FAQ

How do I care for my Jewellery?

Treat your jewellery with love and care. 

To avoid tarnishing please keep your jewellery away from water, perfumes and creams. 

We would recommend not wearing it whilst swimming or showering.
Store it in the pouch it comes in to keep away from moisture in the air and oils. 


Does the jewellery contain Nickel?

Some of the jewellery findings do have trace elements of Nickel [unless stated otherwise]

The amounts are all compliant with safety standards.


How will I know when my order ships?

You will receive an email once your order has been shipped.

 

What should I do if the goods I ordered haven't arrived?

Once goods have been dispatched, we will e-mail you. 

We currently use Royal Mail to send our items. 

Please be aware that delays are possible with Royal Mail that are out of our control.

If you haven't received your item[s] within the specified time of delivery requested please e-mail at hello@florrieandrose.com

 

What should I do if I have problems placing my order?

Please contact us at hello@florrieandrose.com

 

Do you share my personal information?

Never. Please see the privacy policy details for further information.

 

How do I get you to stop emailing me your newsletter?

Just click on unsubscribe at the top and bottom of any email.

You can also manage your preferences here, so you can opt for just a weekly email if you prefer.

You can also unsubscribe.

 

Can I return my order?

Yes, you have 14 days to return your order. 

Please read the EXCHANGES & REFUNDS page for instructions. 

Return postage is non refundable unless order is faulty.

If you have any questions then feel free to email  hello@florrieandrose.com

 

Can I exchange my item?

Yes!

If you need a different size we will happily exchange.

Just contact us hello@florrieandrose.com

We will give you the details of what to do next. 

See EXCHANGES & REFUNDS for more information

 

What if I’m not home for delivery?

Most items will fit in a standard size postbox but If possible give an address where you know you will most likely be, like a work address. 

If you are not home then a card will be left for you to retrieve the parcel at your local post office.

 
What should I do if my order is damaged in transit?

We do our best to make sure everything is packaged well, but if for some reason your item arrives damaged then please email us with your order details and a photo of the damaged parcel. We will get back to you asap.

 

What should I do if my order is faulty?

We have a strict quality control check on all our items that leave us, but on the off chance something slips by us then please email us with your order details and a photo of the item. Please write FAULTY in the email header. We will get back to you asap.

 
What should I do if some of my order is missing or you have sent the wrong item?

Firstly, we are so sorry if this has happened. Please email with your order number and a photo of the item(s) received. We will sort it our for you asap!

 

Are your crystals ethically scourced?

Unfortunatley it is very difficult to trace the journey of semi-precious crystal beads. We are constantly on the look out for suppliers that can provide the full journey but they just don't seem to exist at the moment [if you know of any then please do let us know!!].

That being said, we don't sell Lapiz Lazuli or Coral.

Lapiz Lazuli is known to be a conflict stone as it is mostly mined in Afganistan under the Taliban rule. They make millions a year from it so we won't use it.

We also stay away from Coral as it damages the oceans, and we don't want any part of that!

We pledge to always be looking for better suppliers, whatever is in our control we will do.

 

Who are Florrie & Rose?

They are the names of my grandmothers! Florence and Rose. :)

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