FAQs
There are two ways to purchase:
1) add the item(s) to your basket and follow the steps to the payment page, or
2) click on the gemstone icon to be taken to my online shop on Etsy (an online selling platform) where a select few items will also be for sale (coming soon).
Payment is due at the time of purchase and orders will only be processed once payment is received in full, including postage costs where applicable.
The quickest and easiest way to contact me is to email hello@kreativechaos.co.uk or fill out the form on the Contact page.
I aim to answer all messages within 48 hours Monday to Friday, excluding bank holidays.
Each item of jewellery is designed and made by me. Although many items may be similar, it is impossible to make an exact copy. Gemstones are carefully selected and many are chosen due to their unique characteristics, so no two stones are the same.
I often get asked why I do not provide necklaces with some of the pendants. There are such a variety of necklace types that it really is down to personal choice. However, I will always make a recommendation on which necklace I think would work best for each product. Please see individual listings if a necklace is included, otherwise they can be purchased separately from me or you may choose to wear one you already have.
All quotes on bespoke orders will be valid for 14 calendar days and I reserve the right to change prices prior to confirmation of the order depending on the fluctuation of material costs such as precious metals.
I will require a 50% deposit to be paid once the order has been confirmed and the remaining 50% on completion. Once full payment has been made the finished item will will be despatched.
A bespoke or customised order cannot be changed or cancelled once a deposit has been paid. This is your agreement and commitment to the order. The deposit is non-refundable should you choose to cancel your order once it has been confirmed and production started.
All items of silver jewellery over 7.78g and gold over 1g are required by law to be hallmarked.
I am registered with the London Assay Office and all items falling into this weight category will be sent to be hallmarked with my unique sponsor mark “LYZ”. Please bear this in mind when placing an order if you require your jewellery for a certain date.
For further information, please visit www.assayofficelondon.co.uk
All jewellery will be sent out in a branded gift box, faux suede pouch or eco cotton pouch depending on the item. A care card and a complimentary polishing cloth will also be included.
If the item is a gift I can arrange for it to be sent directly to the recipient. A photo will be sent to you for approval prior to it being despatched.
For all other items, please see individual listings for packaging details.
All items are handmade and processing times will vary for each item depending if it is a stocked item or a bespoke made-to-order item. Whilst I maintain a small stock of the most popular jewellery pieces, typically each piece of handmade jewellery is made-to-order and will usually be despatched within 4-6 weeks. Bespoke commission items will be despatched within 4-6 weeks of the order being confirmed. It is likely to be sooner than this and you will be informed by email as soon as it has been despatched.
Should you urgently need an item by a certain date please contact me at hello@kreativechaos.co.uk and we can discuss this further.
UK Domestic Shipping:
Due to the variety of the items, they will be sent via Royal Mail (RM) with the appropriate delivery method:
As a guide:
-
Orders with a value under £5.00: postage will be free via RM 1st class.
-
Orders with a value £5.00 – £15.00: postage will be £2.50 per package via RM 1st Signed For Delivery.
-
Orders with a value £15.00 – £50.00: postage will be £4.50 per package via RM 1st Class Special Delivery.
-
Orders with a value £50.00 – £200.00: postage will be £6.50 per package via RM 1st Class Special Delivery
-
Orders over £200 will be delivered free via RM 1st Class Special Delivery
Royal Mail 1st Class Signed For and Special Delivery will require a signature on delivery so to avoid delays in receiving your parcel, please ensure there is someone available to sign for it.
Currently, I am only shipping within the UK. If you are abroad and wish to place an order, please contact me prior to making a purchase.
UPDATE: Due to the Covid-19 pandemic, delivery companies are understandably very busy at this time and some orders are taking much longer than usual to arrive. Please bear with me during this uncertain time and keep a check on the tracking code (where applicable) for the most accurate update. Kreative Chaos cannot be held responsible for any delivery delays once the item has been dispatched.
I hope you will be delighted with your purchase. Extra care is taken to ensure all items are checked thoroughly before they are sent out so they arrive in perfect condition (photos are taken of each item before it is posted). If there has been damage caused in transit please email me with details and photos within 5 calendar days of receiving your order.
If you would like to discuss a refund or exchange of an item please email me within 7 calendar days of receiving your order. You will need to return your purchase in a perfect unused condition, in its original packaging including any promotional items or free gifts.
Items damaged through misuse, neglect, accidental or ‘normal’ wear and tear cannot be returned, refunded or exchanged. Please read the “Jewellery Care” section for guidance on how to care for your jewellery and to ensure your item is not damaged due to other factors as these are not part of the guarantee.
Purchases exempt from both the refund and exchange policies, unless they are deemed structurally faulty are:
- Bespoke pieces (commission work)
- Custom orders or commissions (i.e. items that have been altered from their original design listed on the website or with personalisation)
- Earrings due to hygiene reasons
- Gift vouchers are also non-refundable, cannot be used to purchase further gift vouchers and must be redeemed within 12 months from date of issue
Once we have agreed a refund or exchange the item will have to be returned within 14 calendar days. Refunds will be processed and paid within 30 calendar days. Exchanges will depend on the individual product and you will be notified of the timeframes via email. This does not affect your statutory rights.
It is your responsibility to pay the return postage costs (unless the item is being returned due to a fault). I strongly advise items are returned via a trackable method and recommend that jewellery is insured. Any other delivery method is at your own risk and I am unable to refund items lost in transit where they are not insured in transit. Please ensure you obtain a proof of postage as Kreative Chaos will not be held responsible for any items that go missing in transit.
Please contact me at hello@kreativechaos.co.uk within the specified time frame to discuss a refund or return and we will do our best to rectify the problem and a return postal address will be provided.
We are based in the UK and all international returns must state on the returns label that it is a return. If we incur any custom duty taxes due to the wrong description these charges will be deducted from the refund amount. Please email me for guidance prior to any item sent back to us.
If you wish to cancel an order which has been placed online via this website please email hello@kreativechaos.co.uk as soon as possible to give you the best chance of your request being processed.
If your order is bespoke or a commission please refer to the term and conditions provided to you on confirmation of your order.