FAQ & Policies
Which payment methods do you accept?
We take payment through PayPal and most debit and credit cards. Klarna is offered as a method of layaway via our website - this enables you to pay in instalments over a set period of time. If you would prefer to use PayPal for a layaway purchase please contact us to arrange. If you would prefer to pay via Wise or bank transfer, please do contact us to arrange as we may be able to offer a discount.
What is your return policy?
We want you to be thrilled with your purchase. So if for any reason you are not, returns are accepted if the item is shipped back within 14 days of receipt, and in the same condition as when the item was sent, including the branded ring/chain box. The buyer is responsible for the cost of the return shipping. We do not offer returns on sale items, altered pieces (such as those that have been re-sized) or items that have been purchased through a layaway payment plan. Please note that any purchase cancelled before shipping will be charge a re-stocking fee equal to the fees incurred by Goldhawk Jewellery by the payment provider who facilitated the order. This is not negotiable and varies depending on the method of payment. Should you wish to return an item, please contact us on hello@goldhawkjewellery.com quoting your order number and we will issue with the return address and further details you may need. The item must be returned by a fully insured method, in the original packaging and condition to the address given. If the item is sent to the incorrect address or we are not notified before posting a return, any costs incurred will be deducted from the total refund. Once the item is received and confirmed to be in its original condition, the price of the item minus the original postage cost will be refunded to the original payment method. If returning from outside the UK the item must be returned with the original customs form, clearly marked 'RETURN' on the outside of the parcel and any customs paperwork. If any customs charges are incurred shipping the item back into the UK, these will need to be paid for by you, the buyer, or they will be deducted from the refund total. ​ If the item arrives damaged please contact us as soon as possible to arrange a return. You must sign for the package and include the word "damage". You must send photos of the parcel in the condition it arrived in to hello@goldhawkjewellery.com. We can not accept returns on items where damage occurs once worn. We do not accept returns on items purchased through Layaway.
What is your shipping policy?
We ai to ship orders within 1-2 days of order placement. But please be aware that this is not always guaranteed. If you have a set day you would prefer to receive your item please do contact us and we are happy to work with you. UK Shipping All orders are fully insured and sent by Guaranteed Special Delivery using Royal Mail. ​ For items posted within the UK - if your item doesn't arrive within 7 working days from the postage date please let us know and we will file a claim on your behalf. All claims can only be submitted 25 days after the item was posted. International Shipping (which now includes the EU) - Price and method depend on the value of the item. Items can be sent via Royal Mail/your local Postal System or via DHL Express. Items posted via Royal Mail/local Post usually take 5-7 days. However, it can take up to 4 weeks to arrive. Items sent via DHL Express aim to be delivered in 1-3 days (depending on location). Please choose your preferred shipping method during Checkout. For lost or damaged items, please allow at least 20 days from the claim entering the system for a refund. The claim cannot be made for 25 past the delivery due date. ​ Please ensure you are aware of VAT, Customs and Import charges for where you are located as this will be the buyer's responsibility to pay. Please note that items are not shipped as "gift" or valued lower than the sale price. If the customs/duty/tax is refused by the buyer and the item is returned, any fees/customs/duties/costs incurred will be charged to the buyer.
What's the best way to care for my jewellery?
Most of our pieces are at least 50 years old. Along with their age will come signs of love and wear. They have lived and can be fragile. They are not pristine and that is what makes them special. Although most of our pieces are for showing off every day, it is recommended to remove before exercising, showering and cleaning with chemicals. Most items can be delicately cleaned with warm water and mild soap. If you have any questions about your specific piece please do feel free to contact and we would be happy to help! ​ If your piece has gemstones, we always suggest having your pieces looked at by a jeweller over time to ensure that the prints or settings are still secure. Pieces do wear with age.
Layaway
Layaway plans are a wonderful way of purchasing a dream piece and breaking the payments down over a set amount of time so you don't have to pay the full price up front. A typical Layaway plan with Goldhawk Jewellery means a 25% non-refundable deposit is paid to secure the item (which means it will be taken off as available) and then the remaining balance of the item (+shipping) can be paid off within 3 months. Once the full amount has been paid, you get your piece! Layaway plans can be set up through PayPal/Wise/Website link or through ClearPay/Klarna (UK). We are happy to be flexible with layaway plans so please do contact to discuss! ​ Please note that the 25% deposit is non-refundable and layaway items are not returnable.