Question 1

There's an item missing from my order

Accepted Answer

At Daisy, we want to ensure that your jewellery is delivered to you safely. This is why most pieces are placed in the small pouch that can be found inside your box. Please ensure to turn your pouch inside out when checking for your new jewellery, including the back pocket of the pouch. Earrings are split across the two pockets to prevent scratching, and some items are small and are commonly missed.

However, mistakes can happen. If you think your item is missing, please get in touch with our Customer Care team so that we can look into this further for you.

Question 2

How can I return my order?

Accepted Answer

We hope you love your jewellery as much as we do but if it isn’t quite right you can send it back to us for either a refund or an exchange within 30 days of receiving it. Visit our returns page here to find out how.

Question 3

What does the Daisy warranty cover?

Accepted Answer

All our jewellery is covered by our 2-year warranty policy. Within this time, we offer free replacements for any manufacturing or material defects. If your item suffers a fault or breakage due to a manufacturing issue, please get in contact and we will replace your piece.

Please note our warranty does not cover loss, accidental damage, wear and tear, or damage from improper use or storage.

We will require proof of purchase to activate the warranty for you, if you have lost your order number since placing your order, please get in touch and we will be able to locate this for you.

Please note our warranty doesn't cover any purchases made through our stockists. If you have any issues with your piece, please contact them directly.

Question 4

Do you offer an NHS/Blue Light discount?

Accepted Answer

To those working in the NHS or for the UK Emergency Services, we would love to offer you a discount code as a big thank you for everything you do.

Simply head over to this page, enter your details and you'll be instantly given your 10% discount.

If you have any issues with the code, please contact our Customer Care team who would be happy to help.

Question 5

What packaging does Daisy offer?

Accepted Answer

We offer three different types of packaging so that you can tailor it to your needs: Eco, Signature and Luxury, Click here to find out exactly what is included in each option.

Question 6

Where can I find your jewellery stocked in store?

Accepted Answer

Right now, Daisy doesn't have a physical store, however we have plenty of stockists who sell our jewellery if you'd like to see the pieces up close and in-person! See a full list of current stockists here.

Question 7

What materials are used for your Fine range?

Accepted Answer

Our Estee Fine Solid Gold collection contains 14ct solid gold, and ethically-sourced lab-grown diamonds and sapphires.

Question 8

How can I work with you?

Accepted Answer

We'd love to hear from you. Please get in touch via this page to register your interest, and a member of our team will review your application and be back in touch if it's the right fit!

Question 9

Can I cancel my order?

Accepted Answer

You can cancel your order by contacting us via phone on +44 (0) 20 7404 7460 within 1 hour of placing your order. If you’re placing an order outside of our office hours or get in touch too late, we’ll be able to assist you with a return and refund instead.

Question 10

How do I track my order?

Accepted Answer

Can’t wait for your jewellery to arrive? We don’t blame you. You can track your order by clicking the link on your shipping confirmation email. If you have an account with us, you’ll also be able to find the tracking link in your orders section.

Question 11

How long will you take to process my return?

Accepted Answer

We work hard to process returns as quickly as possible. It will take 2-3 working days from the date it is received back with us here at Daisy.

We won’t leave you hanging, we promise. You’ll receive a confirmation email once we have processed your return. Please note refunds can take up to 10 working days to show in your account, depending on your bank.

During peak times (November – January) returns can take up to 7 working days to process.

Question 12

What do I do if my jewellery is lost or stolen?

Accepted Answer

Our warranty does not cover the loss or theft of any items. We would advise you to contact your home, contents or travel insurance company to make a claim directly with them. Should you need to provide any proof of purchase, we would be more than happy to help you with this.

Question 13

Do you offer bulk discounts for weddings?

Accepted Answer

Firstly…congratulations! If you’re looking to buy three of more of the same item for your bridal party or wedding, please get in touch via email and we’d be happy to help.

Question 14

My order hasn't arrived with the correct packaging

Accepted Answer

We're sorry to hear this! If your order hasn't arrived packaged as expected, please contact our Customer Care team with a photo of how it has been received, so we can look into this for you.

Question 15

Why do you use lab-grown diamonds and sapphires?

Accepted Answer

Using non-mined stones means less impact on the environment and the people who mine them. Our diamonds and white sapphires have the exact same properties as natural alternatives and are engineered in a lab to mimic the conditions of stones naturally developing beneath the Earth’s crust.

Question 16

Can I amend my order?

Accepted Answer

We don’t want to sound like a broken record but… you can amend your order by contacting us via phone at +44 (0) 20 7404 7460 within 1 hour of placing your order.

When amending an order, the things we can easily change for you are delivery addresses, contact information and gift messages. We are unable to change the payment method once you have placed your order, however we can cancel and refund your order so that you can reorder with the correct card.

If you’re looking to add another item to your order, we suggest placing a separate order, letting us know straight away so we can refund the second postage cost for you.

Question 17

How long is delivery for personalised jewellery?

Accepted Answer

Please allow an additional 12 - 14 working days for personalised jewellery to be delivered. If you are in the UK and order both personalised and non-personalised jewellery in the same order, the non-personalised pieces will be delivered according to your chosen method and the personalised piece will be delivered after an additional 10 -14 working days.

International orders that contain both personalised and non-personalised jewellery will be delivered at the same time.

Please note that this does not include engraved/embossed items - these are much quicker to be personalised and will be shipped according to our standard shipping times.

Question 18

How do I know if you have received my return?

Accepted Answer

If you used one of our UK returns labels, you can track your return on the Royal Mail website here. Your tracking number is the 13 characters shown directly under the barcode on your label.

Please note that it takes up to 3 working days to process your return after it has been delivered to us. If this time has already passed and you haven't received your refund/exchange confirmation, please drop our Customer Care team an email on info@daisyjewellery.com so we can look into this.

Question 19

Does your jewellery contain nickel?

Accepted Answer

Daisy jewellery does not contain nickel. Our pieces are 18ct gold-plated, 925 sterling silver, and some of our heavier items contain brass.

Question 20

My discount code doesn't work.

Accepted Answer

If you received a discount code directly from us but are struggling to apply it, please drop us an email or WhatsApp message so we can investigate. Usually, the issue will be that you are not using the same email address at checkout that the code was originally sent to.

When messaging us, if you can include a screenshot of the error message and the contents of your cart, this will help us pinpoint the issue quickly.

If you’re experiencing issues with a discount code found on a third-party website, it is likely this is not a genuine Daisy-authorised code. Unfortunately, some third-party websites give out false or expired codes, which we cannot honour. Our team are doing all they can to prevent this from happening, but on occasion this is out of our control so thank you for bearing with us.

Question 21

Can I purchase your luxury packaging on its own?

Accepted Answer

You sure can! Just add it to your cart via this page.

Question 22

I have an issue with jewellery purchased from a stockist.

Accepted Answer

If you have any issues with jewellery purchased directly from one of our stockists, please contact them directly and they will be able to assist you further.

If you have any questions, please feel free to reach out to our Customer Care team who would be happy to assist you with any concerns.

Question 23

Can I place my order over the phone?

Accepted Answer

Of course, we’d love to hear from you! Simply give us a call on +44 (0) 20 7404 7460 and one of our Customer Care team will be able to take your order. We’re open 9am - 5pm Monday to Thursday, and 9am - 4pm on Fridays. We are closed over the weekend.

Question 24

Can you repair my jewellery?

Accepted Answer

We do not provide repairs, re-plating, or ring resizing services currently. If you have an item in need of repair, please get in touch and we’d be happy to provide further assistance.

Question 25

How do I clean & store my jewellery?

Accepted Answer

We all need a little TLC from time to time. For our best advice, please visit our jewellery care page here.

Question 26

Will my order be subject to customs fees?

Accepted Answer

Our EU customers do not need to worry about customs formalities and should receive their goods without any further charges. The price payable by the customer at checkout is inclusive of all import VAT / duties. In this respect our freight forwarder acts as an agent on behalf of the customer before the customs authorities. Please get in contact with our Customer Service team at info@daisyjewellery.com should you have any issues.

Some international orders outside of Europe may be subject to customs or import duties, additional tariffs and tax charges once they reach their destination country outside of the UK. These charges are automatically payable by the customer upon delivery. We appreciate this can be frustrating, let us know if you have any queries or would like to discuss a recent delivery charge. We’re here and ready to help at info@daisyjewellery.com.

Please see all information regarding shipping here.

Question 27

Can I use more than one discount code on my order?

Accepted Answer

Only one discount code can be applied to your order and cannot be used in conjunction with one another.

Question 28

Will all my jewellery be boxed separately?

Accepted Answer

If you select 'Eco' packaging, your jewellery will be put three items to one box, but all pieces will be in their own mini pouch.

If you would like a box per item, please be sure to choose either Signature or Luxury packaging. If these pieces are gifts, please select the 'this is a gift' option at checkout which ensures all pieces have their own box, reusable linen pouch, and gift bag (for Luxury packaging).

Question 29

I'd love to stock Daisy in my store

Accepted Answer

We're happy to hear that! If you'd like to enquire about getting Daisy jewellery stocked in your store, please drop an email to wholesale@daisyjewellery.com so we can assist further.

Question 30

How can I get a VAT receipt?

Accepted Answer

Please contact us via email, quoting your order number and we’ll provide a full VAT invoice. Easy peasy!

Question 31

Can I return personalised pieces?

Accepted Answer

Due to the nature of personalised products, we cannot accept returns unless it is due to a manufacturing fault.

Question 32

Is your jewellery hallmarked?

Accepted Answer

All of our pieces are stamped with Daisy London to show their authenticity as well as the 925-metal purity stamp, certifying that our pieces are made with a minimum of 92.5% pure silver. For more info, please visit our hallmarking page here.

Question 33

Are discount codes applicable on sale items?

Accepted Answer

Unfortunately discount codes are not applicable on top of sale items, as these already have quite large reductions applied to them.

Question 34

Can my jewellery case be sent with luxury packaging?

Accepted Answer

Unfortunately at this time we are not able to package our jewellery cases with luxury packaging, however please rest assured we will ensure it arrives as beautifully as possible.

Question 35

My order is being returned to you by the courier

Accepted Answer

If you can see from the tracking that your order is on its way back to us, it's likely that the courier had some issues being able to deliver your parcel.

Not to worry, please get in touch with our Customer Care team, confirming your full address, and we can get that resent to you.

Question 36

What payment methods do you accept?

Accepted Answer

You’re spoilt for choice! We accept all major payment methods including Visa, Visa Debit, Maestro, MasterCard, American Express, Paypal, Apple Pay, Google Pay and Klarna.

Question 37

Can I get my Daisy jewellery engraved?

Accepted Answer

Some of our pieces are engravable, please see the full list here. Just add the personalisation you would like when adding the item to your cart.

If you already own one of these pieces and would like it to be engraved, please contact our Customer Care team who would be happy to look into this for you.

Question 38

The tracking for my order hasn't updated in a while

Accepted Answer

If you're in the UK and your tracking hasn't updated in a few days, please contact our Customer Care team so that we can look into where your order is.

If you are ordering outside of the UK, it's very common for tracking to not update for a few days whilst your order makes its way through the international network. Orders are often held at customs for a short while, and unfortunately as this is a government body, neither we nor our couriers can speed this process up.

However, if it has been more than 5 days since your tracking has updated, please contact our Customer Care team to look into this for you.

Question 39

Can I return earrings?

Accepted Answer

Due to hygiene reasons, we're afraid we are unable to accept returns of earrings. Please reach out to our Customer Care team if you have any questions about earrings before you purchase to make sure they are right for you!

Question 40

I'd like to know more about Klarna?

Accepted Answer

For all things Klarna, head over to our dedicated FAQs page here.

Question 41

Why does shipping to Switzerland take longer?

Accepted Answer

We can imagine you're eagerly anticipating your wonderful jewellery.

As stated on our shipping page, it can take between 3 - 5 working weeks for your items to reach you in Switzerland. This is because all our items being shipped here need to be hallmarked to a specific criteria, and this gives us enough time to have your items be sent off to a UK Assay Office where they can receive the legally-required hallmark.

Question 42

My earring clasp isn't clicking into place

Accepted Answer

Usually, clasp issues don't necessarily mean the earring is faulty. In most cases, this can be easily fixed at home without going through an exchange process. We always like to try this method first.

HUGGIES/HOOPS

With these types of backs, what this normally means is that the tip of the bar is not perfectly in line with the clasp. The bar usually just needs a gentle push up or down, for it to be placed exactly in front of the clasp to have the perfect 'click closure'.

U-SHAPED CLASP

When these types of backs feel loose, this means that the U-shaped clasp where the bar clicks into is not tight enough. This can be tightened using tweezers/pliers/scissors or anything similar you may have at home.

By pinching the two sides of the U-shaped clasp ever so slightly will bring them closer together. When tightened the hold will feel much more secure once the bar clicks into it.

BUTTERFLY CLIPS

With butterfly clips, you just need to slightly squeeze the two small circles on the clasp together, so that the gap between them becomes smaller. This will mean that when the clasp/bar is pushed into them, they stay much more securely on the earring.

Question 43

I'd like to return a gift

Accepted Answer

We understand you might have been gifted a piece that's not quite your style - not to worry! You can still follow our returns process to exchange it for something more suitable, however please ensure the following:

Your returns form includes your own email address that you would like your exchange order processed under - this is so the original purchaser is not notified of the exchange, as this might be a little awkward!
Your returns form includes which address you'd like the exchange sent to

Please be aware that we are unable to process refunds onto alternative payment methods, so we can only refund the original purchaser. However, we are more than happy to offer store credit directly to you instead.

Question 44

How do I use my Daisy gift card?

Accepted Answer

On the payment section at the checkout, you’ll see a box where you can enter a gift card or discount code. Simply enter the gift card code from your email here and hit apply.
Unsure how much is left on your gift card? We’ve got this. Get in touch via email and we can check the remaining balance for you.

Question 45

Are you able to deliver everywhere?

Accepted Answer

We ship to most places across the globe, however there are unfortunately a few places that we just can't get to right now due to courier and customs restrictions. Please see more information on our delivery page.

Question 46

Where are your gemstones sourced?

Accepted Answer

All of our gemstones are cut from natural crystals and stones, making each one completely unique in clarity and colour, and are sourced from India.

Question 47

How do I know my jewellery size?

Accepted Answer

Don’t worry, we’ve got that covered. Visit our size guide here to find the perfect fit.

Question 48

Is your jewellery solid silver?

Accepted Answer

Our recycled 925 sterling silver pieces are solid silver. However, some of our newer larger pieces are made from brass and plated with silver to give it a silver finish - this will always be noted under the 'details' tab on the product page.

Question 49

Payment has been taken from my account but I received no order confirmation?

Accepted Answer

There are a few reasons why this might be.

It's possible you placed the order under a different email address (sometimes it may even have been a misspelling), and the order confirmation will have gone to this email address.

Alternatively, if the payment was attempted but it failed at checkout, what often happens is the money is initially 'taken' from your account by your bank, held for a couple of days, and then it will bounce back due to it failing. We recommend waiting a day or two, and it should be refunded. You can contact your bank directly for more clarification on this.

If you have any concerns at all, please contact our Customer Care team who will be able to assist you further on any payment concerns.

Question 50

An item I'd like to order is out of stock!

Accepted Answer

We're so sorry the piece you'd like to order isn't currently available. Please ensure to sign up to the 'notify me when available' notifications on the product page to receive an email as soon as a piece has been restocked here at Daisy HQ.

If you'd like to know when a piece will be available again, please drop our Customer Care team a message and they can give you a rough guideline of when this will be.

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