PAYMENT AND ORDERS
How do I pay?
Lapis London accept all major payment methods including Paypal, Shop Pay, Apple Pay, Visa, Visa Debit, Maestro, MasterCard and Amex.
Is payment secure?
Our shop is hosted by Shopify which offers the highest-level Payment Card Industry Data Security Standard compliance (level 1), so credit card details are secure and protected.
Can I use a promotion code?
If you have a current code, add it to the ‘discount code’ box at checkout. Please note you must proceed through full checkout - not an express checkout option. Only one discount code is redeemable per transaction. Promotional codes are for non-sale items only.
Has my order been confirmed?
Once you have completed your purchase, we will send you an automatically generated order confirmation email. Please check your junk mail if you can’t find it. If you haven’t received it within a couple of hours please contact us firstname.lastname@example.org and we can re-send it.
Who should I contact about my order?
Please contact us if you have any questions about your order at email@example.com citing your order number. We aim to respond to your email the same working day Monday-Friday.
Can I cancel or amend my order?
You can cancel or amend your order if it hasn’t been processed or dispatched. Just contact firstname.lastname@example.org with your order number.
Do you offer a gift note service?
If your purchase is a gift, we are happy to include a gift note.
Please type your message in the "Add a Gift Message" box in your shopping cart before proceeding to the checkout.
Alternatively please email us directly at email@example.com as soon as you have made your order with the message you would like included and we will then include a gift note with your order.
Please email us at firstname.lastname@example.org to discuss any bespoke requests, such as changing the necklace charm for a different choice you have seen on our website. We can’t guarantee it will be possible, but we will be happy to discuss your requirements and try our best to help.
When will my order be dispatched?
Items are dispatched as swiftly as possible, if an order is placed before 3pm (Mon-Friday), it is dispatched the next working day. Items purchased on Friday before 3pm will be dispatched on Saturday.
What postal service do you use?
We use Royal Mail Tracked 24 (£3.95) and Tracked 48 (£2.95). Orders over £50 are eligible for free delivery (Royal Mail Tracked 28). You will receive an email with your tracking details. Items shipped by Royal Mail Tracked 48 do not need to be signed for.
Do you ship outside of the UK
At present we are not shipping to countries outside of the UK.
How do I track my order?
When your order has been dispatched you will receive a dispatch email. You can track your order by referring to your tracking details in this email.
I haven’t received my order, what should I do?
On very rare occasions and for reasons beyond our control, post can be lost in transit or delayed. If you haven’t received your order with 10 days of dispatch and you think your order is lost or delayed, please email us at email@example.com, and include your order number and we will do our best to help.
What is your returns policy?
We have a 14-day return policy, meaning you have 14 days after receiving your item to request a return (excluding earrings which due to hygiene reasons are non-refundable unless faulty).
To be eligible for a refund, your item must be in the same condition that you received it, unworn or unused, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at firstname.lastname@example.org and we will send you instructions on where to send your package. Please provide the below information with your return request:
- Your order number
- Your name
- Your reason for wanting a return/exchange
- If returning due damage or a fault, please provide a photo of the fault/damage
- Whether you want a return or an exchange, and if an exchange - what product you would like instead.
Please note, the postage cost for a return is paid by the customer, unless item is faulty, in which case we will cover the cost and arrange collection. The refund amount will exclude the original postage fees, unless item is faulty. We recommend using a trackable method (such as Royal Mail recorded delivery) to ensure we receive it, we cannot be held responsible for returns that are lost in transit. Once your return is received back with us and inspected, we will send you an email to notify you that we have received your returned item and what happens next.
You can always contact us for any return question at email@example.com.
My item has arrived damaged, what should I do?
Please inspect your order upon receipt and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
How can I exchange an Item?
The fastest way exchange an item is to arrange a return for the item you have, and once the return is accepted, make a separate purchase for the new item.
How does the refund process work?
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded (minus postage fees) on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at firstname.lastname@example.org.
DO YOU OFFER A WARRANTY?
Our jewellery pieces come with a 6-month warranty as standard. This covers manufacturing faults, such as faulty clasps on chains and loose earring posts. In these instances, we can repair or replace the item. The 6-month warranty is void if damage is caused by customer misuse and not caring for the item appropriately. Such as exposure to chemicals (perfume, suntan cream etc), water, heat and inappropriate storage, or is simply due to general wear and tear. Tarnishing or discolouration are not faults but natural reactions that are sped up through inappropriate care. Any damage to any items that exceed 6-months cannot be repaired.
Which necklace length should I choose?
Please see our Necklace Chain Length Guide – Lapis London for details on our chains and necklace lengths.
Which Bracelet size should I choose?
Please see our Bracelet Size Guide – Lapis London for guidance.
If you need any further help please contact us at email@example.com
MATERIALS AND CARE GUIDE
What materials do you use in your jewellery?
At Lapis London we endeavour to balance affordability with long-lasting jewellery. We use sterling silver, sterling silver plating, gold plating and semi-precious gemstones. Please look at the materials section on each listing to understand the material composition of the jewellery piece.
All our gold chains and earring hoops are plated with a thick layer (1 micron) of 18ct gold over a Sterling Silver base.
All our silver chains and earring hoops comprise sterling silver.
Our gold charms are 18ct gold plated on either a sterling silver or a copper base. Our silver charms are either simply sterling silver of sterling silver plating on a copper base.
How is best to care for my jewellery and will it tarnish?
Sterling Silver and Gold-plated items can oxidise when exposed to air, humidity, sweat, perfume, cosmetics or other chemicals and is therefore prone to tarnishing over time. Plating will also wear off with regular use over time and gemstones and pearls can fade or discolour if mistreated.
We want you to be able to wear and enjoy your jewellery pieces for as long as possible. Please see our care guidance below:
- When not wearing your necklace, store it inside the jewellery box/pouch provided.
- Clean carefully with a soft cloth.
- Avoid wearing your jewellery whilst showering, bathing, swimming and exercising.
- Always remove your jewellery when applying perfume, suntan cream and cosmetics.
- Remove your jewellery before sleeping.
I have lost an earring/necklace charm can you help?
This depends on how long ago the earrings/necklace were purchased and whether we still have the stone and findings in stock. Please contact our customer care team at firstname.lastname@example.org with details to see if we can help.
My necklace chain is tangled what should I do?
If stored inappropriately necklace chains can become easily tangled. Knots can often be untangled by using a needle or pin. To help prevent your necklaces from getting tangled, fasten the chains before storing them and store them individually.
Are your products sustainable?
At Lapis London we take sustainability seriously and we strive to use recycled and sustainable materials where at all possible.
Our gemstones are ethically sourced, and our necklace chains and hoop earrings are made from recycled gold and sterling silver.
Our jewellery boxes are eco-friendly and comprise FSC-certified cardboard and water-based glue.
If you have not found the answer to your question in our FAQ please contact us at email@example.com.