Frequently Asked Questions
Is your jewellery hallmarked?
Honey Willow jewellery is hallmarked as per UK assay regulations. This includes silver jewellery at 7.78 grams and above and all precious metal jewellery (9ct/k and 14ct/k gold). 14k gold-fill does not need hallmarking. We use the Goldsmith's Assay Office in London.
Does your jewellery contain nickel?
No, none of our jewellery contains nickel.
Is your jewellery sustainably made?
We make Honey Willow jewellery by hand, to order, which reduces waste. We use recycled silver and recycled precious metal, with the exception of chain. We only source certified conflict-free diamonds.
What is gold-fill?
Gold-fill is a layer of 14k gold which is bonded (more durable than plating) to a base metal such as copper or brass. Gold-fill is hard-wearing and nickel-free.
Can I personalise the jewellery?
Some jewellery can be personalised with either engraving, or hand-stamping and will include the word 'personalised' in the title and description. You will be asked for your personalisation when you add the jewellery to your shopping cart. Please contact us at email@example.com if you have any questions about a specific product.
I have broken my jewellery. Can you fix it?
Yes, certainly. We make jewellery suitable for everyday wear, but occasionally accidents happen. We offer a jewellery repair service, which is free if your jewellery has been bought within the last six months. Please email us at firstname.lastname@example.org with a photograph of your jewellery and we will advise you.
My jewellery has dulled. What should I do?
In the first instance try cleaning it with a soft polishing cloth, or warm soapy water and a soft toothbrush. Jewellery that has been damaged by chemicals such as perfume may need professional cleaning - we offer a polishing service. Our jewellery care guide offers more information on how to care for your jewellery.
I want to see your prices in dollars.
You can set the website prices to your own currency with a drop-down titled 'Country/Region in the website footer (bottom of the page).
Do you offer discounts?
You will receive a 10% discount for signing up to our monthly newsletter. The monthly newsletter contains offers which are exclusive to subscribers.
We offer a discretionary 12% discount to NHS workers, on presentation of a NHS ID.
Can I personalise the note inside the gift box?
Yes. You can write your message when adding your jewellery to your shopping cart. If you don't request personalisation, we will include the personalisation pictured.
Please don't include profanities, as the note is branded with our logo and Honey Willow is a family business.
How will my jewellery arrive? Will it include a receipt?
Your jewellery is presented in a branded gift box, with ribbon. It is sent in a postal box, which includes information about the materials your jewellery is made with and which members of the team made it.
We do not include receipts.
Do you offer gift-wrapping?
Yes. You have the option to add a Honey Willow gift sleeve before you reach the checkout. It depicts an illustration of our local street (Great Pulteney Street in Bath) by team member Saffron.
Do you keep stock of all your products in the shop?
We keep a limited range of jewellery in the shop. If there is something you would like to look at, please get in touch in advance of your visit and we will do our best to put it aside for you.
What days is the shop open?
See our shop information page for the current opening hours.
When will I receive my jewellery?
Please see our making and shipping page for more information.
What does 'express making' mean?
We offer an express service on some items. When you order with express making, we put your order to the front of the queue and will make and dispatch it to you within two working days. Please also allow for the shipping time.
How fast is UPS shipping? How much does it cost to upgrade?
We offer UPS shipping upgrades to the USA and Canada. UPS shipping costs £50 and usually takes 2-4 days from dispatch.
We can also ship with UPS to Australia, which costs £60. Please get in touch at email@example.com to arrange this.
Do you ship to the Republic of Ireland?
We are sorry, but not as a matter of course. All jewellery sent to the Republic of Ireland needs to be hallmarked. Our jewellery is hallmarked as per UK regulations (silver jewellery at 7.78 grams and above and all precious metal jewellery - 9ct/k and 14ct/k gold), meaning not all of our jewellery is hallmarked.
If you are in the Republic of Ireland and would like to buy a hallmarked piece, then please get in touch at firstname.lastname@example.org.
I haven't received my jewellery yet.
Please remember we make your jewellery to order, which takes up to a week (up to two weeks if your jewellery requires hallmarking). You will receive an email when we dispatch it to you.
International delivery will take at least a week. Please check on your tracking in the first instance. If you haven't received your jewellery within ten days of dispatch, please let us know by email at email@example.com so that we can investigate.
My order says it's delivered but I haven't received it.
Before we lodge an investigation with the courier, please make sure you have checked outside your property and with any neighbours. Please also check the delivery address you have provided.
If you still need our help, get in touch at firstname.lastname@example.org. Investigations by the courier take at least seven working days before we can reach a resolution.
Can I change my shipping address?
Please check your details, including your shipping address thoroughly before placing your order. We are unable to change your shipping address once we have dispatched your jewellery - the courier will deliver it to the address that was on your order. We are sorry, but any re-send will need to be at your own cost.
Exchanges & Returns:
Can I return or exchange my jewellery?
See our exchanges and returns page for more information.
My jewellery has arrived, but there is a problem.
Please contact us at email@example.com with a photograph if there is any problem with your jewellery and we will work with you to fix it straight away.
I made a mistake on my order. Can I change it?
Please check your details, including your shipping address thoroughly before placing your order. Once we have received your order, we start working on it very promptly and it becomes increasingly difficult to make changes. We are unable to make changes to orders that have been placed with Express Making.
Once we have dispatched your jewellery, we can't make any further changes.
I have ordered the wrong length chain. Can I exchange it?
Providing the chain is unworn, then yes we can exchange it. It will need to be returned and the new one sent to you at your cost.