What material are your jewellery made of?
We specialize in crafting exquisite jewellery using the finest materials, including high-quality 925 silver. Our collections also feature a stunning array of designs that incorporate semi-precious pearl, crystal and stones.

What is 925 sterling silver?
Silver 925, also known as sterling silver, is an alloy composed of 92.5% pure silver and 7.5% of another metal, usually copper. This composition enhances durability while retaining the lustrous appearance of silver.

What is the difference between gold plated and gold vermeil in your jewellery?
We produce our jewellery in 18k gold plated & 18k gold vermeil.

Is there a colour difference between gold plated and gold vermeil jewellery?
Both gold plated and gold vermeil jewellery can have a similar colour appearance, as they both involve a layer of gold on the surface. However, the colour can vary based on the quality of the plating and the specific type of gold used. In general, gold vermeil might have a slightly warmer and richer colour due to the thicker layer of gold and the underlying sterling silver base.

Can i wear your jewellery in water?
For the long-term preservation of your jewellery, it’s recommended to minimize prolonged exposure to water, especially in situations involving chlorine (e.g., swimming pools) or saltwater (e.g., ocean). These elements can contribute to tarnishing and accelerate wear over time.

Does your jewellery tarnish?
Like all sterling silver jewellery, our pieces will tarnish over time due to exposure to elements like air, water and moisture. That tarnishing is an inevitable process for all silver jewellery, but if you take good care of your pieces, they will last for years to come. Regular care, such as professional cleaning and proper storage, can help maintain its shine and brilliance.

Is your jewellery hypoallergenic?
Barring an extremely rare silver allergy, our jewellery poses no risk of triggering skin allergies.

Order Fulfilment (Free standard shipping for all UK orders over £79.00) 

• Please note processing time is 2-3 business days in addition to shipping. 
•  We can only guarantee your order will leave us in time for the delivery. We cannot guarantee your order will arrive on time due to any delays by our shipping partners.

Creating your hand made bracelet takes 2-3 working days if you have provided a wrist size as well as a valid address, it is then prepared for shipping. Our standard shipping method is Royal Mail,tracked 48 which has a delivery time between 2 and 5 working days. You will receive a shipping confirmation email with your tracking number the day your item ships.

Please note that we are not able to ship to an BFPO/APO/FPO/DPO address.

You can select Royal Mail Tracked 24 or Special Delivery for an additional cost.

Tracked 24 is 1-2 working days. Please allow time for your order to be made before shipping, usually 1 day for Tracked 24 orders.

Next Day Delivery is guaranteed for next working  day delivery if ordered by 12pm midday.

Next day delivery orders must be placed by 12pm midday for next working day delivery by 1pm Monday to Thursday. If you are ordering on a Friday, weekend or Bank Holiday, your order will be processed on the next working day.

Please note Next Day Delivery orders accepted on weekends or Bank Holidays will not be processed until the next working day.

Duties and Fees (International Orders) 

Your order may be subject to VAT, import duties and/or taxes, due to the complexity of international laws we do not include those fees in orders. You are responsible for any local customs and duties on your order. We are required by law to disclose the full value of the package contents and cannot alter this value. 

If an order is refused, then you are responsible for the shipping expenses, as well as any additional duties, fees, customs or taxes incurred in shipping. 

Shipping Guarantee 

We work with Royal Mail, which is a well-established shipping provider and we place our faith and trust in them, however, we cannot guarantee their performance. Shipping mistakes are rare, but we can only guarantee what is in our control.

If, for any reason, you are not satisfied with your purchase within 14 days of receiving your order, you may request a refund or exchange for a different model, provided you meet the following terms:

Return Time:

Our return policy is valid for 14 days. If 14 days have passed since your purchase, we regret that we cannot offer a refund or exchange. Customers must contact us within 14 days of receiving the item. If you receive a defective or damaged item or the wrong product, please contact us at info@castanealondon.co.uk.

Return Address:

Please do not send goods directly to our shipping address. First, contact our customer service team to inform them of your need to return the goods, and we will provide you with the appropriate instructions.

Request for Returns (if applicable):

We accept returns of products. Customers have the right to request a return within 14 days of delivery. To be eligible for a return, your item must be unused and in the same condition in which you received it. It must also be in its original packaging. A receipt or proof of purchase is required to complete your return. Please consult our customer service team to ensure you send the package to the correct address.

Situations Where Returns Will Be Refused:

1. Goods that have been used will not be returned or exchanged.
2. Returns will not be accepted for incomplete or damaged items.
3. Products not provided by us cannot be returned.
4. Returns based on personal reasons, rather than product quality issues, will not be accepted.

Return Process:

1. Contact our customer service staff, explain the reason for the return, and submit a return application form to be confirmed by the customer service team.
2. Send the goods back to the address provided by our customer service staff.
3. Once we receive the goods, we will verify the return and proceed with either rescheduling delivery for a replacement or processing your refund.

Postage Instructions for Returns:

1. If the product is returned for reasons unrelated to quality issues, the customer is responsible for the return shipping fee, and £5 will be deducted from your refund for freight and handling fees.
2. For returns due to quality issues, our company will cover the return shipping costs.

Precautions for Returns:

1. When returning goods, all related accessories (labels, bags, etc.) must be returned. Returns will not be accepted for missing accessories or damage to the original packaging. If there is a quality issue with the package, please send it back along with the original shipping packaging.
2. Our company implements a three-level supervision system to ensure no items are missing or incorrectly delivered. Claims of missing items require a certified third-party verification to process a refund or replacement. Unilateral refund or replacement requests will not be accepted.
3. If your order included any gifts, they must also be returned.

How to Return or Replace a Product:

Please contact us before returning a product. Email us at info@castanealondon.co.uk with your order number and the reason for the return. Our after-sales team will assist you with the return process. To avoid any issues, please ensure you contact us before sending the item back.

When Will I Receive My Refund?

We will confirm the refund amount once we have received the product. The refund will be processed through your original payment method. Please note that bank review and processing may take some time, typically 2-7 business days.

Late or Missing Refunds (if applicable):

If you haven’t received your refund yet, please check your bank account again. Then, contact your credit card company, as it may take some time for the refund to be officially posted. Next, contact your bank, as there may be processing time before the refund is posted. If you have done all of this and still have not received your refund, please contact us at info@castanealondon.co.uk

AGREEMENT TO TERMS

These Terms of Use constitute a legally binding agreement made between you, whether personally or on behalf of an entity (“you”) and castanealondon.co.uk concerning your access to and use of the castanealondon.co.uk website as well as any other media form, media channel, mobile website or mobile application related, linked, or otherwise connected thereto (collectively, the “Site”). You agree that by accessing the Site, you have read, understood, and agreed to be bound by all of these Terms of Use. IF YOU DO NOT AGREE WITH ALL OF THESE TERMS OF USE, THEN YOU ARE EXPRESSLY PROHIBITED FROM USING THE SITE AND YOU MUST DISCONTINUE USE IMMEDIATELY.

Supplemental terms and conditions or documents that may be posted on the Site from time to time are hereby expressly incorporated herein by reference. We reserve the right, in our sole discretion, to make changes or modifications to these Terms of Use at any time and for any reason. We will alert you about any changes by updating the “Last updated” date of these Terms of Use, and you waive any right to receive specific notice of each such change. It is your responsibility to periodically review these Terms of Use to stay informed of updates. You will be subject to, and will be deemed to have been made aware of and to have accepted, the changes in any revised Terms of Use by your continued use of the Site after the date such revised Terms of Use are posted.

The information provided on the Site is not intended for distribution to or use by any person or entity in any jurisdiction or country where such distribution or use would be contrary to law or regulation or which would subject us to any registration requirement within such jurisdiction or country. Accordingly, those persons who choose to access the Site from other locations do so on their own initiative and are solely responsible for compliance with local laws, if and to the extent local laws are applicable.

INTELLECTUAL PROPERTY RIGHTS

Unless otherwise indicated, the Site is our proprietary property and all source code, databases, functionality, software, website designs, audio, video, text, photographs, and graphics on the Site (collectively, the “Content”) and the trademarks, service marks, and logos contained therein (the “Marks”) are owned or controlled by us or licensed to us, and are protected by copyright and trademark laws and various other intellectual property rights and unfair competition laws of the United Kingdom, international copyright laws, and international conventions. The Content and the Marks are provided on the Site “AS IS” for your information and personal use only. Except as expressly provided in these Terms of Use, no part of the Site and no Content or Marks may be copied, reproduced, aggregated, republished, uploaded, posted, publicly displayed, encoded, translated, transmitted, distributed, sold, licensed, or otherwise exploited for any commercial purpose whatsoever, without our express prior written permission.

Provided that you are eligible to use the Site, you are granted a limited license to access and use the Site and to download or print a copy of any portion of the Content to which you have properly gained access solely for your personal, non-commercial use. We reserve all rights not expressly granted to you in and to the Site, the Content and the Marks.

USER REPRESENTATIONS

By using the Site, you represent and warrant that: (1) all registration information you submit will be true, accurate, current, and complete; (2) you will maintain the accuracy of such information and promptly update such registration information as necessary; (3) you have the legal capacity and you agree to comply with these Terms of Use; (4) you are not a minor in the jurisdiction in which you reside, or if a minor, you have received parental permission to use the Site; (5) you will not access the Site through automated or non-human means, whether through a bot, script or otherwise; (6) you will not use the Site for any illegal or unauthorized purpose; and (7) your use of the Site will not violate any applicable law or regulation.

If you provide any information that is untrue, inaccurate, not current, or incomplete, we have the right to suspend or terminate your account and refuse any and all current or future use of the Site (or any portion thereof).

PRODUCTS

We make every effort to display as accurately as possible the colors, features, specifications, and details of the products available on the Site. However, we do not guarantee that the colors, features, specifications, and details of the products will be accurate, complete, reliable, current, or free of other errors, and your electronic display may not accurately reflect the actual colors and details of the products. All products are subject to availability, and we cannot guarantee that items will be in stock. We reserve the right to discontinue any products at any time for any reason. Prices for all products are subject to change.

GOVERNING LAW

These Terms of Service and any separate agreements whereby we provide you Services shall be governed by and construed in accordance with the laws of UK.

PEARL CARE

We use carefully selected cultured pearls from freshwater pearls to create our exquisite pieces. Pearls are delicate by nature, so they deserve gentle care to maintain their beauty.

To protect your pearls, always make them the last accessory you put on before heading out and the first one you take off when you return home. Keep them away from direct contact with chemicals found in perfume, hairspray, and other cosmetics.

GOLD VERMEIL CARE

Before exercising or showering, remove your Vermeil jewellery. Clean your piece by buffing gently with a dry cloth and store your it in your Olivia & Pearl box or Pouch.

SOLID GOLD CARE

Everything deserves some loving, even something as strong as Gold. To maintain its beauty, scrub lightly with a toothbrush and warm water.

SILVER CARE

925 Sterling Silver is an alloy made of 92.5% pure Silver and 7.5% Copper. We plate our Silver jewellery in Rhodium, which gives it extra shine and durability. Silver is H2O sensitive. Avoid water when wearing your piece because over time the Sterling Silver will oxidize. You + Sterling Silver = Forever. The oils in your skin help keep Silver from oxidizing faster. So, wear often. Keep your piece in a ziploc bag or well-sealed jewellery box.