

You certainly can!

I am more than happy to make pieces with a different gemstone, or size stone to suit you and your budget.

Firstly contact me with the code or codes of the items you like, and let me know how you would like to change the design. I will email back with my thoughts and quotes.

Take a look at my commissioning jewellery page for more details.

Where can I see your jewellery?

I am so busy I can't stock many shops or galleries, and I also prefer to work directly with clients. See my stockist page for more details.

You are very welcome to visit my studio in Herefordshire to try a selection of jewellery. Contact me if you would like to visit.

Are you able to resize and refinish my jewellery at a later date?

Yes of course.

I am more than happy to work on any of my pieces of jewellery at any time. I am committed to offering customers the best service I can. I will resize, re-polish, refinish or just clean and refresh the item any time. I ask clients to cover the costs of postage and I charge for my time taken to do the work. Just get in touch to chat about what you would like to do and I can give you a quote.

How do I clean my piece of jewellery?

Have a look at my aftercare page for more info. Also see the question above about how I can clean and refinish for you.

Question 2

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Question 3

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Sizing, delivery, returns

Buying jewellery couldn't be simpler

  1. Simply choose the piece you would like to order.
  2. Purchase online or give Sue a call. Most major credit and debit cards can be accepted over the telephone, whilst bank transfers and cheques are also an option for you - contact Sue for details.
  3. Sue makes all the work by hand. If the jewellery you have ordered is in stock, she can despatch quickly, usually within 2 days. If not, Sue will make it for you; this can take between 3 days to 3 weeks, depending on complexity and time of year.
  4. To be sure of your delivery time have a chat with Sue first. If your order is very urgent or you have a deadline, talk to Sue - she will do her very best to make it in time for you.
  5. All orders are beautifully packaged in a lovely black and grey box with Sue Lane written on the outside and then tied with ribbon. It's then wrapped in lots of tissue to make it’s safe journey to you.
  6. POSTAGE IS FREE! Sue doesn’t charge you a thing for postage. All orders are sent Royal Mail Special Delivery, meaning it is insured and guaranteed next day delivery by your Postman. Your signature will be needed but if you’re not in a card will be left for you.

Returns

If for any reason you don’t love your piece of Sue Lane jewellery it can be returned within 14 days of purchase providing it is unworn and in it’s original packaging and a full refund will be given. 

All items must be returned via a fully insured delivery service. I (Sue Lane) am not responsible for the delivery costs of returned items or for lost or damaged items whilst in transit.

  1. You MUST contact Sue before returning any item.
  2. You will receive a full refund within 14 days of receipt of the item.
  3. Please note that commissioned items are non-returnable.
  4. You can also exchange your piece of jewellery within 14 days of purchase. You MUST contact Sue before returning any item for an exchange.
  5. Should the item you are exchanging to have a higher value than the returned item, you will be sent an invoice for the additional amount which can be paid by card, bank transfer or cheque. If the item is cheaper, Sue will refund the difference.
  6. Once payment is sorted and the new piece made, Sue will post it to you.

Ring sizing

Sue makes rings to the size your select when ordering. If the ring does not fit, then she will re-size the ring free of charge (once only) providing:

  1. You pay £9 to cover Royal Mail Special Delivery costs for returning the ring to you (can be paid by cheque or back transfer).
  2. You ensure it's returned within 14 days of delivery.

Please do contact me before returning any ring for a re-size, it is so useful to have a discussion to help gauge how much adjustment is needed.

Please note: rings must be returned via a fully insured delivery service. I (Sue Lane) am not responsible for the delivery costs of returning a ring for re-sizing or for lost or damaged rings whilst in transit.)

Sue will happily resize, refinish or repolish the ring at any time after the 14 days have expired, but at a cost based on the time needed to fulfil the work which Sue can quote before you return the ring.

Not sure of your ring size?

If you are not sure of your ring size, please contact Sue. We can arrange your order and then post out a free ring sizer to you. You then simply call or email with the measurement.

Postage and packaging

As I have mentioned postage is FREE within the UK. Outside the UK (the countries below only) there will be an additional small charge of £10 to cover extra delivery costs. 

Europe: United Kingdom, Andorra, Austria, Azores, Balearic Islands, Belgium, Canary Islands, Corsica, Denmark, Faroe Islands, Finland, France, Germany, Iceland, Liechtenstein, Luxembourg, Madeira, Monaco, Netherlands, Portugal, Republic of Ireland, Spain, Sweden and Switzerland.

Outside Europe: Brazil, Canada, Hong Kong, Malaysia, Singapore and USA.