Help and FAQ's
- Return and Exchanges
- Gift Services
- Gift Vouchers
- Bespoke Orders
- Jewellery Origin
- Jewellery Care
- Contact Us
How do I place an order?
To order online browse through our catalogue in the site and when you have fallen in love with a product, click on the “add to bag” icon. When you have added all the items you want, proceed to check out using the link from your shopping bag.
Payment in whole, by Credit card or Debit card is required in advance of dispatch.
Once payment has been received by us we will confirm that your order has been accepted by sending an email to you at the email address you provide in your online order form.
What payment methods do you accept?
We accept MasterCard, Visa, MasterCard Debit, Visa Debit, Visa Electron, Maestro, and Solo.
How and when will my purchases be delivered?
We aim to deliver all orders within 3 to 5 working days maximum, unless we have contacted you and agreed alternative terms.
All UK purchases will be sent by Royal Mail Special Delivery at a cost of £7.50. You will need to be present to sign for the goods so please bear this in mind when giving your delivery address (home or work). In the event that no-one is available to receive a Special Delivery item a card will be left providing you with the option to have the item re-delivered at a later date or to collect your parcel from your local collection depot.
We also offer a same day courier delivery service to all London postal codes for a fixed charge of £20.00. To benefit from this service, orders must be received and payment cleared by 2pm for London Same Day delivery.
For orders over £500 delivery is free of charge within the UK.
Do you deliver outside of the UK?
Yes. Deliveries to Europe or the US will arrive within 3-5 working days, and up to 7 working days for the rest of the world. Deliveries to Europe by recorded delivery cost £12.00. Courier deliveries cost £25.00. All other International deliveries cost £35.00.
Parcels will need to be signed for in person so please ensure the delivery address is an address where you can be sure there will be someone to accept delivery (at home or work). If you are not present when your parcel is delivered, the courier company will leave a calling card and you will be able to reschedule your delivery for a more convenient time.
Non-EU orders are exclusive of VAT. VAT (20%) is removed from your order at checkout.
Please note that the customer will be responsible for all duties and taxes incurred in the country of destination.
How will the jewellery be packaged?
All purchased jewellery will be beautifully gift wrapped in our branded packaging.
What is your returns policy for online purchases?
For items purchased online you are entitled to return an ordered item within 7 days of the date of delivery as long as the item is in its original condition.
To return an item you must have a Return Authorisation Number (RAN), which can be obtained by emailing us at email@example.com within 7 days of receiving your order, stating your order number, product description and reason for return.
We request that any item(s) being returned from within the UK are returned in its original ASSYA packaging within 7 days of issuing your RAN. Please pack the item carefully and state the RAN clearly on the external packaging. We recommend that you use a recorded delivery service (e.g. Royal Mail Special Delivery) for your own protection.
You are not able to return items which have been worn or have had the security tag removed.
To return an item, please send it back to the following address:
- Returns Department
- Grand Union Studios 5.04
- 332 Ladbroke Grove
- London W10 5AD
- United Kingdom
We cannot accept responsibility for postage fees, nor for any items lost or stolen in transit. Please note that unidentified returns will be returned to the sender and will not be refunded. Any item returned after the given time period will only be refunded at the manager’s discretion.
If you have any questions on returns or exchanges, please call us on +44 (0) 203 176 1234 or send us an email at firstname.lastname@example.org.
How long will a refund take?
For online purchases, we will guarantee a full money-back refund within 30 days of purchase provided that the jewellery is returned in its original condition. Upon receipt of the returned item, the card used for the purchase will be credited with the cost of the goods minus the delivery charges.
Am I able to exchange an item?
Yes, if the jewellery is returned in its original condition, exchanges are possible only if the item to be exchanged with is available. Please note that ASSYA cannot refund postage and packaging charges, nor will we refund any sales tax or duties payable on orders outside of the EU.
Once the item to be exchanged is received in the correct condition, the exchanged item will only then be dispatched.
We will gladly make any alterations to your purchase, repair or resize an item if it does not fit properly.
We will repair free of charge any goods that are damaged within a 12 month period of purchase, only if damage occurs under normal conditions of wear. We cannot be responsible for any damage due to negligence. Other goods will be repaired and charged on a case by case basis.
Customers will be charged for postage for all repairs.
If you have any repairs, please send us the jewellery to be repaired along with your name, address, contact telephone number, email address, date when purchased, and specific repair/alteration required. We will then get in touch to confirm repair timings and costs (if applicable).
Please note that all purchases will automatically be sent gift wrapped in our beautiful branded packaging.
You can also have the gift delivered to the recipient by choosing to provide an alternative delivery address. If the name provided with the delivery address is different from that of the billing address, the invoice will be forwarded to the billing address.
Can I purchase a gift voucher?
Yes, these will be added to your shopping basket as a normal item. Your gift vouchers will be sent to you or the recipient of your gift in the post.
Gift vouchers are available in various denominations (from £50 to £1,000) and you can purchase any multiple of these vouchers, which come with uniquely generated codes. Your gift recipient will be able to redeem them against any jewellery purchase by entering the unique code at checkout.
How do I use a gift voucher online?
Each voucher has an individual Voucher Number, and Pin Number.
At Step 3 of your transaction on the Confirm Order page click on the Voucher Icon.
You can then enter your individual codes in the boxes provided.
Click submit and the voucher amount will be deducted from your payment.
If you would like any help using your voucher please contact our Customer Service team on +44 (0) 203 176 1234 or email us at email@example.com.
There is nothing more thrilling than to have your very own piece of jewellery made. If you would like to have something specially made, please contact us by email at firstname.lastname@example.org or by phone on +44 (0) 203 176 1234, and we will connect you with the ASSYA designer who will be more than happy to help and advise you.
Once the request of a bespoke order has been verified, we will send you a written confirmation of this with an estimated delivery time. The order can then be processed as soon as we receive payment. This can be made in full or by means of a non refundable 50% deposit. The payment can then be completed once your special piece of jewellery is ready before we send it out to you.
All bespoke orders are made to order, which means the jewellery is especially made for the customer. For this reason jewellery ordered through the bespoke service cannot be exchanged or returned at all.
We request that you reply to us via email to acknowledge and confirm that you are happy with these terms of the Special Order.
Where is ASSYA jewellery made?
All ASSYA silver and gold plated jewellery is hand made with love in our Notting Hill workshop so ASSYA can maintain control over the quality, the colour and shading of the stones used. Our silver and gold is produced in Italy using conflict free sources.
The ASSYA designer and gemologist personally source and choose all natural gemstones themselves from all over the world. For more information on gemstones please see the Gemstone Section.
What are the materials used for the jewellery?
ASSYA uses all real gemstones, and all jewellery is 18ct gold Vermeil – this is 18ct gold micron plated on sterling silver (925 nickel-free).
Fine jewellery is made with 18ct yellow or white gold.
Proper jewellery care is essential in order to keep your jewellery looking beautiful for years! Remember that silver and gold are soft metals that can dent, and gemstones can be damaged, chipped or even shattered if struck against a hard surface with force. Also, harmful chemicals can discolour or cause damage to jewellery.
HOW CAN I CARE FOR MY JEWELLERY?
Avoid spraying the jewellery with perfume, hairspray, body oils, sun tan lotion and deodorant as these often contain harmful chemicals or abrasive materials as these could cause discolouration. Rule: Perfume first, jewellery afterwards!
Do not drop the jewellery on hard surfaces.
Do not swim or shower while wearing gold-plated or silver jewellery, and remove rings when washing your hand as chlorine, salt water and fresh water can damage precious metals and gemstones by dulling or eroding them. Soap can also leave a thin film which makes the metal seem dull.
Do not keep jewellery in direct sunlight as prolonged exposure to sunlight can cause many gemstones to fade and lose their colour.
HOW DO I STORE MY JEWELLERY?
Always store your jewellery pieces individually, in the ASSYA silk pouches or boxes provided in order to avoid breakage or the jewellery pieces scratching each other. Also, remember to keep your chains fastened so they don’t become all tangled.
Keep your gold-plated and silver jewellery in a cool, dry place.
Over time, sterling silver will naturally become oxidised and eventually tarnish; this is caused by the sulphur in the atmosphere, which is why centuries ago silver kept its shine much longer as there was very little pollution! To keep out the air that causes oxidation, store your gold-plated and silver jewellery in a sealed plastic bag or airtight box when not worn.
HOW DO I CLEAN MY JEWELLERY?
Clean your jewellery carefully with a soft, non-abrasive and lint-free cloth. You can also clean tarnished jewellery with a soft toothbrush using mild soap and water and dry using a soft felt cloth. Avoid using ‘dip’ polishes often, as these contain harsh chemicals and can destroy your jewellery over time. A soft jewellery polishing cloth with tarnish preventive will help you keep gold pieces lustrous and shinning. Some gemstones will require special cleaning procedures.
WHAT IF I AM ALLERGIC?
If you are allergic to gold-plated earrings, or get a rash / itchy reaction when wearing them, try putting a little bit of clear nail varnish on the post and scroll! Once it wears off just re-apply it.
Vermeil can fade after time, so in order to keep your plated jewellery looking it's best, we offer a replating service at the following charges:
£15 for small items (rings, small bracelets, pendants)
£20 for larger items (Large rings, Cuffs, Link necklaces)
We guarantee the plating of all of our vermeil products to last for 1 year, so if your items needs replating before this 1 year period, we will replate for free.
Our customer service team will deal with your queries by phone or email. Please either contact us at email@example.com or call us on +44 (0) 203 176 1234. Customer service is available Monday to Friday 10am to 6pm.