FAQs

    Shipping

  • Can I track my order?

    YES - You can track your order using the tracking number in your order confirmation email and the below links -

    Royal Mail Special Delivery: Here

    DPD : Here.

    FedEx : Here

  • What is DPD Pick Up? (UK only)

    How it works

    Available for UK customers only

     

    Hate missing deliveries?

    UK delivery has been made hassle-free with DPD Pick Up. You can now select from thousands of local shops and collect your goods at your convenience.

    Peace of mind that you won't miss your deliveriesSimple & secure pick upEmail/Text notification when your parcel is ready to collectYou have 7 days to collect



    How DPD Pick Up works:

    1. Select the DPD Pick Up option at checkout

    2. Find and select your local Collect Point

    3. We will email/text you when your parcel is ready to pick-up

    4. Collect at your convenience

    DPD Pick Up Cost

    Orders under £40 - £2.95

    Orders over £40 - Free

     

    Sustainability - Our DPD Pick Up solution is better for the environment. This is because we are able to consolidate deliveries into one single location and reduce the number of failed deliveries. 

  • How long will it take for my order to arrive?

    Please see our Delivery and Returns page for more information here

  • Do you ship worldwide?

    Yes - For more information please see our Delivery and Returns page here

  • BREXIT & EU CUSTOMS INFORMATION

    Will I be charged customs fees to receive my order? - No, all Taxes and Duties are already included - no hidden fees!

    Standard EU Customers - Please allow a minimum of 10 working days for your order to reach you.

    Express EU Customers - Please allow a minimum of 4 days for your order to reach you.


    To read more on Brexit Update please click here.

  • Orders

  • I need to change or cancel my order, can you help me with this?

    We’re super quick at processing orders to make sure that you receive it as soon as possible. Once an order has been placed, we’re unable to amend it. It is simple to return any unwanted items back to us. Please see our returns page. Your cancellation rights can be found here

  • When will my order despatch?

    Orders will be despatched within 1 working day of them being placed. Orders are not shipped on weekends or UK Bank Holidays.

  • I haven't received an order confirmation, has my order gone through?

    When you place an order you'll receive two emails from us; one to confirm your order and one to let you know that your order has been despatched. If you haven't received them, please check your junk mail or promo folder . You may have also accidentally entered an incorrect email address at the checkout, in this case please email us so we can adjust your details.

  • Can I return / exchange an item?

    Yes – our return process is super simple! For more information and a link to our Return Portal please see our returns policy here.

  • I received the wrong item or an item is missing

    We're sorry to hear that! We do take great care when packing your orders but from time to time there may be a mix up! Please get in touch with our Customer Care Team within 48 hours of receiving your order, we will sort this as quickly as possible. Include your name, order number and let us know what was missing in your order. We’ll be back in touch as soon as possible!

  • I have received a faulty item

    We're sorry to hear that! It is important to let us know within 30 days of receipt if you are in the EU and within 14 days of receipt elsewhere. Please get in touch with our Customer Care Team who will sort this as quickly as possible. Include your name, order number and let us know about the problem. We’ll be back in touch as soon as possible!

  • Have you received my return?

    Please allow up to 10 working days for returns to be processed from the day we receive them. You will receive confirmation of your refund/exchange once your return has been processed. All refunds will be issued back to the same card/paypal account the transaction was made from. Please allow up to 5 business days for the funds to appear in your account.

    Please note - Returned goods are your responsibility until we receive them back. Please keep hold of your proof of postage which shows the returns address, as this will insure the goods on their way back to us.

  • About Our Products

  • What is my ring size?

    Most of our rings are available in the following 7 sizes. XXS, XS, S, M , L, XL & XXL (We do have some rings with larger sizes including mens sizes). The best way to indicate which size you will need is by measuring a ring you already own using a standard ruler. Measure inside the ring from one side to the other in millimeters, this is your rings 'inside diameter' - now that you have this you can use our sizing chart here:

    Size Guide

  • An item I want is out of stock - when will this item be back in stock?

    Some of our items sell out quickly. If you can still see the item on the website, it will be back in stock soon. Please sign up to the back in stock notification in the product’s description to ensure you are first to hear by email when the item is available again.

  • What is RegalRose’s jewellery made from?

    We offer both solid precious metal and precious metal plated products. These include; Gold Vermeil, Sterling Silver (925), 9K Gold, 18K Gold plated Sterling Silver (925), Sterling Silver plated (925) Brass & 18K Gold plated Brass. All gemstones used in our designs are naturally formed, unless otherwise stated. More information for each of our products can be found in their descriptions.

  • How do I take care of my regalrose jewellery?

    925 Sterling Silver 

    Sterling Silver (925) is a soft metal and should be worn with care. As the softest of all precious metals, it can easily pick up scratches and signs of wear - this is perfectly normal and all part of the life cycle of your jewellery. The speed at which this happens varies from person to person, and depends on how you wear your jewellery. It’s always best to slip your jewellery off if you’re doing anything particularly hands on.

    Exposure to moisture in the air will naturally tarnish silver over time. The best way to avoid tarnish on your silver jewellery is to wear it frequently. When not being worn, store your Sterling Silver jewellery in an airtight bag or container, out of direct sunlight and in a cool dry place.

    If your Sterling Silver pieces are looking a little discoloured, use a silver polishing cloth to gently buff the surface to restore your piece back to its original state. Try a lint-free flannel, microfiber or other soft non-abrasive cloth as an alternative. Do not use paper towels or tissues to polish your silver as they contain fibres that can scratch the metal. Avoid contact with harsh chemicals (cleaning products / chlorine etc) while wearing Sterling Silver jewellery, this can result in the silver reacting with the chemical causing considerable discolouration.

    Plated Jewellery

    Many of our pieces are 18k Gold Plated or Sterling Silver Plated. Due to the delicate nature of gold and silver plating, these items require extra care to prevent the plating from fading over time. 

    Exposure to air naturally tarnishes plating over time. When not being worn, store your plated jewellery in an airtight bag or container, out of direct sunlight. Plated jewellery needs to be kept dry. Avoid contact with water, hand sanitizer, lotions, perfumes and soaps. These chemicals can strip the plating from the surface of the jewellery.

    If you notice your plated pieces looking a bit dull, use a silver polishing cloth to gently buff the surface, don’t use too much force as this can damage the plating! Try a lint-free flannel, microfiber or other soft non-abrasive cloth as an alternative. Do not use paper towels or tissues to polish your jewellery as they contain fibres that can scratch the metal.

    Last but not least, your own body chemistry can be harsh on plated jewellery. Everyone’s chemistry is different, some people have a lower PH level than others. Depending on the individual, it’s not uncommon for chemicals perspired through the pores of the skin to cause plated jewellery to tarnish and discolour.

    Gold Plated Vermeil

    What is Gold Vermeil?

    Vermeil is thicker than a standard layer of gold plating. With 2.5 microns of gold plated on top of 925 Sterling Silver, Vermeil will last longer than standard gold plating. 

    It remains advisable to avoid liquids and chemicals to prolong the life of your Vermeil piece.

    We recommend regularly giving your jewellery a gentle polish with a lint free flannel, microfiber or other soft non abrasive cloth. When not being worn ensure any chemicals or moisture on the jewellery has been thoroughly removed before storing in an airtight container away from sunlight.  

    Gemstone / Glass Care

    We use natural crystals and gemstones in our designs, unless otherwise stated. Since the stones we use are natural, there will be differences between each individual stone.

    Each stone will have it’s own unique colour, and in some stones even natural inclusions. Protect your gemstones by avoiding contact with alcohol-based products, such as perfume, hand sanitizer or sunscreen, as they can affect the surface texture and colour of the gemstone. By nature many gemstones are brittle, avoid knocking against hard surfaces as this can chip or break the stone.

    Prolonged exposure to direct UV light, i.e. sunbeds or nails lamps, can alter the colour and structure of the stone.

  • IS REGALROSE'S JEWELLERY TARNISH FREE?

    Most jewellery will tarnish if left exposed to the air for long periods. This is a natural process and can easily be avoided by following our care instructions. 

    Should your jewellery become tarnished, gently polish the surface of the piece with a silver polishing cloth lint-free cloth to restore its original colour. 

  • IS REGALROSE'S JEWELLERY WATERPROOF?

    We recommend keeping your jewellery away from water to keep it looking its best. Avoiding contact with water will preserve the life of plated and vermeil jewellery.

  • IS REGALROSE'S JEWELLERY NICKLE FREE?

    Our products are periodically tested to ensure they contain safe levels of nickel. This means that it is an allergy safe amount and shouldn't cause reactions or discolouration when worn. 

  • Is RegalRose’s silver hallmarked?

    Yes, most our our Sterling Silver 925 items are hallmarked, with exception to smaller items where there is no space to make the 925 mark.

  • Are RegalRose’s stones/crystals natural?

    Yes, we use natural crystals and gemstones in our designs, unless otherwise stated.

  • Payments/ Discounts

  • What forms of payment do you accept?

    We accept most Debit/Credit cards, PayPal, Apple Pay, Google Pay, Klarna UK, Clearpay & Amazon Pay

  • What is Klarna?

    Please find more information here

  • What is Clearpay?

    Please find more information here

  • Where do I enter my Gift Voucher/Discount Code?

    You can enter your Gift Voucher Code/Discount Code on the payment capture page at checkout.

  • What happens if I spend more/less than the value of my gift voucher?

    If you do not spend the full amount on the gift voucher the code will remain valid with your remaining amount. If you want to spend more than the value of the voucher you can simply pay the extra with your preferred payment method at checkout.

  • Why won't my discount code work?

    Discount codes cannot be applied to sale items. Your discount code will only be applied to applicable products in your basket, at checkout.

  • Do you offer Student Discount?

    Yes – please find more here

  • Where can I get a discount code from?

    Every so often we release discount codes across our different social media platforms. Follow us on the links below to make sure you don't miss out!

    Instagram

    Facebook

    Twitter

    You can also sign up to our newsletter below for exclusive offers, competitions and to be the first to hear about newness!.

  • I've already placed an order but I want to use a promotional code on it, how do I do this?

    Sorry, once your order has been placed we are unable to manually add a discount. Please note that this discount may be used on your next order; check out the terms and conditions of the code.

  • Can I use more than one discount code on my order?

    Discount codes can’t be used in conjunction with any other offer or promotion or in addition to any student discount you may be entitled to (unless otherwise stated). Only one discount code is permitted per order.

  • General Questions

  • I've received an item and the stone looks different to the image.

    As the stones we use are natural, there will be differences between each individual stone. This can be differences in sizes, tones and natural inclusions.

  • Can I stock RegalRose?

    We are currently at full capacity for wholesale orders. Please register your interest HERE and you will be notified when wholesale is available.

  • Do you work with influencers?

    Yes! Please contact ayme@regalrose.co.uk or reach out to our PR account @regalrose.pr (Please include the number of your collated followers in your message)

  • Do you have a physical store of your own?

    Not currently, sorry! If you have any queries on our products or on a particular design, please Contact Us so we can help you with your queries!