FAQ & Shipping
How is my payment taken?
Online payments - All major credit cards are accepted.
Where will my jewellery be sent from?
All jewellery is handmade by Frankie Bentley Handmade Jewellery and will be sent from her studio in Sheffield, Yorkshire.
When will my order be delivered?
Once payment is received I will dispatch your order as quickly as possible. Please bear in mind that all items are handmade to order and can take up to 2 weeks before dispatch. If you require your items more urgently than this please contact us at frankiebentleyjewellery@gmail.com directly and I will do my absolute best to help.
How will my item be packaged?
All items are beautifully packaged, wrapped in soft tissue paper and placed in a branded gift eco cotton drawstring pouch, please do let me know if you would like a gift tag and message included.
How much is delivery within the UK?
UK delivery is by Royal Mail first class post and is free, if you require any other delivery options, please contact me at frankiebentleyjewellery@gmail.com stating your name & full address for any specific delivery requests and I will be happy to help. Any orders other than 1st class post will require a signature on receipt.
Do you deliver overseas?
Yes. International delivery costs £10 flat rate depending on which country you are wanting an item delivered to and orders are dispatched using Royal Mail's International Tracked & Signed service. All orders will require a signature on receipt. Please be aware that the delivery charge does not include any additional import taxes which may be payable on receipt of your item.
Please contact me directly at frankiebentleyjewellery@gmail.com stating your name & full address for any specific international delivery requests and I will be happy to help.
For deliveries to the Middle East (having lived there for a long time I know it is much easier if you have your own shop & ship account via Aramex) please contact me at frankiebentleyjewellery@gmail.com and I will talk you through this.
What if I want to return my purchase?
If you are not 100% satisfied with your order and wish to return it, we offer full refunds (excluding postage upgrades) if you notify us within 14 days. If 14 days has passed by since your purchase date then unfortunately we can’t offer you a refund or exchange.
To be eligible for a refund, you must return your item within 14 days of notifying us that you would like a refund. Your item must be unused and in the same condition that you received it. It must also be in the original packaging. Please DO NOT send your item back to us without first notifying us that you would like to return your order. We request that you contact us first so that we can provide you with the correct return address.
Several types of goods are exempt from being returned. For example, We are unable to accept returns on earrings due to hygiene reasons & gift cards.
There are certain situations where only partial refunds are granted (if applicable):
Any item not in its original condition, is damaged or missing parts for reasons not due to Frankie Bentley handmade jewellery's error.
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed within 14 calendar days after returning the item. The time taken to receive your refund will depend on the payment method used (refunds issues through Paypal typically take longer, which is unfortunately outside of our control).
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at frankiebentleyjewellery@gmail.com detailing your exchange request.
Faulty Items
Each order that is sent out is subject to strict quality inspections during the packing process. In the unlikely event that you have received a faulty or defective product, please contact us immediately and attach supporting images.
If items are deemed to be faulty you will have the option for a replacement to be sent free of charge or a full refund.
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.
Rings: Please carefully check the ring size you order, I cannot always offer a refund for incorrectly ordered sizes as the piece is specially hand made for you! I will re-size for a small fee plus postage, If you are unsure or have any questions please contact me directly at frankiebentleyjewellery@gmail.com for advice.
How should I care for my jewellery?
Any silver jewellery exposed to the air will develop a layer of tarnish over time. This is caused by a chemical reaction between the silver and oxygen, moisture, sulfides and chlorides in the air. To ensure that your jewellery remains in the best possible condition please keep it in the packaging it arrives in and occasionally use a soft cloth or silver dip to clean. Please be aware that Oxidised pieces should not be polished as this will remove the surface colour, the oxidization will fade from time to time and in some cases can be redone for a small fee if required.
Can I use any of the images on the website?
Please do not reproduce the images on this site without permission. All product images are copyright by Frankie Bentley.