FAQs - Old

For shipping options see our Delivery & Returns Page → here.

Please allow 1 working day for your order to be processed & dispatched (Excluding Weekends & UK Bank Holidays).

You will receive an email to confirm your order and then a second email to confirm once your order has dispatched. If you do not receive this email please check your junk and promo folders.

UK Orders

The vast majority of our UK orders arrive on time, however on rare occasions delays can occur. Please see below for further advice.

Next Day Delivery - This service is operating as normal, however on very rare occasions there may be a 24 hour delay.

Standard Delivery- This service is operating as normal however occasionally parcels may take up to 4 days to arrive.

Should your parcel experience longer delays than the times specified above, please reach out to our care team who will be happy to provide further assistance.

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International Orders

Many of our international shipments are arriving within the stated delivery window, however some parcel may experience delays. Delays in tracking updates can occur, but rest assured that your order is making its way to you.

Express Delivery - Service operating as normal in most instances, however there may be delays of up to 7 working days.

Standard Delivery (May Experience Delays) - Most orders are arriving within the stated working days from dispatch, however there may be delays of up to 30 days.

Should your parcel experience longer delays than the times specified above, please reach out to our care team who will be happy to provide further assistance.

Yes, we ship worldwide!

Standard shipping is available from £7.95, or free on orders over £70.

Express shipping is available from £13.95, please enter your delivery address at checkout for a quote.

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

Royal Mail: Here

DPD: Here

FedEx: Here

DHL: Here

Deutsche Post: Here

We are unable to ship to BFPO addresses, mail-forwarding addresses and temporary residence addresses. This is to ensure the safe and undamaged delivery of your order.

Switzerland

Due to Swiss customs restrictions on Jewellery we are unable to ship to Switzerland.

Temporary Shipping Suspensions

(Updated 30/04/2024) Shipping to the following countries has been temporarily suspended, we are working hard to resume shipping to all locations, please check back for updates -

Albania, Angola, Antigua & Barbuda, Armenia, Aruba, Ascension Island, Azerbaijan, Bahamas, Barbados, Belarus, Belize, Bermuda, Bolivia, Bosnia & Herzegovina, Botswana, British Virgin Islands, Brunei, Burundi, Cambodia, Cape Verde, Caribbean Netherlands, Cayman Islands, Chad, Chile, Costa Rica, Côte d’Ivoire, Djibouti, Ecuador, El Salvador, Fiji, French Polynesia, Gabon, Gambia, Grenada, Guatemala, Haiti, Honduras, Indonesia, Jamaica, Kazakhstan, Kiribati, Kosovo, Kyrgyzstan, Liberia, Libya, Mali, Mauritania, Mauritius, Moldova, Mongolia, Nauru, New Caledonia, North Macedonia, Palestinian Territories, Papua New Guinea, Paraguay, Philippines, Réunion, Russia, Seychelles, Sierra Leone, South Sudan, Sri Lanka, St. Lucia, Sudan, Suriname, Switzerland, Tonga, Trinidad & Tobago, Tristan da Cunha, Turkmenistan, Turks & Caicos Islands, Ukraine, Uruguay, Uzbekistan, Vanuatu, Venezuela, Zambia

Will I be charged customs fees to receive my order?

Most of our EU customers will not be charged custom fees. All Taxes & Duties are already included at checkout.

Unfortunately our delivery partners are unable to provide a delivery duty paid service to Portugal, Bulgaria, Greece or Slovenia. Therefore orders shipped to these countries may incur additional customs fees which must be paid by the receiver. We have no control over the charges levied by local customs offices.

Will I be charged Customs Fees/Import duties to receive my order?

International orders outside of the EU* may be subject to customs or import duties and tax charges once they reach their destination country. Any additional taxes, fees, tariffs, import fees, and surcharges levied by destination countries are the sole responsibility of the customer.

RegalRose is not responsible, and cannot determine in advance the amount, if any, that will be charged. Please check with your local customs office to ascertain if any additional charges will be applied to your order.

By placing an order, you are agreeing to pay any additional fees on receipt of the package. Should the fees not be paid in full and the order is returned to us, the outstanding charges will be deducted from the refund amount.

*Orders to Portugal, Greece, Bulgaria and Slovenia may be subject to customs or import duties and tax charges once they reach their destination country.

We offer two packaging options at checkout, further details on these options can be found below.

Please note, it is not possible to request specific types of packaging.

Eco Packaging

Your items will arrive carefully packed in less packaging, reducing waste.

Individual Packaging

Your items will arrive individually packaged.

UK Orders

In the first instance, please check any safe places the delivery driver may have used and with your immediate neighbours. If you are still unable to locate the order please reach out to our care team who will be happy to provide further assistance.

International Orders

Occasionally FedEx / DPD may mark the parcel as delivered 24 hours in advance of the actual delivery date. Please allow this extra time for the mail carrier to complete the delivery. Should the parcel not arrive within this time frame, double check any safe places the driver may have used and with your immediate neighbours. If you are still unable to locate the order please reach out to our care team who will be happy to provide further assistance.

UK Orders

The vast majority of our UK mainland orders arrive on time with regular tracking updates. If your tracking information has not updated within 48 hours of dispatch, please reach out to our care team who will be happy to provide further assistance.

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International Orders

Many of our international shipments are arriving within the stated delivery window, however some parcel may experience intermitted or delayed tracking updates. Delays in tracking updates can occur, but rest assured that your order is making its way to you.

Express Delivery - Service operating as normal in most instances with regular tracking updates, however there may be delays of up to 7 working days between updates.

Standard Delivery - Most orders are arriving within the stated working days from dispatch with regular tracking updates, however there may be delays of up to 30 days between tracking updates.

Should your tracking updates experience longer delays than the times specified above, please reach out to our care team who will be happy to provide further assistance.

Chinese customs have a limit of CNY 1,000 for personal shipments, the total value of multiple items should not exceed this, if they do, you may need to provide customs with further documentation. However, if the shipment contains only one item, it still can be cleared as personal effects even if the value is over CNY 1,000.

Please contact your local FedEx on the telephone numbers below to receive further information:

Call FedEx from within China, toll free: 800-988-1888 (from a landline) or 400-886-1888 (from a mobile).

Depending on the clearance method and value of your order, you may need to provide FedEx with further information, such as a copy of your ID and a consignee's declaration letter.

Please allow 1 working day for your order to be dispatched (Excluding Weekends & UK Bank Holidays).
If you have not received your shipping confirmation email, please double check your spam/promo folders.

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 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 dispatched.

If you haven't received them, please check your junk mail or promo folders.

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.

To help reduce waste, we do not offer gift receipts, packing slips or invoices with orders.

When shipping items as a gift, please be assured the pricing information will not be included with the items!

We're sorry to hear that! Please log the damaged piece in our Return Portal as soon as possible, you will then receive instructions with the next steps.

If the fault is discovered after 40 days from placing the order, please reach out to our care team who will be happy to provide assistance.

We are sorry to hear that! 

Please get in touch with our 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!

We take great care when packing your orders but from time to time there may be a mix up.

Please log the incorrect piece in our Return Portal as soon as possible, you will then receive instructions with the next steps.

To request an exchange or return please use our Return Portal.

Ensure there are no spaces before or after your order number / email address when entering your details.

Good To Know…

In the interest of hygiene, we cannot accept refunds or exchanges on any pierced items.

You have 30 days to send your unwanted item(s) back to us from the date your parcel is delivered. Please note we do not offer free returns.

Your returned item(s) should be in their original, unused condition.

Please remember to obtain and keep proof postage from your chosen mail carrier, this will act as your proof of delivery. Your proof of postage must show our studio as the return address. Without the proof of postage receipt, we are unable to honour the return request in the event the return is lost in transit.

Returning from outside the UK?

Customs declarations for all International (Including the EU) returns must be marked 'Returned goods. No commercial value' on your customs declaration.

XMAS EXTENDED RETURNS

We’ve extended our Returns Policy for Xmas 2024. Orders placed from 1st November 2024 can be returned up until 31st January 2025

Our returns and exchange process is super simple. Follow the 2 steps below to initiate your return.

Step 1 - Visit our Returns Portal to request a return HERE.

Step 2 - Print a copy of our return form to include with your returned item(s) HERE.

(No printer? No problem, simply include a handwritten version with your return).

Exchanging An Item?

We are happy to exchange for a different size, however we cannot exchange for a different style or colour.

If you require an exchange for a different style or colour, you will need to return the unwanted item for a refund and place a new order.

Good To Know…

In the interest of hygiene, we cannot accept refunds or exchanges on pierced items.

You have 30 days to send your unwanted item(s) back to us from the date your parcel is delivered. Please note we do not offer free returns.

Your returned item(s) should be in their original, unused condition.

Returned goods are your responsibility until we receive them back. We are not responsible for items lost in transit. We strongly recommend returning items using a tracked and insured service. We cannot offer refunds, exchanges or store credit if your return is lost in transit.

Returning from outside the UK?

Customs declarations for all International (Including the EU) returns must be marked 'Returned goods. No commercial value' On your customs declaration.

XMAS EXTENDED RETURNS

We’ve extended our Returns Policy for Xmas 2024. Orders placed from 1st November 2024 can be returned up until 31st January 2025

We do not accept returns on any pierced jewellery due to hygiene reasons, regardless of whether the item has been removed from the packaging or not.

The safety of our staff and customers is of paramount importance to us. We thank you for your understanding.

Further details on our return policy can be viewed here.

You have 30 days to send your unwanted item(s) back to us from the date your parcel is delivered.

We are happy to exchange items for a different size, however we cannot exchange for a different style or colour. Lucky Dips and Mystery Bags cannot be returned for refunds, exchanges or store credit.

If you require an exchange for a different style or colour, you will need to return the unwanted item for a refund and place a new order.

In the interest of hygiene, we cannot accept refunds or exchanges on pierced items.

Your returned item(s) should be in their original, unworn condition.

Returned goods are your responsibility until we receive them back. We are not responsible for items lost in transit. We strongly recommend returning items using a tracked and insured service. We cannot offer refunds, exchanges or store credit if your return is lost in transit.

Returning from outside the UK?

Customs declarations for all International (Including the EU) returns must be marked ‘Returned goods. No commercial value’ on your customs declaration.

XMAS EXTENDED RETURNS

We’ve extended our Returns Policy for Xmas 2024. Orders placed from 1st November 2024 can be returned up until 31st January 2025

Once you have received your refund confirmation email, please allow up to 5 working days for funds to appear in your account.

Refunds via Klarna - please see further details here.

Refunds via Clearpay / Afterpay - please see further details here.

Please allow up to 10 working days for return to be processed from the day we receive it.

You will receive confirmation of your refund, exchange or store credit 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. We are not responsible for items lost in transit. We strongly recommend returning items using a tracked and insured service. We cannot offer refunds, exchanges or store credit if your return is lost in transit.

You are welcome to return or exchange gifted pieces provided they are in their original, unworn condition. Lucky Dips and Mystery Bags cannot be returned for refunds, exchanges or store credit.

Please ensure you obtain the original order number and email address as these will be needed to complete a return request via our Return Portal. 

I am unable to obtain the original order details, can you help?

Not to worry, please reach out to our Customer Care team who will be happy to help!

Most of our rings are available in the following 7 sizes. XXS, XS, S, M , L, XL & XXL. 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 millimetres, this is your rings 'inside diameter' - now that you have this you can use our sizing chart here:

Size Guide

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.

Yes – please find more here

Discount codes cannot be applied to Sale items, Lucky Dips, Gift Cards or Mystery Bags. Your discount code will only be applied to applicable products in your basket, at checkout.

Code still not working? Double check the terms and conditions received with the discount code for the expiry date. If you are still in date please reach out to our care team for further assistance. Please remember to include the discount code in your message when reaching out.

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.

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

Further details on ClearPay can be found here.

Currently available for the following countries: UK, Australia, New Zealand, Canada

Further details on Klarna can be found here.

Available in UK, France, Germany, Spain, Austria, Italy & Sweden.

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

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.

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!

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.

Salt water is extremely corrosive to 925 sterling silver pieces, always remove jewellery before entering the sea. Sterling silver will react with the salt in the water resulting in heavy discolouration and oxidisation. There may be residue left on the surface of the jewellery which can affect the surface texture and accelerate the oxidisation process. The original colour of the jewellery can often be restored by using non-whitening toothpaste and cotton bud (q-tip) to gently buff the surface of the jewellery.

To retain your jewellery's original shine, it best to avoid contact with chemicals, swimming pools, hot tubs and salt water.

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.

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.

Although we would love to be able to, we unfortunately cannot accept custom orders.

If you are looking for something special or advice on gifts, reach out to our knowledgeable care team who will be happy to provide assistance!

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

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

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.

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 pieces.

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 or lint-free cloth to restore its original finish.

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.

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 using the ‘Notify Me When Available’ button in the product’s description to ensure you are first to hear when the item is restocked!