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FAQ FAQ
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  1. How long will it will be until I receive my order ?
  2. How can I pay ? Do you accept cheques ?
  3. How do you ship and how much does it cost ?
  4. If I live locally to you, may I pick up my item from you ?
  5. What about VAT if I live outside the EU or have an exemption ?
  6. How are orders packed
  7. What if my order gets lost or damaged ?
  8. How can I be sure of the quality of the items I order
  9. Refunds and exchanges
  10. Returns
  11. How long will It take to receive my refund once I return an item?
  12. Gift Returns

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    How long will it will be until I receive my order ?

    The majority of orders are sent out within 24 hours. If there is any delay to the dispatch of your order, we will advise you of the estimated date upon which we will be sending it. Bespoke orders such as charms or items made in metals other then silver may take between 3-6 weeks, but you will be advised of timescales when you order. Bespoke initial pendants are made to order so please allow 12-16 days for delivery of these items. These timescales do not include bespoke wedding and engagement rings.
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    How can I pay ? Do you accept cheques ?

    We accept all major credit and debit cards, including any card with the Visa or Mastercard symbols on them and American Express. We cannot process Diners Club cards. All payments are made in GBP.

    Using Paypal - Currently we don't offer Paypal as standard due to the high service rates. However, in special circumstances we will consider this as a means of payment. Please check with us first if you would like to use Paypal

    Cheques and Cash - We do not accept cheques or cash by post. However, Atelier who exclusively stock RosaCharms will accept cash over the counter.
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    How do you ship and how much does it cost ?

    In the UK we ship via Royal Mail. For orders up to ?50 you can choose standard recorded delivery or Special Delivery. All orders over ?50 are usually sent by Special Delivery. International orders are shipped using International Signed For. Rates will depend on weight of your package and insurance. Whilst you can buy our products if you live in the following countries, we reserve the right not to be responsible for shipping losses to the following countries:

    Russian Federation Czech republic India Africa & South Africa
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    If I live locally to you, may I pick up my item from you ?

    Yes, you can of course pay for your order online and choose "Click And Collect from Atelier" to pick it up. Please note Atelier's opening hours on the website
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    What about VAT if I live outside the EU or have an exemption ?

    If you are a resident of the Channel Islands or on a qualifying BFPO posting etc, we will deduct 20% VAT from the cost of your goods automatically before payment. The same applies to items being shipped to an address outside the EU tax zone. All calculations are done automatically at checkout based on the shipping address. All payments are collected in GBP.
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    How are orders packed

    Depending on the item you buy, all our items are boxed in our RosaCharms boxes and posted in a plain brown envelopes for security reasons.

    You may ask for items to be gift wrapped at an additional charge of ?3.00. All gift wrap items come in silver Kraft paper and East of India ribbon. If a package arrives damaged,you must retain its packaging as we require it to make a claim.
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    What if my order gets lost or damaged ?

    Everything is carefully inspected before it is sent out. However if an item arrives damaged, please inform us as soon as possible using the (in the left menu) and return the item to us using the instructions in our Shipping and Returns page which can be found in the footer of this page.
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    How can I be sure of the quality of the items I order

    All out items are made in our workshop in our UK workshops and hallmarked by the London Assay Office, although in some cases if an item is under minimum weight for hallmarking It may be left unmarked. Where this is the case you are more than welcome to have items tested at the London Assay Office to be assured of their purity. We will do this for you if you cover our postage, though it has to go with a batch of items we are already sending as there is a minimum charge We only use sterling silver (925), gold, platinum and palladium metals unless otherwise stated in the description. Fairtrade and recycled metals can be used on request. All our gemstone charms are natural untreated stones, unless we have specified a treatment is used, or unless treatment is standard practice for that stone.
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    Refunds and exchanges

    If you are not entirely happy with your jewellery you have 21 days, from the date of dispatch to return it to us if you wish to cancel your order. Please see the returns instructions in our shipping and returns policy at the bottom of this page in the footer. As long as the goods conform to our returns policy, we will refund the cost of the goods, but minus the original delivery charge. Cash refunds will be made to your account within 10 working days via the same method of payment that you used to purchase them. Exchanges will be credited to your online account for future purchases.

    Earrings are only returnable if they HAVE NOT been removed from their protective heat sealed packaging. Any items that have been removed from heat sealed wrappers cannot be returned due to health and safety reasons.

    All RosaCharms boxes need to be in resaleable condition on return. Any boxes not returned in re-saleable condition will be charged at a restocking fee of ?3.00
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    Returns

    There is a 21 day approval period which starts from the date of dispatch (28 days if the item is sent overseas) during which you may return goods bought from our website. Please see our shipping and return policy - the link is in the footer below this page.
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    How long will It take to receive my refund once I return an item?

    Refunds will be made within 10 working days of receiving any undamaged and unworn products, correctly returned. The purchase amount will be credited to the original purchaser's credit card. Original postage costs and return postage costs are not refunded. Any international customs duties are non refundable and additionally any duties we have to pay on returns from abroad will be deducted from the refunded amount.
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    Gift Returns

    If you have received an item from Atelier as a gift you can of course return it for exchange. This must be done within the parameters outlined in this Returns Policy which can be found in our shipping and returns link in the footer at the bottom of this page.
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