FAQS

How fast are orders processed?  

As a sustainable business, we make all jewellery items to order so we have minimal excess. By focusing on this type of sustainable manufacture, it means that we need a little extra time to make your order. Be sure to note the estimated shipping time at the top of our homepage.

Please note: Based on the volume and capacity, some orders may be processed earlier than the date shown on our website. Please get in touch if you would like your jewellery by a certain date and we will let you know if it’s possible.

How long does shipping take?

This is different depending on the delivery method you have chosen at checkout. After your item has been dispatched, they should take the following amount of time;

Free standard delivery - UK 1st class signed for – 1-2 working day

International Tracked -  Europe approx. 3 working days, Rest of World 10-15 working days

PLEASE NOTE: There may be worldwide delays due to COVID 19 which are out of our control, we appreciate your understanding.

Can I cancel my order?

You can cancel your order as long as it hasn't been started or shipped yet! Please email charlotte@charlottemari.co.uk with your order number, this excludes custom orders. 

Why hasn’t my package been shipped yet?

Your order items are made-to-order, please allow more time for us to make, wrap, pack and send your order.

Can I make an exchange/refund?

If for any reason you are unhappy with your item, please contact us immediately by emailing charlotte@charlottemari.co.uk. (This must be done within 14 days of receiving your jewellery). 

We will accept items that have not been worn or damaged in anyway. Earrings, personalised, commissioned pieces are non-returnable/non-refundable. 

The buyer is responsible for cost of return shipping of the goods. Delivery costs are non-refundable.

Can I Return Earrings?

Due to hygiene reasons we do not offer refunds or exchanges on earrings unless faulty. 

How will my order arrive?

Your order will arrive beautifully packaged ready to gift.

If you are purchasing multiple pieces they will be wrapped and sent in the same box. If they are gifts for different people or if you want them wrapped in separate boxes please specify.

Do you offer gift wrapping and personalised gift notes?

If you specify in your order we will include a hand written gift note with your personalised message.

Do you have a store I can visit?

Not yet! 

How Can I Find About New Collections and exciting offers?

Sign up to our newsletter or follow us on Instagram. 

What is hand stamping?

Hand-stamping is the process of marking a piece of metal with a metal stamp by simply striking the top of the stamp with a hammer to impress a mark into the metal. Hand-stamped jewellery will have a more organic look than machine engraved jewellery, as the process relies on the hand and eye and the strike of the hammer.  Hand-stamped pieces can sometimes have slight variations in the depth of characters, the spacing and the alignment of characters. Sometimes within a set of letter stamps,  one letter will be slightly off-centre in the stamp itself, resulting in a cute little quirk whenever that letter is used to personalise a piece of jewellery. This adds to the beauty and charm of your piece. 

What metal do you use?

Our jewellery is made from mostly recycled Sterling Silver, 9ct solid yellow Gold and Rose gold and Gold filled.

What is Gold Filled?

"Gold filled" comprises a solid layer of gold (14k) permanently bonded to a base metal, such as brass. It is very hard wearing and under normal wear the gold will not peel or flake, unlike gold plate, and is commonly used as a more economical alternative to pure gold.

• Remove your jewellery before showering or bathing, applying lotions or perfumes.
• For a light cleaning, we recommend using a mild dish soap and warm water, or a polishing cloth.
• Avoid wearing your jewellery whilst swimming or sleeping.

Do you sell gift vouchers? 

Yes gift cards are available to purchase, physical vouchers can be posted out or you can select the option to have it emailed straight away after you've purchase so you won't need to worry about dispatch meaning you won't be in trouble if you've accidentally forgotten that special date!